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The Customer Service department provides inbound customer service support for over ten products. The department receives over 335,000 calls annually and provides omnichannel methods for communicating. This department was recently recognized as a Benchmark Portal Center of Excellence, meaning that they are in the top 10% of call centers nationwide. This certification focuses on effectiveness and efficiency, balancing satisfaction and cost across all key performance indicators. The certification was based on our effectiveness in key performance areas compared to our peers in the industry. (See Attachment 1.) The department received additional recognition from Benchmark portal based on the performance results achieved by our customer team: third highest ranking call center in the United States (small center category), Best overall satisfaction rating (among all companies) and Best overall agent satisfaction rating (among all companies).
The Customer Service department has had outstanding results this year by benchmarking and implementing process improvements throughout 2023. Some of these improvements to enhance performance in 2023 included:
- Restructured the claims and customer service teams to provide more expertise and a dedicated focus on our products.
- Developed a tiered training plan to advance cross training of Claims Processors and Customer Service Representatives.
- Implemented strategic improvements to IVR system including a streamlined call flow to improve the user experience and improved service for stakeholders to quickly get answers.
- Revised the Coordination of Benefit process to improve service, streamline claims payment and enhance efficiency.
- Automated reporting capabilities to create real time transparency into service metrics.
- Aligned talent with strategic priorities to maximize employee resource allocation.
- Enhanced the claim audit process to improve service and efficiencies.
- Streamlined quality assurance processes to improve claims turnaround time.
- Digitized the mail process.
- Developed real-time feedback for idea sharing and deployment of innovations.
- Established off-site small group meetings for relationship development and idea sharing.
As a result of these enhancements, the DDKS’ Customer Service department has produced results above and beyond industry standards for 2023.
2023 Customer Service Benchmarking Results:
Delta Dental of Kansas (DDKS) scored above average compared to industry standards in all 6 benchmarking categories. (See attachment 2.)
- Average speed to answer
- DDKS: 11 seconds
- Industry standard: 26 seconds
- First call resolution
- DDKS: 99%
- Industry standard: 94.53%
- Abandonment rate
- DDKS: 1.11%
- Industry standard: 1.79%
- IVR Containment
- DDKS: 53%
- Industry standard: 40.88%
- Customer Satisfaction
- DDKS: 93.30%
- Industry standard: 77.19%
- Agent satisfaction
- DDKS: 94%
- Industry Standard: 53.14%
DDKS has a Net Promotor score of 56 compared to an industry average of 16. (See attachment 3.) Members also score interactions with our agents considerably above industry standards. Our agents received an overall agent score of 94. Testimonials are included in attachment 4.
Customer survey feedback has been prioritized and incorporated into the department’s performance dashboard, flagged process improvement reviews and training needs. This ongoing feedback is critical to the departments continued success to meet and exceed our customer’s needs. DDKS consistently receives very high marks with a current overall satisfaction rating average of 93.30%. The survey also provides opportunities for open ended questions and sentiment tracking around if there were any issues that were not resolved to their satisfaction, and how we can improve their experience with us.
Our company is extremely proud of the dedication from every member of the department. Continuing to measure, analyze and improve our Customer Experience metrics will ensure our continued success.
Nomination Title: Center of Excellence
