Case Study: University of New Mexico Hospital achieves 77% faster answer times and 80% improved call scores with Spok

University of New Mexico Hospital - Customer Case Study

The University of New Mexico Hospital (UNMH), the state’s only academic medical center, relied on its contact center as the virtual front door for hundreds of thousands of patients but faced gaps in technology and service. Leadership wanted to evolve from a transaction-focused call operation to a customer engagement center that consistently conveyed empathy and clarity, but an outdated call recording system, inconsistent agent tone, slow response times, and cumbersome paging workflows hindered that goal.

UNMH implemented the Spok Care Connect platform alongside HigherGround Calibre call recording to enable reliable recording, quality coaching, and streamlined console and paging workflows. The changes cut average time to answer by 77% (13s to <3s), reduced average talk time by 30%, slashed physician page-to-connection time by 60%, and raised agent call scores by 80% (2.5/5 to 4.5/5), while improving training, patient satisfaction, internal services, and overall contact center performance.

University of New Mexico Hospital

Gregg Aguilar

Communications Supervisor