Case Study: Spire Leicester Hospital achieves 98.5% call-back success and reduces call abandonment with Netcall's QueueBuster

Reducing Call Abandonment Improves Customer Experience

Spire Leicester Hospital was losing prospective patients and reputation when high call volumes forced callers to queue or hang up, so they needed a cost‑effective call queue management solution. They engaged Netcall and trialled its hosted Liberty QueueBuster call‑back system alongside their existing contact centre to reduce call abandonment and improve the customer experience.

Netcall’s QueueBuster was run as a four‑week outpatient proof of concept (extended two weeks to include inpatients) and became permanent after achieving a 98.5% call‑back success rate. The solution now averages 500 call‑backs a month, has reduced abandoned calls and overall call volume, improved customer feedback and staff morale, and helped the hospital capture more enquiries and conversions.

Spire Leicester Hospital

Julie Walton

Administration Manager