Call Center Overview
Our call center provides quality customer service with an emphasis on helping members become well informed while unilaterally focusing on providing accurate and helpful data to clients and providers.
The way we achieve this goal is by having detailed and thorough training, focusing on quality initiatives and managing the staffing and workload proactively.
The call center has a dedicated trainer who is focused on creating training documentation, training new representatives, training new clients on applications that they utilize, and working with the quality team to recognize trends for corrective or follow up training.
The trainer is involved from the very beginning of an implementation, which enables them to provide complete and accurate training material. The trainer is an expert on effective training practices and all of the applications used by the team.
The focus on exceeding service levels is evident by the results achieved by the call center. The average quality measure achieved by the team over the last year was 95% accuracy, the average abandonment rate for incoming calls was under 2%, and the average speed to answer was under 15 seconds while handling over 20,000 calls per month. The management staff makes immediate moves within the queues based on reports and the dashboard, which is monitored real time via monitors that are visible by the team and on management’s desktop. Representatives tasked with making outbound calls are provided with production goals related to outbound call volume, average handle time, and time spent on documentation.