Healthcare Call Center Study

OBJECTIVE: IMPROVE CUSTOMER SERVICE, IMPROVE SCALABILITY AND REDUCE COSTS

A leading medical group, focused on the well-being of its patients, was in search of a HIPAA compliant, scalable contact center solution to replace their in-house member services department in an effort to reduce costs. The company, a physician-owned, primary care medical group, offers patients a network of full service health care facilities in ten locations throughout Orange and Los Angeles Counties.

The scalable call center services were necessary to meet the increased needs of their call volume since they had outgrown their current facility. In addition, it was looking to reduce overall costs for their member services operations and to outsource eligibility, member verification, PCP changes and benefit information calls.

THE ANSAFONE SOLUTION: A COMPREHESIVE CUSTOMER CARE METHODOLOGY

In 2008, the medical group selected Ansafone to support all of the company’s member service needs with the ability to launch within a 90 day period. To provide a better experience for the members, Ansafone was tasked to find a solution to provide seamless service to the members. Ansafone proposed a Citrix connection for access to their internal systems which initially experienced latency with CRM navigation. Ansafone worked closely with the company’s Information Technology department to find a faster solution which would enable them to field more calls and handle the fluctuations in call volume. They also had the scalability to grow with the departmental needs.

Ansafone’s strengths are in providing the right people for the right program through its performance driven culture. Through a systematic skill profiling and extensive recruiting process, Ansafone finds the ideal candidates possessing a combination of customer service and problem solving skills to meet the needs for each of their programs. Ansafone’s culture contributes to lower attrition rates which adds value for their customers.

Ansafone conducts extensive training on customer service and communication strategies and maintains consistent coaching by their highly skilled management team.

Best practices are leveraged across all customer care programs, including call flow and problem solving techniques.

Understanding key metrics assist in driving the highest value.

ANSAFONE RESULTS: IMPROVED SCALABILITY, INCREASED CUSTOMER SATISFACTION AND A 42% COST SAVINGS

Ansafone is able to provide a flexible and scalable operating environment that can accommodate dynamic shifts in volume, workload and staffing requirements. Through the use of a robust workforce management system, Ansafone is able to predict volume with a 3% variance.

Ansafone is also able to provide the client with a fresh perspective on technology and processes due to both the economies of scale and their expertise in the industry. This has greatly increased the average speed of answer for this program and also resulted in low abandonment rate. Ansafone provides the client with an abandonment rate that is consistently below 3%.

Ansafone has been able to provide the same level of service while reducing the medical group’s overhead costs by an impressive 42%. This is due to the factors mentioned above as well other measureable metrics including maintaining high service levels, high first time call resolution rates, strict adherence to procedures and exceptional member services etiquette. Service metrics are 17% improved in our environment compared to their internal center.


Ansafone’s service level is 17% above the company’s in-house center
Key benefits:

  • Superior customer management services
  • Flexible and scalable operating environment
  • High customer satisfaction rates
  • Significant cost savings