Case Study: Houston Methodist achieves higher productivity and protects agent well-being with Calabrio ONE

Houston Methodist Hospital Uses WFM to Meet Aggressive Goals for Patient/Agent Care

Houston Methodist Hospital, a nationally ranked healthcare system, needed to improve call center efficiency and patient experience across nearly 1,000 agents in 40+ locations. Leaders lacked baseline data to set realistic average handle time (AHT) and quality goals, and struggled to measure work, coach agents effectively, and protect agent well‑being without sacrificing service quality.

After centralizing operations, Houston Methodist implemented Calabrio ONE to consolidate historical call data, set accurate AHT and quality targets, monitor agent breaks, and simplify reporting. The result: stronger productivity and efficiency, realistic goal‑setting, better coaching driven by single-source data, and improved agent work environment and well‑being.

Houston Methodist

Daniel Acosta

Call Center Applications Analyst III