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The client, a pharmacy benefits solutions company, provides services to millions of individuals, the client base includes several large health insurance providers, employers, union groups and third-party administrators. The client contacted Excell Services to gain assistance with handling incoming calls for the roll-out of the Medicare Prescription drug plan. Due to the difficult task of predicting call volume for information requests and enrollment calls, the client was looking for an additional outsource partner to be available for a limited amount of initial FTEs to handle the expected initial surge in call volume. For the start-up, Excell sent two trainers to the client’s call center facility for two weeks to attend training and development courses. Time was spent learning the products and internal policies and procedures along with detailed information on Medicare, the healthcare industry, medical privacy laws and specifics of the client’s discount pharmacy plans. Excell Services was able to extend the amount of hours the client's call center remained open, boosted the number of calls handled from 2,500 per week to 16,000, met or exceeded quality insurance scores of 94 percent, and attained an average speed-to-answer of under 30 seconds.
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