Call Flow, Healthcare, Self Service and Wait Times

Take a Smart Seasonal Approach to Health Insurance Open Enrollment

Think Customers

JULY 8, 2019

TTEC’s Smart Seasonal approach hires and trains a mix of onshore, offshore, and @home employees, then manages call flow to deflect non-sales calls to lower-cost, pre-sales support channels. Associates are hired full time, to be utilized in different ways and on full- and part-time schedules throughout the year.

Insurance

Insurance Self Service Call Flow Average Handle Time

Do More With Less: 3 Effective Strategies to Maximize Your Contact Center’s Potential

Myra Golden

APRIL 11, 2023

AI can free your agents to focus on complex customer issues and provide personalized service. I really like Balto AI’s Real-Time Guidance. Balto reminds agents of your call flow so they stay on track and effectively carry out conversations — in English or Spanish.

Strategy

Strategy Contact Center Average Handle Time First Call Resolution

Customer Experience Update

Take a Smart Seasonal Approach to Health Insurance Open Enrollment

Do More With Less: 3 Effective Strategies to Maximize Your Contact Center’s Potential

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