Health Plan Reduces Wait Times by 85%
Healthcare
Case Study
The Overview
In today’s healthcare landscape, being proactive is crucial for health plans to ensure member satisfaction. Anticipating challenges helps avoid support bottlenecks and enhances the overall experience, especially during high-demand periods like open enrollment. Efficient communication is key to retaining and engaging members.
The Challenge
A statewide not-for-profit health insurance company with 600,000+ members was preparing to open enrollment for a new health plan. Even before the anticipated surge of calls, queue wait times at their contact center stretched above three hours.
High wait times and abandoned call rates created member frustration and the risk that members wouldn’t reach the company at all.
The Solution
Our BPO partner, who specializes in serving only health plans, took over contact center operations and quickly onboarded a new team of agents within just two weeks. They implemented operational best practices during the onboarding process to ensure a smooth transition.
Leveraging their expertise in workforce management and call center operations, they scaled and optimized the service, driving significant improvements across all key performance indicators (KPIs).
600,000+ Members
85%
Reduction in Wait Time
48%
Drop in Abandoned Calls
85%
Calls < 30 Secs
The Successful Outcome
Our partner reduced queue wait times by 85% and decreased abandoned calls by 48%, greatly enhancing the overall member experience.
They now manage a wide range of inbound calls for the client, including inquiries related to provider services, eligibility, claims status, and more. Our BPO partner, has 23 years experience serving health plans and serves over 150 payors for contact center services, claims, and digital conversion.