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Innovation First Notice operates three 24x7 call centers
in state-of-the-art facilities. These centers are staffed
with over 350 customer service representatives (CSRs) who
have been extensively trained in:
- insurance and claims-specific processes, as well as healthcare
enrollment, authorization and customer service procedures
- clients’ unique philosophies, business rules and
workflows
- complex interactions and problem resolution
- building strong, empathetic relationships with our clients’
insureds in their times of need
Our outsource offering has a proven record of success, deftly
handling over 2 million incoming calls per year at all hours
of the day, during all seasons of the year, and in times of
natural disaster and crisis.
Operational Expertise
For most of our clients, running call centers is not part
of their core business. For Innovation First Notice, however, it is.
We are in the business of running call centers and
we manage them very closely. Every 15 seconds we measure a
number of quality metrics including rep availability, utilization,
ASA (average speed of answer), abandonment rate, service level,
call times, after-call handling times, and accuracy of data
entry. Our low supervisor:rep ratio allows us to closely monitor
service levels and compensation incentives for our CSRs are
closely aligned with desired performance metrics.
Technology
We’ve invested heavily in the latest telephony systems
to ensure a seamless, superior customer experience. Click
here
for a diagram and full explanation. |
