Contact Center Streamlining Improves Customer Service and Nets Significant Cost Savings
Health Care Case Study
Company Overview:
This health care organization partners with the U.S. Department of Defense (DoD) to provide active and retired uniformed service members and their families access to high-quality, affordable health care.
Purpose:
Utilize analytics in six strategically located contact centers spanning a 21-state service area in multiple time zones to provide cost-effective customer service while minimizing service variability.
Business Objectives:
- Capture relevant customer insights and use them to positively impact the firm's key performance indicators.
- Reduce CSR performance variability.
- Increase IVR usage.
- Become a highly differentiated health care partner to the Department of Defense.
The Solution:
- Deployed Behavioral Analytics™ to 400+ CSRs in six contact centers.
- Deployed Self Service Analytics to analyze a significant percentage of IVR interactions.
- Adopted Business Monitoring to drive business benefits and a continuous improvement process.
The Process:
- Established base line metrics, goals and objectives.
- Installed, integrated and tested Behavioral Analytics™.
- Deployed Business Monitoring to ensure all relevant business data is transformed into actionable strategies.
- Used Behavioral Analytics™ to drive a continuous improvement process.
Results:
- Significantly exceeded business case cost-saving objectives in years one and two of the deployment.
- Time spent reviewing service shortfalls decreased 43%.
- The number of reported problem calls decreased by 62%.
- CSR tenure increased 64%.
- Customer satisfaction rating rose to 95%.
- Received JD Powers award for exemplary customer service.