Healthcare services
Six people stopped typing the calls and started making them.
6 people moved from keying calls to making them.
Each figure links to how it was measured.
The starting point
A healthcare services company made outbound customer-satisfaction calls for its clients. Each list of about 5,000 calls was keyed into the triage information system by hand: six people, seven days, and about 300 calls completed.
The change
Loading a list went from 7 days to under 5 minutes, and completed calls rose from about 300 to nearly 3,500 of the roughly 5,000 listed. Every record matched the client's file, where hand-keying had often introduced errors.
Six people stopped typing the calls and started making them.
Inside the work
A closer look at the decisions and changes behind the result.
Wrote an import that loads the list exactly as the client sent it, in under five minutes.
Moved the six people who had keyed the list to making the calls full time; one became the outbound manager.