Case Study: a leading care provider's contact center improves patient access and satisfaction with EXL Health

New staffing and operating model increase contact center operations and patient satisfaction

EXL worked with a leading care provider’s contact center, which was struggling with overwhelming call volumes, growing appointment scheduling and cancellation requests, medication refill tasks, and other administrative work. As patient satisfaction declined and hiring became difficult, the organization needed additional support, expertise, technology, and bandwidth to manage the increasing demand.

EXL Health implemented a scalable staffing and operating model that included 45 contact center reps, 55 U.S. registered nurses, and Workforce Management as a Service (WFMaaS) for reporting and capacity planning. The result was a 75% improvement in speed of answer, a 15% reduction in abandoned calls, and 100% of messages and callbacks completed within one day, while all FTEs transitioned to steady state in seven months.