Case Study: InterDent achieves improved phone performance and 464 more new-patient appointments with Call Box

How One Call Center Manager Uses Call Box to See Tangible Results

InterDent, a dental services organization with 141 offices supported by an 18‑agent call center, faced challenges keeping phone performance consistent and holding agents accountable—especially with one agent covering eight offices (vs. the industry average of one per five). To tackle uneven call handling and a decline in key behaviors when leadership was absent, InterDent implemented the Call Box platform to track, record, and report on calls using a mix of artificial and human intelligence.

Call Center Manager Sandy Vazquez leveraged Call Box’s reporting (CRISP metrics, recordings and the Pursue Box email alerts) plus simple scripting and coaching to drive daily accountability and follow‑up. The result: CRISP rose from a 52% high without Vazquez to 57% in her first month back, Connect improved to 84% and Request & Invite to 85%, and the team scheduled 464 additional new‑patient appointments in one month—demonstrating measurable impact from Call Box’s tools and insights.

Interdent

Sandy Vasquez

Call Center Manager