CARTI reduced call wait times by 18 minutes
Highly regarded cancer treatment center improved their already outstanding service.
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Organization:
CARTI
Industry:
Healthcare
Type:
Cancer treatment center
Products used:
Agent Scripting
Objectives:
Improve customer support over the phone by:
- Getting accurate information to patients faster
- Explaining policies with clear, consistent messaging
- Demonstrating knowledge and professionalism in every interaction
The Challenge
When a cancer patient contacts CARTI, the customer support team is often the first place they turn for help. But while CARTI’s team handles 800-1,700 calls per day – on complex topics like pre-op procedures, COVID-19 protocols, managing medical records, and beyond – agents used to rely on physical paper to find the right answers.
That led to two challenges: First, it took agents too long to find information, which decreased the chances of first-call resolution, backed up the phone queue, and produced long wait times.
“If it takes weeks to get someone information or get them booked, you can destroy hope,” says Tomekia Bozeman-Bailey, the Director of Patient Access. “These are patients dealing with some of the hardest moments of their life; they need to know what to do and to feel reassured and supported.”
Second, without an effective scripting tool, agents would sometimes deliver the wrong message or create the wrong brand impression.
“It just takes one person to deter someone,” says Bozeman-Bailey. “I tell the operators, ‘You’re the one who can make the difference in their lives.’ They have to know what to say and how to say it. We have to be united in our message. This is a person’s life and they’re depending on you to tell them the right thing.”
That’s why CARTI began building agent scripts in Zingtree: So their customer support team could find answers quickly and deliver them correctly.
How CARTI uses Zingtree
Instead of rustling through a stack of papers and then figuring out how to explain policies on the fly, CARTI’s agents now navigate an interactive decision tree while on the phone – a guided experience that walks them through the call, one step at a time. Support reps can also use the search function to jump straight to a specific part of the tree.
In addition to directing the agent to the right answer, CARTI’s decision tree also tells them how to explain it – ensuring they always stay on-message.
How Zingree helps agents and patients
Before Zingtree, call wait times used to be as high as 20 minutes while agents hunted for answers; now they average 2 minutes.
“Zingtree has been an exceptional help with call times,” says Bozeman-Bailey. “It’s why Zingtree is worth the funding. The CFO was in total agreement when we presented it because the impact is so clear. We’re dealing with things that need to be expedited and done correctly.”
Complaints about the customer support team have vanished in the process. “Before, we looked at patient feedback; people would complain about our operators,” Bozeman-Bailey reports. “Today, that negativity has been eliminated. It’s been an extreme difference – just a complete turnaround from the days when we were relying on paper to answer patient questions.”
It’s also made a difference to the agents themselves. They’re more confident in their abilities and their potential for growth – plus, they genuinely feel like they’re a key part of the care team.
By using Zingtree, CARTI’s customer support team delivers a combination of speed, accuracy, and human warmth they can’t get with a stack of papers or a chatbot.
How Zingtree helps managers and the brand
Bozeman-Bailey and Sarah Yates, Senior Business Intelligence Analyst, have built and maintained their decision tree themselves – zero coding and minimal IT work required. When information needs to be updated, they can do so instantly, email and paper-free.
Yates explains: “One of the things we love most about Zingtree is the ability to continuously update information as we go. If a doctor switches floors, or a clinic changes hours, or COVID guidelines evolve, we know we can put that information into Zingtree and disseminate it to the entire team instantly. We’re better equipped to serve our patients with consistent, cohesive messaging as developments occur in real time.”
They’ve been pleased with the improvement in team performance, too. “We convey professionalism – a professional, educated response – and people like that,” explains Bozeman-Bailey. “It sounds easy, but it’s not.”
That professionalism helps patients grasp the level of care and compassion they’ll receive from CARTI. “Zingtree lets you present the company the correct way, consistently. That helps you get the reputation you want, and to build both the right first impression and the right lasting impression.
“With Zingtree, everything you need is right there.”
About CARTI:
Since 1976, CARTI has provided world-class cancer treatment to patients across Arkansas. With 19 treatment locations across 16 cities, CARTI is renowned for the compassionate, patient-centered care it delivers each and every day.
About Zingtree:
Zingtree is a no-code, interactive decision tree tool that helps your employees and customers navigate complex, consequential, and changing processes so they can take the next right action.
