This year, Healthcare Contact Center Times is launching its first-ever HCCT Awards. The awards represent an acknowledgment that people leading healthcare contact centers are doing some of the most important and underrecognized work in healthcare. We believe organizations doing it exceptionally well deserve to be recognized.
HCCT received submissions from across the country. The nominations were evaluated across three categories: Excellence, Culture and Innovation. The winners be honored in-person at our annual conference in Atlanta, June 3-5.
The Contact Center Culture Award celebrates a contact center that has built a positive, empowering and inclusive workplace where team members thrive and patient care is enhanced. This year’s Contact Center Culture Award (Less Than 50 Agents) goes to SUNY Upstate Medical University — Upstate Connect.
HCCT’s editorial team liked the team’s philosophy: “Bring your human to work.” This has produced something most contact center leaders can only dream about: 0% agent turnover over two consecutive years.
Upstate Connect has grown their client base, taken on larger accounts and maintained less-than-one-minute average wait times without losing a single agent. When mistakes happen, leadership starts with “why,” not blame. Is it a training issue? A timing issue? A tools issue? Discipline is reserved for serious protocol violations. Everything else gets curiosity. Agents own their KPIs and shape their workflows through an Employee Concern Form that drives change in training materials, client instructions and call-handling procedures.
Jacqueline Pilon, Manager of Upstate Connect and the Community Switchboard at SUNY UPSTATE MEDICAL UNIVERSITY HOSPITAL, says that Upstate Connect treats staff as professionals and expects them to act like it. Productivity is tracked in ways that are meaningful and actionable, such as calls in queue, answer speed, time in ready, disconnect duration and call length.
“We just measure the work, not the person,” Pilon says. “When someone is struggling, the response isn’t punishment or pressure. We start with support. We ask them why the issues are happening. Next, we talk about what they need to be successful. When you trust people to own their work, most of them rise to the occasion.”
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