Case Study: University of Utah Health reduces turnover and improves call handling with Spok

University of Utah Health cuts operator turnover from 47% to 20% with Spok

University of Utah Health faced a significant challenge with high staff turnover and overwhelmed operators in its contact center, which led to errors and patient safety concerns. The customer turned to vendor Spok and its operator console technology to help streamline services and address the root causes of employee dissatisfaction.

Spok's solution involved maximizing the functionality of its console to streamline call flows and provide better agent guidance. By implementing this technology alongside a reclassification of roles and a new career ladder, Spok helped University of Utah Health dramatically reduce its employee turnover rate from 47% to 20% and increase staff engagement from 33% to 74% over a two-year period.

University of Utah Health