TTEC Holdings, Inc. - Innovation in Customer Service Management, Planning & Practice

Name of Organization / Company: TTEC Holdings, Inc.
Category: Award for Innovation in Customer Service Management, Planning & Practice > All Other Industries

Entry Title: TTEC Helps Its Healthcare Clients and Partners Achieve Exceptional CX

For 38 years and counting, TTEC’s combined service design, strategic consulting, technology platforms, and operations excellence delivers optimal customer service through experiences that captivate customers and drastically improve the bottom line. Operating on six continents across the world , TTEC lives by a collection of customer-faced values that guide relationships with clients, customers, partners, and each other.

2020 rapidly changed the customer experience (CX) and employee experience (EX) forcing healthcare clients and partners to focus on a digital-first workplace. Throughout the pandemic, TTEC supported its partners with some of the most at risk members, including licensing, contact tracing, vaccine scheduling and more. Further, TTEC was called upon to help makeup the misses of other partners.

TTEC helps its healthcare clients and partners achieve exceptional CX by delivering valuable experiences at every touchpoint along the member and patient journey with its integrated healthcare CX solutions. To do so, TTEC invests in the right CX solutions to help members and patients feel appreciated, respected, and valued – building long-term loyalty and healthier bottom line.

The team was expected to collaborate outside their primary scope of responsibility. This creates an environment of mutual respect and appreciation capitalizing on opportunities for the team to be stronger together.

The TTEC Healthcare team pioneered an innovative “smart staffing” approach to seasonal work:

i. Optimizing the right-shore/market for the right skills, including @Home agents.
ii. Leveraging automation and technology to support self-service, deflect calls and make associates more efficient.
iii. Retaining staff year-round by deploying them in other programs with opposite volume peaks.

TTEC Healthcare operationalized the vertical’s culture by implementing Mission Mondays and Fitness Fridays. These avenues have been channels for creative exchange, brainstorming strategies and brought them closer to reshape the Health and Wellness journey for families and their loved ones. The theme “#becausewecare” is now known across the company as part of their brand, humanizing healthcare to reshape the journey for members, patients and employees.

Smart seasonal staffing gives clients the ability to bring back experienced agents year over year, resulting in higher proficiency, better customer experience, and total cost of ownership. At one healthcare client, cost per enrollment decreased by 45% and sales conversions jumped 29%. And while the company faced stiffer competition, it saw a 73% percent increase in enrollment rates among Medicare members.

Amid COVID-19, TTEC was able to hire and train 7,300 healthcare licensed insurance agents to work remote in preparation for open enrollment.

KPIs to support:

i. Second half of 2020 client satisfaction survey marked 5th consecutive cycle of double digit Net Promoter Score (NPS) since taking on Healthcare (from -19 in 2018 to +85).
ii. 90.4% proactivity score (+22% to target) driven by 92% metric attainment, strategic alignment and proactive solutions focus.
iii. 84% employee engagement beat target employee engagement of 45% by 39%.
iv. COVID-19 response included 98% retention of healthcare employees.
v. Leading Fortune 10 Healthcare Payer awarded TTEC Healthcare as Partner of the Year.
vi. GE Healthcare, Fortune 50 company, also awarded TTEC Healthcare with its Certified Center of Excellence award.
vii. TTEC’s Healthcare Leader, Valerie Farlow, was awarded a Silver Stevie for Woman of the Year in Customer Service, specifically for driving outcomes through culture and mission alignment.
viii. Built the TTEC SET Certification program (2021 Silver Stevie awardee): a blended, interactive digital learning program with AI technology, led to a 17% improvement in conversions, 76% increase in licensed agents and an 8.2% decrease in attrition YoY.
ix. TTEC Healthcare paved the way in supporting new healthcare offerings in 2020, supporting most at-risk patients and members globally.
x. 2021 also launched utilization management (RN in Philippines), social programs and contact tracing/vaccinemanagement, specialized skills that fuel the healthcare mission and culture.

Files & Links:

https://www.ttec.com/resources/webinars/last-mile-race-vaccinate-america-citizen-and-patient-experience
https://www.ttec.com/newsroom/press-release/ttec-hiring-and-training-7300-healthcare-licensed-insurance-agents-to-work-from-home-in-preparation-for-open-enrollment
https://www.ttec.com/blog/how-bridge-covid-19-vaccine-gap-digital-solutions-human-expertise
https://www.linkedin.com/in/valerie-farlow-070bb521/
https://www.youtube.com/watch?v=0Ce_N1v9JJ4