Chapare is a community health clinic based in Pasadena, California, founded on the principle of supporting the communities of the San Gabriel Valley, by providing quality health care for men, women, children, and people of all ages.
And since the year 2013, ChapCare has also been recognized as a Patient-Centered Medical Home (PCMH), or a team-based model of care led by a specialized physician prepared to provide continuous, coordinated care throughout the patient’s lifetime to maximize their health outcomes.
To improve the clinic’s services at all times, they wanted a full customer support infrastructure redesign where every single patient could receive assistance in the best way possible, at any time of the day.
And to achieve this, they wanted to improve every aspect of their team and their results:
1) Increase their call center workforce
2) Improve the number of handled calls
3) Reduce the waiting time of their calls
4) Reduce the number of abandoned calls
5) A brand new customer support team for their new after-hours service
O.47 seconds – Average waiting time per call
(Time before our services: 22 minutes)
10,600 – Total calls handled monthly
(Calls before our services: 5,000)
4,606 – Total calls handled as of today in after-hours
(Calls before our services previous year: 8,988)
617 – Total calls handled daily
(Calls before our services: 320)
68% – % of calls handled per agent
(% of calls before our services: 21%)
96 – Patients transferred to nurse or doctor after-hour services as of today
(Calls before our services previous year: 209)