CASE STUDY:
CLIENT
Regional U.S. Health Insurance Provider with 4+ million members  
SITUA­TION
As the organization entered a new year, the leadership team received significant growth objectives for its Medicare business.  Leaders wanted to understand what it would take to deliver higher performance at a lower cost through their sales call center.   
OBJEC­TIVE
Create a roadmap to achieve the growth plan.
WHAT WE DID
Given the complexities of not just health care insurance but also the requirements for customer experience and quality of working in Medicare, reviewed each contact center discipline against health insurance sales best practices 
Collaborated with key stakeholders to get alignment on strategic roadmap of tactics to drive improved results  
Sized staffing required to achieve financial objectives and required service levels and constructed ROI model for implementing the changes 

  
OUT­COME
Delivered growth plan to drive incremental 15% growth year-over-year from appropriate resourcing, training, call handling and contact strategies.
  