Panviva, the developer of a call center business process guidance system, has recently been selected by Florida’s Health First Health Plans to support their call center growth.
Health First is Central Florida’s only fully integrated health system. The organization employs more than 7,500 people and has four hospitals. Health First recently also joined Florida’s Health Care Exchange. Health First selected Panviva’s SupportPoint to support its geographic expansion across the world.
SupportPoint, the business process guidance system from Panviva, provides call center employees with step-by-step guidance through each customer call, delivering the right process, policy information, application assistance or scripting the agents require during interaction with customers.
Mark Francen, director of Customer Experience at Health First, said SupportPoint is very scalable, efficient and easy to add and maintain. The solution reduces the time and money call centers spend on training.
“We’ll still be delivering our very high-touch level of customer service, but now we’ll be doing it in a way that is more efficient than ever,” Francen added.
Thanks to SupportPoint, Health First is able to increase its call center efficiency and accuracy while also deceasing handling time. SupportPoint also helped Health First manage its knowledgebase that has become unwieldy due to massive growth of data added to it. Employees are now able to quickly find answer to customer queries.
Call center businesses in the healthcare segment particularly are facing tough challenges due to the growing complexity in healthcare reforms. The company has designed SupportPoint to address the needs of current and future needs seen within the contact center environment.
Stephen Pappas, Panviva SVP Americas, commented, “The growth of call center complexity with health care reform and the Affordable Care Act make scalability a big issue for call centers as insurers add more health care products. While share drives and knowledge management systems can handle an infinite amount of information, people can’t.”
Some of Panviva’s customers include: BUPA, Blue Cross, Medibank Private, HBF, Health New England, AvMed, Gundersen Health Systems, St Mary’s Heath Plans, BT (News - Alert), Colt, Foxtel, EXL Services, Stellar BPO, National Australia Bank, and Westpac.
Edited by Jamie Epstein