Veyo is reinventing the healthcare patient transportation model.
The non-emergency medical transportation (NEMT) broker is the first and only broker to directly integrate the latest technology with healthcare-trained and credentialed rideshare fleets. Smart logistics, big data, GPS-tracking, and mobile technology allow Veyo to provide vulnerable patients with rapid and cost-effective rides to medical appointments. Veyo’s technology continuously tracks and manages its virtual fleet of drivers in real-time, leading to decreased costs, increased efficiencies, and better outcomes for their patients.
“It took time away from coaching and developing agents,” says Rosalind Weekley, a Veyo contact center manager. “It was frustrating at the leadership level, and agents were unable to identify where they stood.” The lack of consistent analytics and reporting made it difficult for agents to achieve bonus goals, track progress, or modify their performance for better results.
Contact center managers loved the ability to perform analysis and instantly review results in a single environment. Agents loved real-time visibility into their performance and how it contributes to the team and the company’s overall success. “Improved reporting led to increased efficiency and uniformity,” says Jordan Hughes, contact center manager in Veyo’s Phoenix location.
Hughes also appreciates the detailed insights about agent performance. “It allows us to provide real-time feedback to agents and set goals that they can see and measure every day.”
Because the analytics are automated, managers no longer have to conduct manual data collection and analysis. “Supervisors now spend more time managing performance versus creating reports and agents have more control of their success,” Weekley says.
The gamification features are among the most popular for Veyo employees, who participate in team competitions and individual challenges, which boost performance and make the job more engaging.