Customer Service Call Center for an On-Line Insurance Retailer
Business Problem:
A major on-line health insurance retailer required an application to support a 24 x 7 customer service department to field on-line, fax based, and telephone questions regarding the product. Major required features of the initiative included:
- Manage and track all activity related to an inquiry regardless of the source (i.e., on-line, telephone, fax, etc.)
- Work load balancing and rerouting during peak periods
- A fully indexed search engine for use by the CSR to answer questions relative to benefits, product availability, cross referenced by state, etc.
- Simplified construction and management of all knowledge databases for "Frequently asked questions" that would be available to the on-line system and the CSR
- Manage provider network detail for on-line and CSR access
- Bi-directional (in-bound, out-bound) integration into the on-line system for the following:
- For example: (in-bound) access on-line system to see who might be having trouble completing an application and automatically e-mailing those individuals with advice and contact information
- For example: (out-bound) Knowledgebase for "Frequently asked questions" that can be used by both the CSR and the customer
- A full suite of management functions for examining CSR performance
Solution:
RESolutions Consulting designed and developed the call center software and on-line system integration using Lotus Notes and a specialized interface into the on-line system databases under Oracle. All the major features indicated above were addressed.
Return on Investment (ROI):
The following is a partial list of the ROI achieved by the on-line health insurance retailer:
- The system, a customized solution, was fully operational in 6 weeks at a significant savings over a proposed package product.
- Enhancements were easily implemented as the company learned how to service internet-based sales.
- Domino's simplified publishing procedures enabled knowledge databases to be easily managed, shared, and distributed.
- Using call center historical data, management could easily identify problems and bottlenecks with the quoting, and application fulfillment. This facilitated rapid improvements.
