The mission to provide the best care and support to the nurses who use excelleRx customer service involves making sure that nurses speak to the right representative at the right time. Peaks in call volume and highly specialized contact center personnel resulted in long hold times for the mobile nurses.

To ensure that its mobile workforce was speaking to an expert and not just a warm body, excelleRx engaged Virtual Hold Technology to develop a virtual queuing solution for excelleRx’s in-house and work-at-home agents. The virtual queuing solution eliminates hold time, freeing up nurses to continue their jobs instead of waiting on hold.

High-tech, high-touch applications like the Virtual Hold solution enable Hospice Pharma­cia to provide quality medical management services to its mobile workforce of nurses and caregivers. In two years, the virtual queuing solution freed nurses from 2 million minutes of waiting on hold.