Case Study: Leading Health Insurer improves member support with TTEC

A leading health insurer overcomes new member onboarding challenges with partnership strategy

Leading Health Insurer partnered with TTEC to improve new member onboarding and member support as regulatory changes under the Affordable Care Act drove a surge in contact center volume. The insurer needed a scalable outsourced service model with associates who could deliver fast, accurate, and member-friendly assistance.

TTEC analyzed call drivers, built customized training, and coached associates to sound conversational while understanding the client’s culture, products, and HIPAA requirements. TTEC also held town halls and weekly process-improvement calls to better integrate associates with the client’s team, helping it earn the highest overall performance score among nearly 30 vendors and grow from 150 associates on one line of business to about 800 employees across multiple lines of business.