CareChoice’s Journey with Dialpad: Achieving Optimal Service Levels

CareChoice, an organization with 810 employees in the APAC region, provides critical support services for people living with disabilities. Their work spans Behavior Support, Support Coordination, connecting clients with purpose-built disability housing, and delivering essential support services for clients, which involves considerable communication with clients and their Support Workers.

However, the organization faced challenges that impacted their ability to operate at optimal service levels. Although their existing communication system worked with their day-to-day operations, it was missing some features: it wasn’t cost effective, couldn’t integrate with their Salesforce database, and lacked real-time visibility into call data.

“Our KPIs focus on service levels and call abandonment rates. We need to be responsive and available to our workers in the field and our clients, especially given the nature of our industry. But we weren’t able to determine how many calls each agent had taken for comparison purposes, and who was taking more of the workload,” Without the right tools to gain insight into call data, meeting these KPIs was difficult.

To address these challenges, CareChoice turned to a trusted Dialpad Channel partner, Telarus to find a better solution. We sat down with Julie Schesser, Customer Experience Manager, and Georgia Hollingsworth, Coordination Manager, to explore how Dialpad’s solutions have transformed their communication systems, enabling them to provide exceptional service to clients and employees alike.

Transforming Operations with Reliability, AI Insights, and Flexibility

Reliability and uptime ensure seamless operations

One of Dialpad’s most immediate benefits was its reliability. Georgia noted, “We haven’t had any outages with Dialpad so far.” Even when updates or maintenance activities do occur, they’re communicated in advance, ensuring minimal disruption to business operations.

Improving service levels with live dashboards

Dialpad’s live dashboards and analytics have been life-changing in helping CareChoice meet its KPIs. These tools provide granular insights into metrics like call volume, service levels, and abandonment rates, enabling managers to make data-driven decisions.

Georgia explained, “Having visibility into where people are and what they’re doing helps us manage service levels and meet our targets. The best part is that the live dashboard contains exactly the right kind of information we need.”

This live dashboard feature has allowed teams to maintain high levels of responsiveness, even during peak demand periods. Having the right information also makes sure the team can use the data to its fullest potential.

Ai-powered tools improve responsiveness and client care

Dialpad’s Ai-powered features, including voicemail transcription, help to ensure no critical messages are missed. In addition to voicemail transcription, Ai Recaps also help the team save time, as they don’t have to manually listen to previous calls to determine what the next steps are for each client call.

Julie noted, “Having accessibility to voicemail so easily means we can quickly call people back. It’s simple, but it works exactly as it should.” She added, “Ai Recaps and transcripts save us time when we follow up on action items, review call trails, complaints, and more.”

Dialpad’s sentiment analysis feature provides real-time insights into the tone of customer interactions, enabling proactive intervention when necessary.

At the same time, Dialpad’s Ai CSAT analysis gives CareChoice insights into how well calls meet client expectations—that’s every call, not just those where the customer filled out a survey.

Julie shared, “Although we did not have CSAT previously, and don’t have comparison data, it's now an important company KPI.”

Similarly, Ai Scorecards helps the team spot issues more easily and identify agent coaching opportunities quickly. Julie added, “Being able to grade calls lets us evaluate conversations quickly, especially when it’s so simple to use and in real time.”

By gathering real-time sentiment analysis and customer satisfaction scores during calls, CareChoice can evaluate and improve their service levels. Georgia emphasized, “These tools help us meet our KPIs by ensuring we’re responsive and addressing issues—as they arise.”

Supporting inbound and outbound communication

CareChoice’s use of Dialpad spans both inbound and outbound communications, with teams using Dialpad Sell and Dialpad Support licenses to meet diverse needs. “Agents in my team make a lot of outbound calls to fill shifts,” Georgia said, referencing the vital role of outbound communication in their operations. Meanwhile, other teams focus heavily on managing inbound calls, like client inquiries and support requests.

Dialpad’s contact center tools, including call queues and real-time reporting, have been instrumental in balancing these workloads. The platform’s flexibility allows smaller teams, like the New Business team, to manage calls efficiently. Julie explained, “[With call routing], we’ve set up after-hours messaging so that even if no one is available, the caller gets clear instructions, and we can follow up immediately.”

Simplifying onboarding with user-friendly features

Onboarding new hires has become significantly easier with Dialpad’s intuitive interface and resources. CareChoice has utilized Dialpad University, which provides comprehensive training modules. “The reference documents are very handy, especially for analytics,” Georgia noted. Julie added that Dialpad’s user-friendly design ensures most employees can quickly become comfortable with the platform, even without extensive training.

To further streamline onboarding, Dialpad offers managers the ability to assign training courses and track completion through Dialpad University. This ensures new agents are equipped with the knowledge they need to succeed from day one.

Flexibility for a small but mighty team

One of Dialpad’s standout advantages is its ability to provide big-business functionality for smaller teams. Dialpad allows the small CareChoice team to easily manage and make changes to call flows and agent profiles—which goes a long way in helping the team work flexibly despite its small size.

“Thanks to Dialpad, the team no longer has to wait for someone from IT or a manager to make call flow and profile changes, which frees up unnecessary roadblocks for us.” Julie shared.

CareChoice achieves seamless, client-focused communication

CareChoice’s adoption of Dialpad has revolutionized their operations, enhancing reliability, visibility, and efficiency. Julie explained, “Our NPS score increased from 2023 to 2025, which is a great sign that Dialpad has contributed to enhancing the overall company performance.”

From Ai-powered insights and real-time analytics to flexible routing and user-friendly onboarding, Dialpad has equipped CareChoice with the tools needed to provide outstanding service to clients and employees alike.