Since the inception of the IT&S call centre at St David’s Healthcare (SDH), a US hospital system and winner of the 2014 Baldrige National Quality Award, calls increased by 1,000 a month, but the call abandonment rate was reduced by 50%, almost 66% of calls were resolved with only one phone call, and the average time to answer decreased from 166 seconds to 80 seconds. Against a target of 65% of all tickets being resolved in the first hour, SDH achieved 68% in 2011, 66% in 2012, 64% in 2013 and ...
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