Insurance/Healthcare

When given the option, customers chose to receive a VHT Callback 44% of the time.
When given the option, customers chose to receive a VHT Callback 44% of the time.
Over 4.5 million insurance customers used the VHT Callback option.
Over 4.5 million insurance customers used the VHT Callback option.
Over 10 million insurance customers received an improved experience.
Over 10 million insurance customers received an improved experience.

Challenge

Health insurance companies face unique challenges every day. In addition to the usual busy periods in the insurance industry around open enrollment, the recent implementation of the Affordable Care Act has added a new level of customer needs to the equation. With all of this uncertainty, many customer service centers aren’t ready to handle the huge volume of calls and inquiries that these companies face. Due to the complex nature of the questions and situations involved in the customer journey, Health insurance inquiries can take far longer than in other industries. This can greatly impact workforce optimization, and add multiple steps to the customer service process.

In addition to any issues insurance providers may face, customers are subject to issues using web portals and mobile apps that require a large of amount of data input up front. Because information is sensitive, customers feel most comfortable speaking to a real person who can empathize with them and offer a personal touch throughout the process. When customers do choose to utilize an online tool first, but then find they have to call in, they’re required to start the process over from the beginning. Likewise, customers who start with a phone call are forced to listen to irrelevant prompts and wait on hold.

insurance1
insurance2

Solution

VHT Callback is the standard solution for inbound contact centers looking to improve customer service and reduce call abandonment during busy seasons. Customers are less frustrated with streamlined processes, where they don’t have to repeat themselves or wait on hold.

To take customer service to an even higher level, VHT Conversation Bridge can be implemented, allowing customers to skip the IVR altogether, requesting a callback directly from your website or mobile application.

Key Statistics

Since mosts callbacks are answered in 16 seconds, whenever VHT is treating calls, the impacts are:

Average speeds to answer were reduced from 6.5 minutes to 3.6 minutes during periods when VHT was greeting callers.

Over 3.3 million additional callers were answered within service level goals by using the VHT Callback solution.

VHT saved over 623,000 callers from abandoning the queue. VHT was able to reduce the abandon rate from 13.5% to 7.5%.

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