Providing excellent service is key to customer loyalty for Blue Cross of NEPA, but high call volumes during peak periods like open enrollment times were resulting in blocked calls and long hold times. 

Simply hiring additional staff for periods of high call volumes would result in inefficiencies during other time periods, so Blue Cross of NEPA investigated a technology solution to be the ultimate safety net for unanticipated call volume. Virtual queuing enables the contact center to reduce hold time and improve the customer experience without overstaffing. 

In one year, the healthcare insurance company significantly reduced blocked and abandoned calls while boosting service level by 6.2 points.