Case Study: U.S. Healthcare improves customer experience and call resolution with TTEC

Healthcare Client Story State Agency Removes Barriers to Customer Experience Excellence

U.S. Healthcare worked with TTEC to improve the customer experience within a state Department of Insurance Consumer Health division after receiving a Customer Assistance Program (CAP) grant. The agency faced low public awareness, high dissatisfaction among users, and gaps in workforce, metrics, and data management that limited its ability to meet new customer service requirements.

TTEC developed a strategy and implementation roadmap that included consolidating seven customer service phone lines into one, improving data systems, and adding key roles such as a quality manager, reporting manager, and bilingual contact center operator. The vendor also recommended tracking monthly call resolution effectiveness and other service metrics to strengthen quality oversight and support higher customer satisfaction.