When Blue Shield of California (BSC) experienced massive growth in their member base, their outdated systems were unable to keep up with increased demands. PTP facilitated a strategic Customer Experience (CX) assessment, then deployed a smarter contact center platform built with intelligent interaction routing, bilingual speech, and ongoing tuning and support services.
While government healthcare reforms had fueled exciting growth for BSC, their existing system presented several challenges, such as:
Pressure to boost MTMs and caller avoidance rates (CAR)
An inability to process efficiency throughout the contact center using the current platform
A need to align the customer experience with their brand promise
A Modern Contact Center Solution
After PTP conducted a strategic assessment of BSC’s existing technologies, we developed and implemented an updated customer experience solution. Our approach focused on not only upgrading technology, but also making changes that allowed for a holistic, CX-focused environment. Our strategy and implementation included:
Strategic CX Assessment
PTP collaborated with stakeholders to align BSC goals with recommended solutions, delivering an assessment that featured customer insight, industry benchmarking, and a technology gap analysis.
A redesigned IVR increased agent efficiency, incorporating features such as intelligent routing, bilingual speech, caller personas, and an intelligent desktop with screen pop.
Application Optimization Tuning and Upgrade Implementation
Both reporting and staff training were leveraged for maximum use of new features.
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50% CAR increase
customer satisfaction scores
cost per calls handled
BSC is an independent member of the Blue Shield Association and a non-profit health plan that provides high-quality healthcare to Californians.
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Since our beginning, we've been passionate about helping our clients provide the best customer experiences possible. This passion, combined with a lot of knowledge and hard work, has allowed us to work with some of the top brands in the world. And we'd like to do the exact same for you. Just give us a call to get the conversation started.