Case Study: Southern New Hampshire Health System achieves 55% offload of live operator calls and brings physician answering services in-house with Spok

Southern New Hampshire Health System - Customer Case Study

Southern New Hampshire Health System (SNHHS) is a growing regional health system with a 180‑bed hospital, 54 medical offices, roughly 180 providers and 29 specialties. Its central call center was overwhelmed by high call volumes, time-consuming internal transfers, a costly third‑party after‑hours answering service, and cumbersome on‑call scheduling that relied on an outdated printed booklet.

SNHHS implemented Spok’s contact center solutions—Spok Healthcare Console, Spok Speech, and Spok Web Directory—rolling out speech recognition internally then to external callers and moving on‑call schedules online. The changes offloaded 55% of live operator calls with a 97% correct transfer rate, enabled the hospital to bring physician answering services in‑house (creating new revenue), and improved efficiency and adherence to physician protocols.

Southern New Hampshire Health System

Judy Mayopoulos

Call Center Manager