ATLANTA, GA-- Knowlagent, the exclusive provider of software solutions that build best performers fast in customer service centers, announced today that its largest healthcare customer has rapidly and successfully deployed the Knowlagent Agent Performance Solution to thirteen call centers across the United States and offshore markets.
The Company adopted Knowlagent's patented solution as a key component of its corporate strategy to increase customer retention by improving the predictability, quality, accuracy and completeness of service being delivered by customer service center and claim processing agents. The Company recently purchased an additional one thousand licenses of the entire Knowlagent suite to support domestic growth and the addition of a new overseas center, and has plans to implement Knowlagent's newest version to provide agents a customized view of their performance against key business metrics.
Knowlagent rolled out its entire Agent Performance solution, which includes its growing library of patented integrations and award-winning simulation solution designed specifically for the call center, in nine months to 5,000 users at 13 sites, including a virtual site, which serves hundreds of work-at-home agents.
The Company, which annually processes 39 million claims and handles 3 million customer service calls, was able to realize measurable improvements in customer service and production metrics, with the Knowlagent solution being viewed as a mission-critical component to their overall performance strategy. Within customer service, the Company has improved average speed-to-answer (ASA) by 33 percent and achieved quality scores of 95 percent. Claim rework has been improved by 61.3 percent, the time to process claims has been dramatically reduced and 97 percent accuracy rates have been achieved.
The Company is the leading provider of healthcare services that include network-based health, well-being, and business-to-business transaction processing, and is recognized as an innovative division of a Fortune 100 company and one of the world's largest publicly traded companies in the healthcare industry. Paramount to the Company's success to retain customers is the ability of customer service agents and claims processors to consistently deliver quality service to its 9 million-member base. A key factor to attaining their business objectives was improving the ability of agents to access, interpret and communicate claims and benefits information to customers.
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