The healthcare industry, including health insurance, is a highly competitive and dynamic marketplace. Customers’ lives literally depend on their healthcare providers, so customer service is of the utmost importance. Moreover, changing legislation means it is critically important for healthcare organizations to know the exact content and context of customer/agent conversations.
With UTOPY solutions, the healthcare industry can answer questions like:
- Why does it take multiple contacts for customers to resolve seemingly straightforward policy changes or claims?
- Are customers confused by your coverage or the regular communications you provide or the flow of regulation changes in government programs?
- How can you quickly identify and solve life-threatening customer issues?
- Why are customers dissatisfied and what are the things you could improve?
- Can you get more of your customers’ business with other insurance products - what are your cross-sell and up-sell capabilities, particularly to employers?
- Are your agents in compliance and making the proper disclosures and disclaimers to abide by legislation, including HIPAA?
UTOPY solutions have been deployed to:
- Identify the top reasons why customers call, why they are dissatisfied, and why they fail to renew
- Understand the process challenges causing customers to repeatedly contact the call center and improve adoption for self-service offerings
- Pinpoint at-risk customers (including employers) and specific measures that can be taken to save them
- Assure that agents are abiding by current state and federal legislation with regard to privacy and other healthcare matters
- Make certain agents are not asking for information that they are not permitted to ask for
- Ensure HR departments at your corporate employer accounts are doing their required part to answer coverage questions
Because UTOPY has developed a healthcare industry-specific knowledge base, you're able to benefit from the work we've already done with Fortune 500 companies. The end result is that you can improve contact center performance and the customer experience right away and achieve return-on-investment more rapidly than you thought possible.
"The fact is that a 5% improvement in customer retention rates will yield between a 25 to 100% increase in profits across a wide range of industries."
