Case Study: CHG Healthcare achieves a 50% increase in call connection rate and 93% reduction in ring-to numbers with Invoca

It started with attribution & uncovered an unknown call center problem

CHG Healthcare, which places physicians with medical facilities, relied almost entirely on inbound phone calls driven by digital marketing but was stuck with last-generation call tracking—over 900 static numbers tracked in spreadsheets and no visibility into call origins or quality. That lack of real-time attribution hid major operational problems: calls were being routed to voicemail during business hours, many went unanswered, and the company couldn’t tell which calls were qualified physician leads.

By deploying Invoca with minimal disruption (first division live in under six weeks), CHG gained dynamic-number attribution, call-level analytics, and call qualification. The team discovered 44% of calls were routed to voicemail (25% left no message), standardized routing to ring entire teams, and optimized staffing and campaigns—delivering a 93% reduction in ring-to numbers and a 50% increase in call connection rate while revealing only 30% of inbound calls were qualified leads for further optimization.

CHG Healthcare

Sam Schwendiman

Marketing Operations Manager