Crisis Call Center Reduced Response Time By 15% With Kure
PROJECT SUMMARY
Problem: The average time it took to handle a crisis call was 5.2 minutes. For someone in distress, that wait felt far too long. For crisis specialists, it meant growing pressure and constant mental strain.
The result? With the help of Kure, an AI-powered process improvement platform, the center streamlined their operations and brought average call times down by 15%—without losing the personal care that callers needed most.
The Problem
Crisis call centers are often the first source of support for people in emotional or mental health emergencies. In those moments, time is critical. Delays impact the person on the line but also create a backlog that leaves others in crisis waiting even longer.
At this center in Dallas, the average call lasted 5.2 minutes—too long for the fast-paced demands of crisis response. This led to longer hold times, rising stress levels among staff, and a slower overall system.
It was clear something had to change. The goal was to cut call duration by 10–15%—without sacrificing empathy, care, or outcomes. This approach reflects the principles of Ethical Efficiency™, ensuring that improvements not only reduced waste and delay, but also strengthened emotional support for those in crisis. The team understood that speed must go hand-in-hand with compassion—and that people, not just processes, must stay at the center of every decision.
A group of skilled professionals, led by a project leader in Lean Six Sigma Green Belt training, took on the challenge. To make sure they could move quickly and focus on solving the real problems, the team used Kure. Kure guided them through each step of the DMAIC method—Define, Measure, Analyze, Improve, and Control—while offering examples, suggestions, and real-time data analysis. That support helped the team move through the project up to three times faster than they expected.
The Root Causes
With Kure leading the way, the team explored what was slowing them down. Several issues came to light:
Outdated technology was making it hard for specialists to access information quickly.
Shifting priorities had left efficiency on the backburner.
The call process itself had become cluttered, with too many repeated or unnecessary steps.
All of this added time to each call and left specialists feeling overwhelmed.
The Solutions
Once the issues were clear, Kure helped the team build targeted, practical solutions:
Software Upgrades gave staff quicker access to caller details and simplified documentation.
Focused Training equipped specialists to manage calls with clarity and care—without dragging out the process.
Pre-Filled Templates allowed quick responses for common situations, so the team could focus more on the person and less on typing.
Simplified Call Flow removed unnecessary steps, making each call smoother and more direct.
Every solution was designed to speed things up without losing the human connection that callers rely on.
The Results
The changes worked—and fast. With help from Kure, the team brought the average call handling time down from 5.2 minutes to just 4.42 minutes—a 15% improvement.
More callers received help, more quickly
Wait times dropped across the board
Specialists felt less overwhelmed and more in control
Care quality stayed high, with no drop in satisfaction or outcomes
The project not only improved the numbers, it made the entire work environment more sustainable for everyone involved.
Conclusion
By using Kure’s AI-powered workflow, the crisis call center didn’t just reduce response time—they created a smarter, more efficient way to serve people in crisis. Kure’s clear guidance, real-time suggestions, and built-in examples helped the team solve problems faster and more confidently.
The success of this project gave the organization a stronger foundation for future improvements and a renewed sense of purpose. With Kure, they’ve built a more agile, more effective response system—one that’s ready for anything and always puts people first.
This project is a strong example of Ethical Efficiency™ in action—balancing the need for speed with the importance of human connection. Improvements weren’t just about cutting time—they were about reducing suffering, protecting the mental well-being of staff, and showing up with care for those who need it most.
*We value our clients’ confidentiality. While we’ve changed their names, the results are real.
