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The Challenge: Our client since November 2018, a leading American footwear company, faced significant challenges with their website and distribution center as they approached their peak season. This nearly $4 billion company found itself dealing with a large backlog of customer inquiries, resulting in call wait times exceeding one hour
The Challenge: Our client offers an over-the-counter benefits program and serves over 15 million Medicare Advantage members. Committed to fostering healthier lifestyles among its members, the client routinely deploys targeted programs aimed at making healthy products accessible and affordable. At the start of each Medicare plan year, member inquiries regarding
The Challenge: Our client, a leading $15 billion telecommunications and media company, were seeing consistently suboptimal AHT which created a backlog in customer service volume. The AHT issue created lengthier waiting and resolution times for customers, subsequently decreasing overall satisfaction and NPS. This had a direct impact on employee behaviour.
The Challenge: The health plan client was grappling with inefficiency and frustration caused by their outdated method of deploying customer service personnel. Their manual onboarding process created a labyrinth of obstacles, particularly during peak seasons like enrolment, disrupting training sessions and leading to high attrition rates. Operating within the tightly
The Challenge: Due to various client-driven events, including an app overhaul and erroneous email communication to subscribers, the streaming entertainment company’s internal Social Experience Management (SEM) team encountered hurdles, impacting efficiency and response time. A series of phishing incidents further compounded the challenge. Together, these issues led to a notable
The Challenge: For a prominent U.S. streaming entertainment client, the absence of a tool offering directional guidance on call flows, particularly focusing on the primary drivers, led to a prolonged speed-to proficiency for new hire agents. This deficiency was adversely affecting both customer experience and efficiency metrics within the organization.
Challenge Higher Star Ratings are associated with a strong reputation and increased enrollment, retention, and revenues. But the truth is MA plans often find it challenging to achieve and maintain a high rating as Star Survey scores correlate to several dynamic and demanding factors: Plans must demonstrate strong performance across
Challenge Chronic conditions pose significant challenges to individuals and healthcare systems alike. Back in 2021, a leading health plan client was concerned that their members were not getting adequate care for their chronic conditions, posing potential risks to member health and the plan’s financial operations. Facilitating patient education, empowerment, and
The Challenge: Our client, a prominent multi-billion dollar financial services company, faced a critical need to establish a multilingual sales force, with a specific emphasis on the burgeoning German market. With a primary focus on mid-market to enterprise-level merchants, the client lacked support for smaller businesses looking to set up
The Challenge: Our client, a prominent US-based bank encountered a persistent challenge for delinquent accounts, specifically those overdue by more than 60 days. Their PTP rate for customers in the 60+ day aging bucket (indicating accounts overdue by more than 60 days) was alarmingly low, hovering around 30%. This low
