BlueCross® BlueShield® of Tennessee’s BlueCard group faced the growing challenge of minimizing operations costs while at the same time keeping up with increasing service complexity and rising call volume. They needed to understand why call volume and average handling time were more than 70% higher than the overall organization.

Using Nexidia hosted OnDemand service, the BlueCard group was able to access the full suite of capabilities in Nexidia’s Enterprise Speech Intelligence application (ESI). They discovered that agents could not locate records due to a simple process issue and subsequently alerted the appropriate parties to review the correct protocol. The Nexidia solution also alerted the BlueCard team to the need for specific types of training for its customer service associates. Additionally, by identifying areas for improvement to the website, self-service options were incorporated to increase customer service.

In the four months of the QuickStart program, BlueCard recorded significant return on investment (ROI) of over $1 million based on:
• 42% reduction in AHT
• 12% drop in call volume related to a key business process issue
• Improved self-service options
• Increase in FCR based on agent improvement