5 minutes 
8 May 
Tomasz Turmowicz By implementing 5 key solutions, we achieved a 7% cost reduction while increasing customer satisfaction to 95%. See how we increased call center efficiency and accelerated the deployment of new consultants for a major health insurer.
In the volatile world of customer service, especially in an industry as demanding as medical insurance, the balance between controlling costs and maintaining the highest quality of service is one of the biggest challenges. When a well-established company in the medical sector was looking for a new hotline service provider, its expectations were clear: to significantly improve efficiency while maintaining the highest standards of patient service.
At ICS Center, we approached this challenge comprehensively. We coupled state-of-the-art technology with well-thought-out team management processes. In the article, we share our experience of implementing a system that not only met the client’s high expectations, but produced results that exceeded initial assumptions.
Customer Profile
Our client is a major player in the medical insurance market, which decided to change its contact center provider. As a new partner, we had to meet an ambitious task: to provide a higher quality of service while reducing operating costs.
The scale of the project was impressive – tens of thousands of calls per month, both incoming and outgoing. The main goal was to ensure the efficient implementation and handling of health insurance packages, which required consultants to have both high substantive competence and excellent communication skills.
Design challenges
Improving the efficiency and quality of work is a complex process that requires an approach that takes into account both human and technological aspects. It is crucial to understand the challenges and develop strategies to overcome them and create an environment conducive to continuous development.
In the medical insurance industry, we face specific challenges that are not encountered in other sectors. Consultants must demonstrate not only a high service culture, but also knowledge of complex medical and insurance procedures. In addition, each call has a potentially large impact on the patient’s health and comfort, which significantly raises the stakes of each interaction.
The team identified 3 main challenges:
- Proper management in a highly variable project environment
- Achieve a faster learning curve for new employees
- Maintain high engagement of remote workers
The proposed solution
In order to improve the efficiency and quality of customer service, we have introduced an integrated system of solutions covering 5 key areas:
Advanced reporting automation
A system of hourly reports to ensure full transparency of the process:
- Daily reports prepared prior to the start of work, enabling ongoing analysis of achievements against targets
- Hourly backlog checks to quickly identify and respond to potential problems
- Automatic summaries of average call time, efficiency and call statuses sent regularly to teams
Innovative competence development program
A comprehensive system of training and coaching tailored to the specifics of the project:
- Regular training sessions and individual coaching for new and experienced consultants
- Implement an e-learning platform with weekly online tests to verify knowledge and skills
- Instant feedback system conducted directly after the conversation with the customer, allowing immediate correction and improvement
Effective incentive system
Transparent bonus model directly linked to performance:
- Incentive system dependent on measurable KPIs for effective working time
- Regular call quality assessments providing accurate data for the bonus system
- Gamification programs to further enhance consultant engagement
Advanced team coordination and communication
Multi-channel communication system for effective collaboration:
- Regular meetings with team leaders using advanced communication tools (chat, videochat)
- Daily communication of plans and priorities related to KPIs for the entire team and individual project groups
- Dedicated rapid communication channels for situations requiring immediate response
Flexible human resource management
Dynamic staffing scheduling system that takes into account variable loads:
- Increased flexibility in staffing planning through effective collaboration with remote consultants
- Ongoing updating of schedules based on advanced analysis of telephone traffic
- Ability to dynamically increase or decrease staffing at hourly intervals in response to changes in hotline load
Results
Our approach has yielded a number of tangible benefits that have translated into specific business metrics.
5% increase in efficiency
We increased the efficiency of consultants on the project by 5% in 2024 compared to 2023, which significantly reduced project costs for the client.
Improved customer satisfaction by 5 percentage points
In the first 6 months of cooperation, we managed to raise our customer satisfaction rate from 90% to 95%.
Shortening the learning curve by 25%
The new employees reached full efficiency faster, which translated directly into an increase in the quality results of the entire project.
Cost reduction of 7%
We have achieved a reduction in total handling costs while increasing the volume of contacts handled.
Summary
Effective management of large inbound projects in an industry as demanding as medical insurance requires a comprehensive approach that combines modern technology, thoughtful processes and a focus on continuous team development. The key to success in our case was the synergy of the 5 areas described, which made it possible to create a work environment that promotes both operational efficiency and high-quality customer service.
Thanks to the implemented solutions, the project has achieved a significant increase in efficiency and quality, increasing the customer satisfaction rate and reducing the cost of implementation for our client. Equally important, we have created a system that is flexible and scalable, allowing us to constantly adapt to changing needs and expectations.
Is your company struggling with similar customer service challenges? Contact us to see how we can help make your call center more efficient and increase your customer satisfaction!
Ask for an offer: zapytanie@icscenter.pl | +48 728 819 956