Case Study

Results:

• Improvement in quality grades by 13%

• Customer satisfaction scores reached 98%

• Teleperformance now has 100% of the client’s outsourced Verification business

Overview

Industry: Healthcare

Geography: North America

Solutions: Inbound and outbound customer care, web-based application for securely sharing member information with client system, performance measurement dashboards, coding

The client is a Fortune 500 company that markets and administers health benefit consumer services.

2Transforming Passion into Excellence

Case StudyMillions of Interactions, Consistent Experience: Teleperformance Makes It Easy for Major Healthcare Benefits Provider

ChallengesThe client was faced with providing a higher level of customer care for its Medicare / Medicaid and prescription programs. Call durations were high, especially during open enrollment, to explain these programs to consumers. The client sought a vendor that could support large call volumes while providing a high level of customer care.

“Teleperformance is a top-

performing Customer Lifecycle

Management provider for us due

to their ability to consistently

meet or exceed expectations and

to outperform other third-party

providers. They have been the top

performer of all 9 centers including

our own.”

Client Testimonial

Our SolutionsThe client chose Teleperformance to support its PFFS, MAPD and PDP programs in 2006. Over the eight years of the engagement, Teleperformance has delivered the following solutions:

• Bilingual (English and Spanish) inbound team handles inquiries from consumers and businesses regarding care plans and the client’s partner program

• Bilingual inbound / outbound verification and verification callbacks to verify that new members understood the plan they selected

• Inbound and outbound Special Election Period (SEP), inbound Annual Enrollment Period, and English and Spanish PR / SEP callbacks to verify that members qualify for an enrollment

• Expertise: Teleperformance utilized deep expertise in healthcare compliance and appointment setting to quickly recruit 1,000 licensed and non-licensed professionals in Texas and Florida.

• Desktop Applications: Teleperformance created a desktop application to share customer data with the client system, and a web-based CRM tool with an outbound predictive dialer that enabled agents to deliver more calls per shift.

• Custom IVR Solution: Teleperformance developed a customized IVR solution to track the source of client’s DMS channel (e.g., radio or television advertising, direct mail), enabling the client to improve conversion rates and to divert marketing funds into the best-performing channels.

• Real Time Adherence: Teleperformance adopted Real Time Adherence technology that enables the client to track differences between agent schedules and current agent activities in real time.

• Business Unit Structure: Early in 2013, Teleperformance proactively deployed a Strategic Business Unit model for the client. This model provides consistent quality of service across all sites that service the engagement, streamlines reporting into the client, and empowers a single leader responsible for the success of the business.

Case Study

Transforming Passion into Excellence

Millions of Interactions, Consistent Experience: Teleperformance Makes It Easy for Major Healthcare Benefits Provider

3

Increased

QUALITY

Key Results and Benefits

Quality Grade Quality grade increased nearly 13%.

Customer SatisfactionCustomer satisfaction at the largest Teleperformance

center supporting the client reached 98%, the highest among all the client’s vendors.

Agent Call StructureTeleperformance developed a call structure to enable agents to obtain relevant information from the customer more quickly, reducing AHT by 27% while reducing call transfer rates to 5%.

Supervisor to AgentSpecified a 1:15 supervisor to agent ratio. Due to Teleperformance’s quality control programs, the ratio was 1:20, reducing the number of supervisors required to run day-to-day operations and reducing overhead costs.

GRADEby nearly

Leading Outsourcer Teleperformance now has 100% of the client’s

outsourced Verification business.

13%

Developed

CALLSTRUCTURE

that reduced AHT by 27% and transfers to 5%

Achieved

CUSTOMER98%

SATISFACTION

Saved on costs with

1:20supervisor to agent ratio

Won

of the client’s Verification

business

100%

Case StudyTeleperformance Makes It Easy for Major Healthcare Benefits ProviderMillions of Interactions, Consistent Experience:

Transforming Passion into Excellence

4

About TeleperformanceWorldwide leader in Omnichannel Customer Experience

We are a People Company with a people-centric strategy, interacting with people all over the world. It’s all about People. They are part of who we are and what we do. We analyze their behaviors. We understand their wants and needs. That’s why we deliver outstanding customer experiences through integrated multichannel solutions to enhance customer experience results for our clients.

Transforming Passion into Excellence

5

Transforming Passion into Excellence

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