Case study– Health plan cuts annual call center expenditures by 50%

Case Study—

Health plan cuts annual call center expenditures by 50% after outsourcing to Catalyst

Who:
A health plan on the West Coast with just over 100,000 members. Their lines of business include employee-owned/employer-sponsored, individual and family health, Medicare Advantage, and Managed Medicaid.

Challenge:
Before collaborating with Catalyst, the health plan incurred annual call center-related expenditures of just under $2m annually. This cost was inclusive of labor and suboptimal telephony.

Solution:
After a four-month implementation, Catalyst provided a team of experienced call center agents and leadership, workforce management, full audit capabilities, real-time monitoring, ACD with skill-based routing, IVR capabilities, computer-telephone integration with their core platform, and a full suite of reports/analytics.

Results:
Once the call center was outsourced to Catalyst, the health plan experienced improvements across the board:

  • Call handling time:  23% improvement
  • Average speed to answer:  62% improvement
  • Service level:  9% improvement
  • Post-call wrap-up time:  88% improvement
  • Moreover, the total annual savings the health plan experienced was over $1m

Catalyst provides a US-based call center that is exclusively focused on the needs of healthcare plans. Our staff is available to your customers around the clock and ready to provide courteous help and expert knowledge.

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