Challenge

For a large leading health plan, a Medicare Advantage plan provider and a long-time ResultsCX client, specific call quality issues were causing significant member frustration:

• Excessive dead air, overly long hold time, and too many internal transfers
• Scripting requirements that irritated callers
• Inaccurate information, driving an excessive 4% callback rate

Solution

ResultsCX experts leveraged analytics to identify the root cause of the problems and developed tactical interventions to:

• Eliminate incorrect instructions and inaccuracies driven by the client’s learning management system
• Loosen and improve call scripting requirements to enhance empathy and politeness of support experience
• Reduce system complexity to limit periods of inactivity during calls