Case Study: UPMC Health Plan improves agent coaching and member experience with CallMiner

UPMC Health Plan reduces call volume by 187,470 with CallMiner

UPMC Health Plan, a premier health system, faced challenges in its unscripted contact center due to a manual quality assurance (QA) process. Their small QA team could only review a handful of random calls each month, leading to potentially biased assessments and limited data for effective agent coaching. This hindered their ability to improve the member experience. They implemented the CallMiner conversation intelligence platform to overcome these obstacles.

Using CallMiner, UPMC developed a 'World Class Call Score' to analyze 100% of member calls. This provided daily, data-driven feedback to agents and coaches. The solution delivered significant results, including a 200% increase in appointment scheduling, a reduction in call volume by 187,470 calls, and operation under budget. CallMiner enabled improved coaching, greater efficiency, and a enhanced member experience.

UPMC Health Plan