The radiology network struggled with appointment cancellations, availability management, long handling times and system issues that slowed patient scheduling across its facilities.
Lost slots and rescheduling work.
Matching patients to open capacity.
Calls took longer than they should.
Technical problems disrupted scheduling.
Fusion CX analyzed the client's operations in depth and built a tailored action plan backed by coaching, QA and data.
Identifying improvement areas across operations.
Assessing agent retention of client information.
Twice-weekly coaching and refreshers after each update.
Hourly reports on key metrics.
The client reached 117.2% of its appointment scheduling goal, cut Make Busy time by 99.6%, reduced average handle time by 25% and achieved 109.6% adherence to its targeted QA standards.
Agents became proficient across low and medium queue skills, and bilingual English and Spanish support reached a broader range of patients.
Daily personalized feedback and twice-weekly coaching turned analysis into lasting performance.
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Tell us what your queues look like today. We’ll come back with a plan for staffing, AI and locations, and what it should cost.
