The Challenge

The group struggled with:

  • High call volume across multiple locations
  • Unsatisfactory patient experiences due to long in-office wait and rooming delays
  • Long hold times during peak hours
  • Missed calls leading to lost appointments
  • No follow ups

Front desk teams were overwhelmed, especially during:

  • Morning rush
  • Lunch hours
  • End-of-day scheduling

The Solution

CCS implemented a centralized overflow + after-hours answering model:

  • Multi-location call routing
  • Appointment scheduling support
  • Overflow handling during peak times
  • After-hours patient call coverage
  • HIPAA-compliant messaging

The Results

  • Missed calls reduced by 78%

  • 19% increase in scheduled appointments

  • Average hold time reduced by 60%

  • Improved patient satisfaction scores

Key Takeaway

Centralizing call handling across locations unlocked capacity and captured previously lost patient demand.

Company Details

Client:
A multi-location primary care group in California (23 locations)

Industry:
Healthcare

Service Provided:
Blended BPO Call Center Support (Dedicated + Shared Agents)

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