Optimizing performance for great service

CLIENT

Regional U.S. Health Insurance Provider with 4+ million members

Situation

As the organization entered a new year, the leadership team received significant growth objectives for its Medicare business. Leaders wanted to understand what it would take to deliver higher performance at a lower cost through their sales call center.

Objective

Create a roadmap to achieve the growth plan.

What we did

• Given the complexities of not just health care insurance but also the requirements for customer experience and quality of working in Medicare, reviewed each contact center discipline against health insurance sales best practices

• Collaborated with key stakeholders to get alignment on strategic roadmap of tactics to drive improved results

• Sized staffing required to achieve financial objectives and required service levels and constructed ROI model for implementing the changes

Outcome

Delivered growth plan to drive incremental 15% growth year-over-year from appropriate resourcing, training, call handling and contact strategies.