Case Study: Health New England Improves Data Accuracy and Patient Satisfaction with Envision Click2Coach

Health New England - Customer Case Study

Health New England, one of the largest hospitals in New England, needed a better way to capture accurate patient registration and managed care referral information before appointments. The contact center handled nearly 400,000 calls a year and struggled to verify that sensitive patient data was being collected and entered correctly, so it turned to Envision and its Click2Coach quality management solution.

Envision implemented Click2Coach to combine quality monitoring with personalized coaching, eLearning, and targeted feedback delivered directly to agents’ desktops. The result was a major improvement in performance, with data accuracy rising from 70% to over 90%, average quality scores increasing above 90%, and stronger patient satisfaction plus improved new-agent training.

Health New England