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.
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.