Case Study: Health Insurance Provider improves call center performance with Harte Hanks

Health Insurance Provider Improves Inbound Call Center, Sells More Plans

A health insurance provider faced challenges in managing its growing inbound call center during open enrollment periods. It needed to accurately forecast call volume, staff the center with knowledgeable agents, meet strict service agreements, and improve the tracking of all customer communications. To address this, they partnered with Harte Hanks to enhance their operations and compliance.

Harte Hanks implemented a solution involving call volume modeling, agent cross-training, and a new workflow process to ensure licensed sales agents were always available. They utilized the Oracle RightNow Technologies CRM system for tracking, reporting, and regulatory compliance. This resulted in the client achieving over 99% SLA for Medicare plans and over 97% for ACA plans, with very low abandon rates, enabling significant business growth and a sharp reduction in customer complaints.