How Visiting Angels Transformed Operations with Remote Staff

Visiting Angels of Central Wisconsin, a multi-location home care franchise, was struggling with inconsistent communication across three territories. Fewer than half of their 500–600 weekly calls were being answered live, leaving caregivers without timely support and families waiting for crucial updates. Turnover continued to rise, and local hiring was both limited and costly. The agency needed a scalable way to improve responsiveness and reliability, without increasing overhead.

“We’re providing better care and reducing overhead. That’s every business owner’s dream.”

- Co-Owner | Visiting Angels Wisconsin

Challenges

Despite strong demand across three territories, the agency struggled to maintain consistent communication and support for caregivers and families.

1. Inconsistent Live Call Coverage Across Three Offices

With 500–600 calls per week, fewer than half were answered live. This led to:

Caregivers unable to reach a real person for urgent issues
Families experiencing delayed responses
Phone tag and repeat work for staff
Increased caregiver frustration and turnover

Caregiver surveys confirmed the trend for 6–7 years:
“Speaking to a live person” remained their #1 concern.

2. Cost & Limitations of Local Hiring

Hiring locally across three locations wasn’t feasible:

Limited qualified candidates
High labor costs
No affordable solution for peak call times
Answering services couldn’t solve problems — only take messages

Visiting Angels needed a scalable model that delivered real-time support, not voicemail.

The ClearDesk Solution: Building a High-Quality Remote Call & Scheduling Team

ClearDesk partnered with Visiting Angels leadership to understand their call volume patterns, scheduling workflows, caregiver communication challenges, and peak load times. Together, we built a candidate profile focused on:

Empathetic, caregiver-facing communication
Strong English and customer-service experience
Reliability and consistency
Ability to solve issues live, not just take messages
Process alignment and documentation skills

Within weeks, ClearDesk sourced, trained, and integrated the first remote call specialist into daily operations, quickly followed by additional specialists as call volume and efficiency improved.

The team ramped significantly faster than any previous local hire, allowing Visiting Angels to shift from reactive communication to predictable, reliable coverage across all three offices.