Case Study: Large Health Insurance Company achieves rapid member support scaling with TTEC

Large Health Insurance Company - Customer Case Study

Large Health Insurance Company turned to TTEC as the Affordable Care Act drove a 390% spike in member calls and a 180% surge in its member population. The insurer needed help quickly scaling customer support for questions about eligibility, membership, claims, benefits, billing, and enrollment, while also reducing hold times, improving documentation, and shortening training.

TTEC responded by recruiting, screening, hiring, and training more than 100 associates, cutting the training period by about four weeks and improving first-call resolution and member satisfaction. TTEC also helped open multiple new contact centers in Texas, Kentucky, and Florida, growing capacity to more than 1,000 associates and expanding service to evenings, weekends, and even 24x7 during peak periods.