With more than 550,000 members, the call center of Blue Cross of Northeastern Pennsylvania needed a solution to improve agent exchanges and deliver top-notch customer service to the flood of incoming calls. It found just that with Nexidia’s (News - Alert) audio search and speech analytics, leading to recognition by its peers through the Best Practices Award for Improving Call Center Operations.
The Blue Cross and Blue Shield Association (BCBSA) honored the Northeastern Pennsylvania call center with the award -- one of the Association’s Member Touchpoint Measures (MTM) Best Practice Awards, in addition to “Honorable Mention” for its “Building Speech Analytics into Your Customer Experience Program” submission during the March 27 to 30 conference in New Orleans.
BCNEPA implemented Nexidia’s speech analytics solutions to increase call efficiency and improve customer interactions while increasing the number of resolved customer issues requiring only one call. The company also sought insight into improving training and one-on-one coaching by evaluating agent performance.
“Nexidia’s rapid return of information and ability to drill down on specific calls provides invaluable baseline data to support our continuous process improvement efforts,” said Cathy Stitzer, senior director of customer experience at BCNEPA. “We gained insight into the intelligence hidden within our recorded calls, which gave us a better understanding of our customers’ needs and pinpointed ways to focus on providing exceptional customer service.”
The successful pairing of BCNEPA’s call center and Nexidia’s speech analytics solution led to over a dozen key changes in customer communications during exchanges over benefits and claims -- resulting in significant customer service savings. Nexidia said its speech analytics helps businesses reach their ultimate goal of elevating customer service and loyalty while decreasing operational costs through targeted results, channeling early discovery, in-depth analysis and performance management.
John Wilcutts, Nexidia’s president and chief executive officer, said, “Blue Cross of Northeastern Pennsylvania exemplifies how Nexidia customers are leveraging our technology to improve call center operations and boost customer satisfaction while providing valuable information to a company’s marketing, operations, and communications efforts.”
Janice McDuffee has worked in marketing, editing and freelance writing for companies including SheKnows and HBM Inc. after receiving her master's and bachelor's degrees in journalism from the University of Illinois Urbana-Champaign. To read more of her articles, please visit her columnist page.
Edited by Tammy Wolf
Janice McDuffee has worked in marketing, editing and freelance writing for companies including SheKnows and HBM Inc. after receiving her master's and bachelor's degrees in journalism from the University of Illinois Urbana-Champaign. To read more of her articles, please visit her columnist page.Edited by Tammy Wolf