Project Background |
A major health insurance company serving nearly 50 million members with over 24,000 providers and annual revenues of over $2 billion. 400 CSRs in two locations linked as a virtual center. Company regularly ranks among best in class in customer service and employee satisfaction |
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Business Challenge |
Advice sought by management on right number and sizing of call centers. Need to increase scheduling efficiency without negatively affecting agent morale. Required independent assessment of overall call center performance. |
Project Approach |
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Business Benefits |
The assessment yielded several key recommendations which included:
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Project Background |
A major provider of health insurance – member of a national association of health care plans. The company delivers individual and group health plans and third party administration services to large clients |
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Business Challenge |
Sales and enrollment process was overly complex, didn’t meet different needs of different customer segments |
Project Approach |
Two person project team worked with cross-functional team of client staff, departmental management, and executive management over six months to:
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Business Benefits |
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Project Background |
Major health care provider known for providing outstanding customer service and operational excellence |
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Business Challenge |
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Project Approach |
Two person project team worked with cross-functional team of client staff, departmental management, IT, supervisors, process subject matter experts and executive management over 5 weeks to:
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Business Benefits |
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