Case Study: CHRISTUS Health Plan achieves 50% time savings on call quality assurance with Invoca

Using Invoca to automate quality assurance in the call center

CHRISTUS Health Plan, a healthcare provider offering Medicare Advantage and HIX plans, needed a better way to manage an increasingly complex omnichannel member journey and to evaluate call center agents more accurately. Using Invoca, the team sought to connect online and phone interactions while replacing manual call scoring that was time-consuming and based on only a small sample of calls.

Invoca helped CHRISTUS Health Plan automate call quality assurance, record and transcribe every call, and use intelligent call routing to connect members with the right agent faster. As a result, the team cut time spent on call quality assurance by 50% and improved agent coaching with more accurate scoring, clearer feedback, and better visibility into teachable moments.

CHRISTUS Health Plan

Sherita Vance

Broker Support Specialist