CASE STUDY 3
Shed nonsales calls, refine IVR, drive enrollment
member populating the CRM automatically with relevant data to save time gathering information in the front end of the call. This was a vast improvement since callers no longer waited to speak with an associate over the phone or on chat only to learn that they had reached the wrong department. Licensed associates were also able to focus on engaging qualified consumers and increasing conversions. Immediately after updating the IVR, nonsales call volume dropped to nearly zero, and the open enrollment sales team completed more enrollment applications. In fact, with fewer nonsales calls, the rate at which the sales team completed applications rose nearly 39% year over year.
The company offered a wide range of health plans and needed to eliminate costly inefficiencies stemming from misdirected calls. Roughly 10% to 15% of the call volume that the open enrollment sales team received was for nonsales calls. The resulting call transfers created a negative member experience, longer hold times, and increased the cost per sale as licensed associates spent time handling misdirected calls. TTEC Digital and TTEC Engage proposed updating the client’s interactive voice response (IVR) system to screen members on its voice and chat channels. The updated IVR leverages the customer data platform to automatically identify if the caller is an existing member of the health insurance organization. These calls, along with various data elements, were then automatically routed to the right team
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CX transformation strategy
IVR optimization
Intelligent routing
SOLUTIONS
39% rise in enrollment applications
IVR refinements improve CSAT
~100% nonsales calls eliminated
RESULTS
10 | High water mark for healthcare
ttec.com | 11
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