Case Study: Sharp HealthCare reduces call center volume and abandoned calls with POPin

Sharp HealthCare reduces abandoned calls by 8 points with POPin

Sharp HealthCare faced a major operational challenge when its IT Technical Assistance Center experienced a 60% surge in call volume over 120 days, leading to longer wait times and a higher rate of abandoned calls. To address this, VP of IT Infrastructure Teri Moraga leveraged POPin’s crowdsourcing platform to engage the help desk team in problem-solving.

Using POPin, the team collaboratively generated ideas to reduce and redirect calls, which informed a prioritized action plan that included better spike anticipation, self-help options, and improved call routing. This process fostered strong buy-in for the changes. As a result, Sharp HealthCare quickly saw a 15% decrease in call volume, an 8-point reduction in abandoned calls, and average wait times cut by over a minute and a half.

Sharp HealthCare