From Six Months to 30 Days: How Borland Groover’s New Hires Beat Tenured Agents
Borland Groover cut training ramp time, slashed errors by 20%, and boosted agent quality — outperforming tenured staff within 30 days with TrueCX.
At Borland Groover, one of the nation’s largest privately held gastroenterology practices, the patient support team faced a familiar challenge: how to onboard new agents quickly and consistently in a highly complex scheduling environment. Traditional shadow-based training took weeks, left agents unprepared for live calls, and slowed hiring at a time when the center was already understaffed. That changed with TrueCX. By introducing AI-powered training simulations on day two, Borland Groover cut ramp time dramatically, reduced scheduling errors by nearly 20%, and saw new hires outperform tenured staff within their first 30 days on the floor.
“The first class trained with TrueCX outperformed my tenured agents in just 30 days. That’s something I’ve never seen before.”
— Susan Tyrrell, Director of Patient Support Services, Borland Groover
Borland Groover’s patient support center was under pressure. The team needed to hire and train dozens of agents to handle complex GI scheduling calls, yet the existing training model was slow, inconsistent, and ineffective.
- Inefficient onboarding: New hires spent two weeks shadowing a supervisor, picking up inconsistent habits depending on who trained them. Training stretched to four weeks, and even then, agents struggled on live calls.
- Staffing shortfall: Despite needing a much larger team, Susan had far fewer agents in place, and the long onboarding process made rapid growth impossible.
- High error rates: GI scheduling is uniquely complex, requiring knowledge of multiple procedures, providers, and variables. Agents routinely made nearly 200 errors per month, creating rework, patient frustration, and revenue risk.
- Painful first calls: Without structured practice, agents’ first live calls were overwhelming—longer than they should be, error-prone, and stressful.
“It was painful at best. Every supervisor trained their way, nothing was repeatable, and new hires took far too long to become productive.”
— Susan Tyrrell, Director of Patient Support Services, Borland Groover
How Borland Groover Reimagined Training with AI
- AI-driven training & simulation: Introduced TrueCX early in onboarding (day 2).
- Practice with AI personas: Agents trained on realistic scenarios before live calls.
- Actionable reporting: TrueCX score provided customer service and business-aligned metrics, not just form-based checks.
- Flexibility & scaling: Ability to increase difficulty, test empathy, catch language barriers, and identify poor-fit hires quickly.
Borland Groover began its TrueCX journey in beta with small training groups, experimenting with how AI-driven simulations could replace outdated shadowing practices. Early results showed promise, but the real breakthrough came when Susan shifted from mock calls and classroom-style “nesting” to day-two simulations with TrueCX.
This change allowed new hires to practice realistic call scenarios almost immediately — building confidence and surfacing performance insights far earlier than before. For the first time, Susan’s team could scale training to larger groups of 12–15 agents at once, instead of the 4–5 limit imposed by traditional methods.
The rollout soon expanded beyond Borland Groover’s U.S. operations. When applied to the organization’s nearshore teams in Colombia, TrueCX proved invaluable in catching language comprehension issues early, ensuring only the right candidates advanced to live calls. By standardizing training across geographies, Susan was able to deliver consistent performance regardless of where agents were located.
“I didn’t have to wait until someone hit the phones to know if they’d succeed. By the first week, I could spot which agents weren’t going to make it — and act early.”
— Susan Tyrrell, Director of Patient Support Services, Borland Groover
What Happened When Agents Hit the Floor
The impact of TrueCX at Borland Groover was immediate and measurable. Within weeks of rollout, Susan’s team saw improvements across efficiency, quality, and business outcomes that fundamentally changed how the contact center operated.
Operational Efficiency
Ramp time was cut dramatically. Instead of taking six months for new hires to reach full productivity, agents trained with TrueCX were performing at a high level in just 30 days. The new model also allowed Susan to scale training classes from 4–5 agents to 15 at once — without any drop in quality.
Quality & Accuracy
The results on call quality were striking. The first class trained with TrueCX not only matched but outperformed tenured agents within 30 days. Errors fell by nearly 20%, dropping from roughly 200 per month to around 110. In fact, Susan noted that these new hires would have qualified for quality bonuses in their very first month — something that had never happened before.
Productivity & Adherence
TrueCX also drove consistency on the floor. Handle times improved, call flows became more standardized, and schedule adherence rose from ~90% to over 92%. Agents reported less frustration and greater confidence in their roles, keeping them engaged and on task.
Catching Issues Early, Scaling Growth
Beyond the numbers, TrueCX helped Borland Groover make better workforce decisions. Susan could identify low performers within the first week, preventing costly mis-hires and reducing churn. Stronger screening and faster ramp times also meant the clinic could increase appointment capacity, driving direct revenue growth — results Susan is actively quantifying.
“Our error rate dropped nearly 20%, our new hires outperformed tenured agents in 30 days, and for the first time, they would have bonused in month one. That’s game-changing.”
— Susan Tyrrell, Director of Patient Support Services, Borland Groover
Why TrueCX?
When Susan evaluated other solutions, she found that most competitors promised to replace mock calls — but fell short where it mattered. Their scoring models simply compared performance against a checklist, without offering deeper insights into customer service quality.
TrueCX stood out because it provided customer service scoring that went beyond compliance. Its ability to measure empathy, communication skills, and industry-specific behaviors gave Susan confidence that her agents were being trained for real-world conversations — not just scripted accuracy.
Unlike others, TrueCX was built with the realities of contact centers in mind. The platform delivered true soft skills assessment and business alignment, ensuring new hires weren’t just technically competent, but also able to deliver patient-centered, empathetic care in a complex GI environment.
“Competitors could load a quality form, but they couldn’t tell me if an agent actually demonstrated empathy or built trust with a patient. TrueCX could.”
— Susan Tyrrell, Director of Patient Support Services, Borland Groover
Why GI Clinics (and Beyond) Need Human Agents
Gastroenterology brings a unique challenge: scheduling is so complex that automation alone isn’t enough. Unlike a dental or primary care appointment, GI scheduling involves countless variables that influence when and where a patient should be seen. A human agent has to make the final decision, which makes consistent, confident training essential.
TrueCX gives those agents what they need. By blending efficiency with empathy, the platform ensures staff are ready for real-world conversations. The result is fewer errors, faster scaling, and better patient experiences in environments where bots simply can’t keep up.
The lesson extends beyond GI. Any specialty or industry where interactions are complex and high-stakes — from oncology and dermatology to airlines — can benefit from TrueCX’s approach to accelerating training and preparing agents for success.
“We can’t automate GI scheduling — it’s too complex. That’s exactly why TrueCX is so valuable. It makes our people better, faster.”
— Susan Tyrrell, Director of Patient Support Services, Borland Groover
Proving That Efficiency and Patient Care Can Coexist
Borland Groover’s experience shows that even in highly complex specialties like gastroenterology, it’s possible to achieve efficiency, accuracy, and scale without sacrificing patient experience. By transforming training with TrueCX, the organization accelerated ramp time, reduced costly errors, and empowered new hires to outperform seasoned staff — all while improving adherence and morale.
For GI clinics and other specialty contact centers facing similar challenges, TrueCX offers a proven path to faster ROI and stronger patient outcomes.
Contact TrueCX today to learn how you can reduce training time, improve quality, and capture revenue growth in your contact center.