Case Study · Recovery Unplugged

487 hours of PTO, measured in dollars.

When a full summer of staff vacations threatened to swallow the admissions line, Recovery Unplugged answered every single call, and turned the quiet season into its best one yet.

Behavioral healthMulti-site admissionsSummer peak season

View all results

The bottom line · Jul–Aug

$0K

in admissions revenue maintained through 487 hours of staff PTO, with zero added headcount.

hours of PTO covered

of calls answered

missed opportunities

$0K

saved vs. temp staffing

The Challenge

A full summer of empty desks.

Recovery Unplugged's admissions team faced an unprecedented 487 hours of staff PTO across July and August. Hundreds of potential admission calls were at risk of going unanswered, and the staff who stayed behind were one step from burnout.

The Solution

Admissions agents that never take a day off.

RVKAI's specialized admissions agents were deployed to handle overflow and after-hours calls. Each one was trained on the facility's exact protocols, insurance verification steps, and empathy-first scripts, so every caller met the same standard of care.

The scoreboard

Four numbers that closed the summer.

100%

Answer rate

Every call picked up

487

Hours covered

Staff PTO, fully bridged

Missed leads

Zero dropped opportunities

40%

Revenue increase

During the coverage window

How we got there

From first call to live coverage in under three weeks.

Discovery & planning

1 week

Analyzed call patterns, pinpointed peak PTO windows, and designed custom agent protocols.

Agent training

1 week

Trained agents on facility-specific protocols, insurance requirements, and conversation flows.

Testing & refinement

3 days

Ran real-world scenarios end to end and tuned agent responses against live feedback.

Launch & monitoring

Ongoing

Deployed with 24/7 monitoring and continuous optimization throughout the PTO period.

The full picture

Every metric, on the record.

Call handling

Total calls handled: 1,247
Average response time: <3 sec
Call completion rate: 99.2%
Escalation rate: 8.5%

Business impact

Revenue maintained: $487K
Cost savings vs. temp staff: $124K
Admissions conversion rate: 42%
Customer satisfaction: 4.8/5

Operational efficiency

Staff PTO hours covered: 487
Missed call reduction: 100%
After-hours coverage: 24/7
Implementation time: 2.5 wks

Why it mattered

What it changed on the ground.

Zero missed calls during peak vacation season

Staff took well-deserved time off without worry

Consistent, high-quality admissions conversations

Seamless integration with existing processes

Real-time performance monitoring and reporting

A scalable answer to future staffing gaps

5.0

Rating

“The Web Navigator kept our admissions flowing even through 487 hours of staff PTO. It handles intake questions, guides families through their options, and collects the right details, so our team could finally take time off without a single missed inquiry.”

100% answer rate · 487 hours of PTO

Wulter Flores

Admissions Director, Recovery Unplugged

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Case Study · Recovery Unplugged

487 hours of PTO, measured in dollars.

When a full summer of staff vacations threatened to swallow the admissions line, Recovery Unplugged answered every single call, and turned the quiet season into its best one yet.

Behavioral healthMulti-site admissionsSummer peak season

View all results

The bottom line · Jul–Aug

$0K

in admissions revenue maintained through 487 hours of staff PTO, with zero added headcount.

hours of PTO covered

of calls answered

missed opportunities

$0K

saved vs. temp staffing

The Challenge

A full summer of empty desks.

The Solution

Admissions agents that never take a day off.

The scoreboard

Four numbers that closed the summer.

100%

Answer rate

Every call picked up

487

Hours covered

Staff PTO, fully bridged

Missed leads

Zero dropped opportunities

40%

Revenue increase

During the coverage window

How we got there

From first call to live coverage in under three weeks.

Discovery & planning

1 week

Analyzed call patterns, pinpointed peak PTO windows, and designed custom agent protocols.

Agent training

1 week

Trained agents on facility-specific protocols, insurance requirements, and conversation flows.

Testing & refinement

3 days

Ran real-world scenarios end to end and tuned agent responses against live feedback.

Launch & monitoring

Ongoing

Deployed with 24/7 monitoring and continuous optimization throughout the PTO period.

The full picture

Every metric, on the record.

Call handling

Total calls handled: 1,247
Average response time: <3 sec
Call completion rate: 99.2%
Escalation rate: 8.5%

Business impact

Revenue maintained: $487K
Cost savings vs. temp staff: $124K
Admissions conversion rate: 42%
Customer satisfaction: 4.8/5

Operational efficiency

Staff PTO hours covered: 487
Missed call reduction: 100%
After-hours coverage: 24/7
Implementation time: 2.5 wks

Why it mattered

What it changed on the ground.

Zero missed calls during peak vacation season

Staff took well-deserved time off without worry

Consistent, high-quality admissions conversations

Seamless integration with existing processes

Real-time performance monitoring and reporting

A scalable answer to future staffing gaps

5.0

Rating

“The Web Navigator kept our admissions flowing even through 487 hours of staff PTO. It handles intake questions, guides families through their options, and collects the right details, so our team could finally take time off without a single missed inquiry.”

100% answer rate · 487 hours of PTO

Wulter Flores

Admissions Director, Recovery Unplugged

Book an Assessment