How a Home Health Company Built a High-Volume Call Center in Just Weeks

The Problem

Our client was about to receive an avalanche of inquiries, practically overnight. Their biggest problem? They didn’t have a call center to manage that kind of volume. That meant busy signals, overflowing inboxes, and no way to manage potential patients centrally.

To make matters worse, their agents weren’t prepared for the rush. Without a process in place, they’d need extensive training to make sure messaging was on point and the right information was gathered from patients. Tracking patient information in a HIPAA-compliant way and ensuring prompt follow-ups? It meant a massive opportunity could slip through their fingers.

Communication channels lacked transparency because call routing, case handling, and agents weren’t centrally managed. Additionally, they lacked effective tools to track key performance metrics like call duration and response times, making it difficult to optimize staffing and make data-driven decisions.

They needed a call center that could be set up quickly to handle the initial surge of calls. However, it also needed to scale with future growth. That’s where Penrod stepped in to help.

The Solution

Penrod jumped in to help build the call center they urgently needed. The solution? Salesforce Service Cloud Voice. When a prospect calls in, the system instantly looks up the caller's details based on their phone number. Agents had the info they needed right away without scrolling or searching. And if the caller was new? The system automatically created records with less manual data entry, ensuring no potential member slipped through the cracks.

Agents were guided by a clear, uniform script right on their screen. They knew exactly what to ask, like date of birth for verification, and could confidently handle calls without missing a beat.

The system also included call routing to ensure every call was directed to the correct department, automatic call transcription for a complete record of interactions, and a voicemail queue to guarantee that no caller slipped through the cracks.

Our approach? Deliver a quick, no-nonsense implementation to get our client up and running fast. In just three weeks, we launched a platform that handled the immediate call volume, while leaving room to scale. The result? A powerful, scalable call center that gave them an immediate competitive edge.

The Results

The partnership with Penrod brought immediate results. The most significant win was the ability to handle the massive influx of calls our client was expecting.

• Faster Agent Onboarding
  On-screen scripts ensure a consistent caller experience from day one.
• Call Logging
  With transcription and manual data entry off their plates, agents could focus on the conversation.
• Automated Verification
  Automatic lookup based on phone numbers meant faster identification and verification of potential patients.
• Reduced Lost Opportunities
  The voicemail queue ensured that no potential patient inquiry was missed, even during peak times.
• Competitive Edge
  The rapid deployment gave our client the edge over other home health companies in the area.

Rapid Deployment, Scalable Future

Is your home health company facing similar challenges with scaling operations, managing call volumes, or ensuring a consistent patient experience? Don't let opportunities slip away due to outdated processes or a lack of integrated technology. Reach out today to start a conversation about how we can help you achieve your goals and stay ahead of the curve.