Case Study: University of Minnesota Physicians achieves an 18% increase in booked appointments with Call Box

Increases Booked Appointments By 18% Using Call Box

University of Minnesota Physicians (UMP), the multi-specialty group practice for the University of Minnesota Medical School, faced limited visibility into call-center agent performance and relied on call counts rather than conversation quality to drive patient experience. To address these gaps, UMP engaged Call Box for comprehensive call reviews and phone performance analytics to move from anecdotal sampling to evidence-based auditing and coaching.

Call Box implemented 100% human reviews of calls, delivered analytics and hands-on project support, and helped UMP embed a CRISP phone-culture. In eight weeks UMP saw a18% increase in booked appointments, a 40% drop in callers hanging up on referral-line transfers, a 30% rise in connection rate, a 17% improvement in proper greetings, and overall performance metrics rising from 56% to 83% — all enabled by Call Box’s solution.

University of Minnesota Physicians

Joe Paschka

Manager, Call Center Operations