Case Study: SCAN Health Plan improves contact center performance with Brightmetrics

SCAN Health Plan reduces agent turnover to 14% with Brightmetrics

SCAN Health Plan, a not-for-profit Medicare Advantage provider, faced challenges with its cumbersome contact center analytics. Their previous system required multiple tools and specialized expertise to extract data, making it difficult to gain real-time insights into fluctuating call volumes and the performance of their growing remote workforce. To enhance decision-making and improve member experiences, they turned to vendor Brightmetrics and its analytics platform integrated with their Genesys contact center.

Brightmetrics provided SCAN with a simplified, intuitive solution for real-time and historical data analysis. The platform's customizable dashboards enabled leaders to quickly identify operational issues, optimize agent allocation, and provide targeted coaching. This resulted in more efficient call handling, maintained high service quality, and supported SCAN's impressively low agent turnover rate of 14%. Brightmetrics also equipped SCAN with the tools to ensure compliance with government-regulated metrics like Average Speed of Answer.

SCAN Health Plan