Case Study: Orlando Health improves call handling and customer experience with Spok Smart Console

Orlando Health achieves 4.8% abandon rate with Spok

Orlando Health, a not-for-profit healthcare organization with an extensive network of hospitals and specialists, faced a challenge in its contact center. They needed to create streamlined processes and improve agent productivity to enhance the customer experience. To address this, they partnered with vendor Spok to implement the Spok Smart Console solution.

The Spok Smart Console provided a centralized system that significantly improved both customer and agent experiences. The solution delivered measurable results including a 4.8% abandon rate, a :57 average call handle time, and a :07 average answer speed. For agents, Spok reduced the need to toggle between screens, cut training time with saved codes, and increased transfer speed with time-saving hotkeys.

Orlando Health