Case Study: Leading Not-For-Profit Health Plan achieves 3% reduction in repeat calls and higher customer satisfaction with Verint Systems

Leading Not-For-Profit Health Plan - Customer Case Study

A leading not‑for‑profit health plan in New England, serving group plans, state and federal employees and Medicare recipients, operates a 500‑agent contact center handling roughly 2.5 million interactions a year (primarily by phone). The organization needed to elevate member experience by reducing repeat calls, lowering average handle time, and quickly understanding how policy or network changes and events (like natural disasters) affected call volume and satisfaction.

The insurer deployed Verint Call Recording (100% of calls), Verint Quality Management (monitoring ~20% of calls), Screen Capture and Speech Analytics to surface emotional and repeat callers, drive targeted coaching, and produce monthly executive KPI reports. The program cut repeat calls by 3% (about 70,000 calls annually), reduced call volume and average handle time, boosted customer satisfaction, and delivered near‑real‑time root‑cause insights to guide training, operations and business decisions.