Case Study: Health Insurance Company achieves flexible contact center growth with TTEC at-home agent solution

Health Insurance Company - Customer Case Study

TTEC helped RSA Medical, a healthcare services organization bridging patients and health insurance companies, address contact center capacity constraints as its business grew. To expand service levels without taking on the cost and complexity of a new physical site, RSA Medical explored a flexible at-home agent model.

Working with TTEC and an Avaya-based platform, RSA Medical piloted remote agents and then expanded the program as results improved. The solution reduced hardware and setup costs by nearly $300,000, lowered strain on IT resources, improved sound quality and call reliability, strengthened security, and gave the company a scalable workforce model with plans to grow to 250 remote agents.