Achieving and Sustaining CCC Service Levels
Care Process & Redesign
Technology
Yishun Health One Improvement Festival
National Healthcare Group
2 April 2025
The department's goal was to bring down the Call Abandon Rate (CAR) to less than 4% of total inbound volume and be one of. The transformation of KTPH CCC service operations has successfully delivered consistent and sustainable results at minimal cost to.
Year Submitted: 2025
Published Date: 02 April 2025
Tags: Care Process ＆ Redesign, Technology, Automation, Digitalisation, Productivity, Time Saving, Cost Saving, Quality Improvement, Design Thinking, Lean Methodology, Workflow Redesign, Operational Management, Resource Allocation
About this Content
Aims
The department's goal was to bring down the Call Abandon Rate (CAR) to less than 4% of total inbound volume and be one of the best contact centres in the healthcare industry.
Background
For all Customer Contact Centres (CCC), the measurement of Call Abandon Rate (CAR) is one of the key performance indicators. It is the percentage of calls abandoned by callers before connecting to a call agent. For KTPH, the CAR for 2021 & 2022 were 23% and Jan to Aug 2023 was at 11.4%.
Methods
1. Work Process Optimisation: Streamlined inter-department processes and call handling processes.
2. Resource Optimisation: Reallocated staff based on peak call times.
3. Training and Development: Retrained staff on new standards.
4. Technology Upgrade: Implemented automated messages and color-coding on call agent's wallboard.
5. Planned Attrition: Managed staff performance and strategic hiring.
6. Great Game of CCC: Introduced games to motivate staff.
Results
The average CAR for 2024 is 2.56%. 67% improvement in communicating critical lab results within 1hr. 100% KPI met to activate medical team accurately within 4min.
Conclusion
The transformation of KTPH CCC service operations has successfully delivered consistent and sustainable results at minimal cost to improve patient experience, safety, and intra-hospital communications.
Lessons Learnt
Streamlining processes and optimizing resources can significantly reduce CAR and improve customer satisfaction.
Additional Information
1. The technology upgrade cost for IVR enhancement was less than S$4000. The technology upgrade to enhance the wall board had zero cost as the existing system was modified.
2. The One Improvement Festival 2025 (Category A - Improving and Sustaining Quality & Safety) – Top 15 Finalists
Keywords
Customer Contact Centre, Call Abandon Rate, Patient Satisfaction, Resource Optimisation, Technology Upgrade
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National Healthcare Group |
Organization(s) Involved | Khoo Teck Puat Hospital |
Platform(s) | Yishun Health One Improvement Festival |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Chua S.Y. |
Project Member(s) | Lim C.K. |
Connect with this contributor!
KTPH & YCH Innovation & Improvement (I&I) Office - i-i@ktph.com.sg
Project Attachment
737_KTPH_OIF_2025_Achieving_and_Sustaining_CCC_Service_Levels.pdf