Critical Call Center Metrics For Health Insurers

Robert Ayala

Robert Ayala, Director, Contact Center Services  supports Wunderman’s Call Center Optimization services; providing 20-plus years of experience in call center analytics, strategy, planning, resource development and technology. Robert is an innovative and driven leader with successful track records across many contact center initiatives including increased customer acquisition, improved client satisfaction, vendor selection and implementation, and operational gap analysis and mitigation. 

Positive customer experience is critical to the longevity of any business. A company’s call center plays a major role in creating and maintaining that positive customer experience. Historically, many top e-commerce organizations worldwide haven’t shown great interest in displaying call center phone numbers on their homepage, nor have they relied on assisted sales. However, a shift is occurring in that philosophy as businesses rely on call centers to increase revenues through improved sales and conversion, and provide insights on customer interactions otherwise unavailable.  This applies to health insurers and Medicare Advantage plans as well.

As such, measuring and understanding call center metrics is a major focus. Business models that require phone assistance for their customers should set up clear processes from the beginning to monitor call center metrics.  Managing to the five call center metrics below for your business can provide improvements where it matters most. Specific benefits we have seen with Medicare Advantage providers when focusing on these metrics include:

 Call Center Graphic

 

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Tags: metrics, performance, member engagement, customer centric, call center, performance

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