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The Call Center provides inbound customer service support for more than ten products. The department receives approximately 315,000 calls annually and provides omnichannel methods for communicating. Our call center 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. The call center 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 by benchmarking and implementing process improvements throughout 2023 and 2024. Some of these improvements to enhance performance in 2023 and 2024 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.
- Developed process maps and standard operating procedures for all key job functions, as well as deployed best practice training with all team members to improve efficiency.
- Implemented Speech and Sentiment Analytics recording all call data and creating digital transcripts of every call that are used to uncover key insights, including caller sentiments and agent performance.
- 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 efficiency.
- Streamlined quality assurance processes to improve claims turnaround time.
- Improved internal and external communications with customized plan overviews and simplified consumer notifications to ensure all members are informed and understand every step of the insurance process.
- 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 2024.
2024 Customer Service Benchmarking Results:
- Average speed to answer
- DDKS: 20 seconds
- Industry standard: 26 seconds
- First call resolution
- DDKS: 99%
- Industry standard: 94.53%
- IVR Containment
- DDKS: 49%
- Industry standard: 40.88%
- Customer Satisfaction
- DDKS: 98.8%
- Industry standard: 77.19%
- Agent satisfaction
- DDKS: 97.7%
- Industry Standard: 53.14%
DDKS has a Net Promotor score of 84 compared to an industry standard of 16. Members also score interactions with our agents considerably above industry standards. Our agents received an overall agent score of 97.7%.
Real-Time Voice of the Customer survey feedback has been prioritized and incorporated into the department’s performance dashboard, as well as flagged for process improvement reviews and training needs. This ongoing feedback is critical to the department’s continued success to meet and exceed our customers’ needs. DDKS consistently receives very high marks with a current overall satisfaction rating average of 98.8%. The survey also provides opportunities for open-ended questions and sentiment tracking around if there were any issues that were not resolved to the member’s satisfaction, and how we can improve his or her experience with us.
Our company is extremely proud of the dedication from every member of this team. Continuing to measure, analyze and improve our Customer Experience metrics will ensure our continued success.
Nomination Title: Top Call Center
