Actions:

• Evaluated the customer service operation, including a comprehensive review of the call handling, organizational structure, call metrics, staffing model, training approach, technology, call scorecards, and reference tools
• Developed a detailed set of call handling expectations, which outlined the step-by-step call handling process for 29 different call types representing over 90% of the total call volume
• Redefined the call escalation criteria and processes to improve First Call Resolution, reduce complaints and ensure that the Level 2 customer service team was handling the more complex, sensitive call types
• Evaluated over 2000 reference documents and tools available to Customer Service Representatives (CSRs), and identified the 60 that support over 90% of customer questions
• Implemented new call handling documentation in an online, searchable format with hyperlinks to provide 1-click access to any required tool or reference document
• Developed a detailed, seasonally-adjusted staffing model to project staffing levels for BCBS SC and their 3rd party vendor, reducing staffing costs while delivering desired levels of service
• Partnered with the client’s internal training team to design and deliver training to implement the new processes and documentation