Case Study: Top 5 U.S. Healthcare Provider achieves a 45% reduction in callbacks with Mattersight

Leading healthcare provider slashes callbacks in the service center

Top Healthcare Provider, a top 5 U.S. healthcare provider serving 50 million+ members, needed to reduce callbacks and improve first-call resolution in its large service center. The organization turned to Mattersight and its Behavioral Analytics solution to make member interactions faster, easier, and less frustrating.

Mattersight expanded the deployment with linked-call analysis, root-cause identification, callback-rate measures, and reporting tools delivered through a desktop portal for managers and supervisors. The result was more than 35,000 coaching sessions, over 25,000 callbacks analyzed, and a 45% reduction in callbacks over three years, removing more than 1,000,000 calls from the call center.