South County Orthopedic Specialists (SCOS) Cuts Call Queue Time by 76% with Switchboard, MD
Switchboard, MD recently published a new case study detailing its recent Contact Center deployment at South County Orthopedic Specialists (SCOS), a leading provider of orthopedic care in Southern California and a division of OrthoWest.
Following the deployment of Switchboard, MD’s AI-powered Contact Center solution, SCOS achieved major improvements in patient access and call center performance, including:
76% Reduction in average queue time
58% Reduction in call abandonment rate
78% Decrease in voicemail volume
With over 1,000 inbound calls per day, SCOS was facing mounting pressure on its staff, long wait times, and rising call abandonment rates. Within weeks of implementation, the same team was able to handle up to 1,600 calls daily, without increasing headcount. Switchboard, MD helped automate key aspects of the patient communication workflow, including intake, routing, and documentation, enabling the same staff to handle significantly higher volumes without sacrificing quality.
By utilizing capabilities such as intelligent IVR prompts, EMR-integrated medical record matching, call classification, and more, SCOS is also converting more inbound calls into scheduled appointments, driving significant new revenue and improving patient access in the process.
“Our contact center was not allowing our staff to handle call volumes efficiently, and we needed to expand our team’s capacity without hiring. Switchboard, MD’s AI platform has played a crucial role in helping us reduce expenses.”
Jami Geck, CPME
Chief Operating Officer
OrthoWest
To see a detailed breakdown of how SCOS increased daily call capacity without adding headcount and enabled tens of thousands more patients to reach the contact center each year, read the full case study below.
