Case Study: Blue Shield of California improves customer experience with Performance Technology Partners

Blue Shield of California boosts caller avoidance rates by 50% with Performance Technology Partners

Performance Technology Partners (PTP) worked with Blue Shield of California, a non-profit health plan, after growth strained their outdated contact center systems. The challenges included pressure to improve metrics like caller avoidance rates, inefficient processes, and a need to align technology with their brand promise. PTP was engaged to address these customer experience issues.

The solution began with a strategic CX assessment by PTP, followed by the deployment of an updated contact center platform featuring an intelligent IVR with bilingual speech and smart routing. This implementation, which included optimization tuning and staff training, led to significant results. PTP helped achieve a 50% increase in caller avoidance rate, handled over 13 million calls annually, raised customer satisfaction, and decreased the cost per call.

Blue Shield of California