Back to Case Studies Streamlined workflows and implemented performance tracking, enabling agents to handle more customer inquiries effectively, while improving quality and service levels.
Health Insurer Contact Center Case Study: Lower Unit Cost
The consultants at Summit Trails partnered with a Midwest health insurance provider to transform contact center operations. By improving agent productivity and streamlining processes, our team delivered significant efficiency gains and enhanced the customer experience.
0% Improved Productivity
Streamlined workflows and implemented performance tracking, enabling agents to handle more customer inquiries effectively, while improving quality and service levels.
0% Lowered Unit Cost
Optimized staffing and resource allocation, driving substantial cost savings without sacrificing service quality.
0% Higher CSAT
Introduced tools to monitor and improve agent performance, resulting in higher first contact resolution, better customer interactions and improved customer experience.
WPS Health Insurance
WPS Health Insurance, headquartered in Madison, Wisconsin, is a leading provider of health insurance and administrative services. With over 2,600 employees, WPS is committed to delivering affordable care, exceptional customer service, and innovative solutions to individuals, families, and businesses. Known for its dedication to efficiency and member satisfaction, WPS continually seeks to improve operations and enhance the healthcare experience for its members.
Industry
Health Insurance
Location
United States
Size
2,600 Employees
Background
Improving Performance in a Competitive Market
For more than fifty years our client has been offering flexible, cost-effective health plans to individual, group and senior markets. In staying true to their Midwestern values, typified by the delivery of superior service and affordable health insurance, our client was constantly looking for ways to move beyond good – to achieve great. In this context our consultants were retained to streamline processes, implement a Results Based Scorecard, bring together financial and nonfinancial KPIs and focus the center’s attention on balancing the cost / service / quality equation.
Project Details
Empowering Leaders with Actionable Insights
Under the sponsorship of the CFO, the customer service organization (located in three regional offices) embarked on a 16-week initiative to fully install an activity-based performance management system. During the activity definition phase a multi-site collaboration of 14 distinct activities drew out best practices, established consistent processing techniques, and led to the creation of high impact job aides and an overall AHT reduction of 4%. Additionally, a manual WFM model was replaced with automated data loads and a robust forecasting engine, which lead to improved interval level management. A customized set of dashboards was developed for managers and senior leaders to share new information and results. Daily huddles were implemented across the floor to review previous day’s performance with CSRs. These actions resulted in more efficient scheduling, better visibility and awareness of individual and team performance, increased communication and a more efficient contact center.
The Summit Trails Difference
Empowering Teams, Elevating Performance
The consultants at Summit Trails bring an unparalleled depth of experience, averaging over 20 years in performance management and operational excellence. Our solutions are built on a foundation of proven activity-based management principles, seamlessly enhanced with cutting-edge AI technology to deliver real, measurable results. We specialize in weaving a golden thread of connection between the C-Suite and frontline teams (the employees we like to call the A-Team!), ensuring alignment, engagement, and shared purpose at every level of the organization.
Our platform isn’t just about metrics—it’s about empowering employees through personalized coaching and development, fostering a culture of growth and collaboration. By integrating innovative tools with strategic insights, we enable organizations to unlock their potential, improve decision-making, and achieve lasting operational success. With Summit Trails, you gain more than a solution—you gain a partner dedicated to helping your business and its people thrive.
