Case Study: Health Insurance Company achieves higher member satisfaction with TTEC coaching and mentoring

Health Insurance Company - Customer Case Study

Health Insurance Company partnered with TTEC to strengthen member loyalty by improving the leadership skills of its contact center team leads. The payer wanted front-line leaders who could better engage members and support more positive customer interactions.

TTEC implemented a Leadership Learning coaching and mentoring solution that included 40 hours of classroom training followed by four weeks of nesting support, coaching, and scorecard tracking. With TTEC’s program, the company achieved a 14% reduction in Average Handle Time (AHT) and a 33.35% increase in Customer Satisfaction (CSAT), helping create a stronger customer experience and more engaged members.