UMass Memorial Health Care Contact Center Decreased Abandonment Rates by 17% Using Fonolo Call-Backs

This large regional health center saw measurable results in less than 60 days.



Abandonment Rates

Icon: Improved


Customer Satisfaction

Icon: Protected


Patient Data

The Company



No. Of Employees



Central Massachusetts

UMass Memorial Health is the largest not-for-profit healthcare system in Central Massachusetts. With more than 16,000 employees and 1,200 active medical staff, UMass Memorial is one of the nation’s most distinguished healthcare systems. Using knowledge and innovation, UMass Memorial is committed to providing the best possible experience for its patients.

The Challenge

The UMass Memorial team identified a need for call-backs when facing staffing challenges, and frequent weather-related and emergency drill outages in their facilities. These events required shutting their contact center down for periods of time, which seriously impacted their performance metrics and bottom line.

The Solution

UMass Memorial deployed Fonolo Voice Call-Backs and secure Fonolo Appliances, allowing all voice data to stay on-premises while still using the convenience and efficiency of the cloud. This deployment complied with the organization’s strict privacy and security requirements as a healthcare provider.

The Results

In just 60 days, the call abandonment rates in UMass Memorial’s contact center decreased by 17%. Brian Lofrumento, Business Analyst, Patient Access Services at UMass Memorial observed that offering a call-back option was essential to providing excellent customer service.

Implementing Fonolo’s call-back solution has been a definite success. In just 60 days we have seen our abandonment rates decrease by 17%. It’s clear that offering a call-back option is essential to providing excellent customer service.

Brian Lofrumento

Business Analyst, Patient Access Services

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