Healthcare Call Centers Shift to Resolution-Focused Scorecards

CHAPEL HILL, N.C. – Keona Health has published a balanced scorecard template designed for healthcare call centers that evaluate agent performance beyond average handle time (AHT). The Excel-based template includes weighted scoring across five categories: People, Production, Patient Experience, Quality, and Revenue, with agent-level tracking intended for use in both operational reviews and individual coaching. 

Designed for patient access directors and call center managers, the scorecard addresses a persistent measurement gap in healthcare contact center operations: the disconnect between speed-based metrics and completed outcomes. The framework is intended to serve both leadership reporting and agent development within a single tool. 

Why Speed-Only Metrics Fall Short 

Most healthcare call centers still evaluate agent performance using narrow, speed-focused metrics, despite industry data showing that patients who experience poor phone interactions are four times more likely to switch providers. According to SQM Group benchmarking data, only 1% of healthcare call centers achieve first-call resolution rates above 80%, and 96% of patient complaints relate to service experience rather than clinical care quality. 

“If you only measure speed, you train agents to end calls rather than complete requests,” said Stephen Dean, COO of Keona Health. “That creates repeat calls and frustration that erode both patient satisfaction and operational efficiency.” 

Research from McKinsey & Company supports that position: improving first-call resolution delivers greater impact on patient satisfaction than reducing call duration. Organizations that reduced handling time without improving other service quality dimensions saw measurable declines in both satisfaction and resolution effectiveness. 

What the Scorecard Tracks