Case Study: a leading health plan company reduces handle time and boosts patient satisfaction with Conduent

Reducing handle time while increasing patient satisfaction

A leading health plan company faced challenges with low patient satisfaction, high call handling costs, increasing compliance fines, and high staff turnover. They partnered with Conduent to transform their call center operations.

Using its unified customer platform integrated with proprietary tools, Conduent automated and accelerated responses to complex patient inquiries. This implementation rapidly reduced average handle time by 17% within six weeks, improved customer satisfaction by 13%, decreased after-call work by 50%, and reduced compliance risk with automated notes.