At SISCO, customer service is our top priority. While we strive to provide our members the best possible service experience, we have stumbled to provide timely service in our call center as of late. Despite increasing staff, our call volumes and handle time have exceeded expectation, and that has led to service levels not meeting our or your expectations.
Over the past two weeks, we have addressed call center service leading to an 18-minute reduction in max hold times and a 50% improvement in speed of answer.
To further improve call center performance and deliver superior service to our clients:
- We have added additional resources to our call center to address calls that have exceeded forecasted call volume and call handle time.
- We have introduced a queue of quality assurance experts and supervisors to assist with calls that are aging outside of acceptable service levels.
Obviously, a new challenge is the spread of COVID-19 and added call volume related to fear of the unknown and uneasiness of what is to come. We have collaborated with our nurses and doctors in HealthCheck360 to develop resource material for our customer service representatives to help members get the help and answers they need to navigate the weeks ahead.
Thank you for your partnership and confidence in SISCO to serve your members and clients.
