Case Studies

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Clearing a Medicaid Dental Program’s Call Queues in Under 90 Days

A healthcare technology company won a state contract to run phone support for its Medicaid dental program, which covers dental care for low-income families and individuals. That meant answering calls from members with questions about their benefits and from dental offices checking coverage and claims. When the company's staffing partner couldn't hire enough people, callers ended up on hold for hours.

How Automated Quality Monitoring Lifted Compliance 43%

A retail brand supporting high contact volume watched two numbers move the wrong way at once. Compliance scores sat below target, and customer satisfaction was slipping. Their quality scorecard showed the scores but not the reasons behind them. The issue was coverage. Manual quality programs review roughly 2% of interactions, so the behaviors actually shaping compliance and satisfaction were happening in the 98% nobody heard.

Cutting HIPAA Errors by 32% with AI Simulation Training

A large, established dental benefits provider brings on seasonal associates to handle peak contact volume, which leaves a short window between the hire date and live member calls. Qualfon's Learning and Development team found that the existing call center training plan was putting the organization at risk for HIPAA violations.

How Qualfon Turned a Flood of Ski Resort Calls Into a One-Day Action Plan

A leading global ski resort operator faced a strike by its ski patrol that began in the last week of December and ran into mid-January. Ski patrol crews are essential to a resort's operations, handling avalanche mitigation, terrain openings, and on-mountain safety response. Their absence changed how much of the mountain the resort could safely operate, directly affecting the guest experience. Service fell short of what guests had booked and paid for, and they called to say so.

Cutting Direct Mail Costs by 15% for an Automotive Marketing Appreciation Program

A global marketing and advertising technology agency needed a fulfillment partner for a monthly customer appreciation program on behalf of a major U.S. automotive manufacturer. Each new car buyer receives a paint pen matched to the exact color of their vehicle, packaged with a branded letter and a coupon for service at their dealership. Qualfon designed and managed the entire operation from a single location, delivering zero-defect production through the program's first two monthly mailings while reducing execution costs by 15%.

Transforming Outbound Sales Performance for a National Telecommunications Provider

When outbound sales programs run across multiple vendor partners simultaneously, sales performance gaps can go undetected for months. Without a unified view of the data, there is no reliable way to identify where underperforming calling windows are draining resources, which lead segments are producing returns, or what operational changes would have the greatest impact.