Why generic call center metrics don’t work for NEMT

Average handle time and calls per hour can be useful, but in non-emergency medical transportation they are never the full story. Riders care about being picked up on time, brokers care about clean data, and you care about profitable miles. That means the call center has to be measured against trip outcomes, not just phone activity.

We encourage NEMT owners to start by mapping a simple journey: first call, trip booked, driver assigned, rider picked up, claim submitted and paid. Then we design a small set of call center metrics that line up with that exact journey.

Designing a simple daily scorecard for dispatch and CSRs

Most small fleets drown in spreadsheets that nobody reads. Instead, SS Support Network builds a one-page scorecard that your dispatchers and customer service representatives can understand instantly. It includes items like abandoned call rate, time to answer during peak windows, bookings per hour and same-day trip fill rate.

The power of the scorecard is not the numbers themselves; it is the daily conversation. Each morning or at the end of a shift, we quickly review where things drifted and what tiny process tweaks are needed to keep riders moving.

Blending phone, trip and billing data into one picture

If your call center dashboard, routing board and billing system all tell different stories, your team never knows what is really happening. Our teams connect the dots: we track how many booked trips actually run, how many get cancelled, and what percentage of those trips turn into clean, paid claims.

When that blended picture is visible, you can finally see the cost of missed calls, sloppy intake notes, or drivers not being updated in time. It becomes obvious why the call center is not a cost center, but the control room for your entire NEMT operation.

How SS Support Network operationalizes these metrics for clients

For every new client we onboard, we start with discovery. We review your existing reports, listen to call recordings and sit virtually in your dispatch room. Then we propose a small set of metrics that we will own together.

From there, our supervisors and QA leads track those numbers in the background while our CSRs and dispatchers focus on doing the work. You get a simple summary and clear recommendations without having to spend your nights buried in dashboards.