Training
Service Excellence
We provide best-in-class service on health savings accounts because it’s all we do, and we’ve been doing it since 2004.
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Intensive training curriculum |
Direct connection with |
Continuous measurement |
Advanced technology |
How do we do it?
• Every service center representative gets 4 weeks of intensive training before they answer customer calls.
Direct Communication
• Reps are empowered to connect to operations team to correct systems errors or incorrect data entry on the spot.
Continuous Measurement & Improvement
• Weekly random sampling of calls for each agent which are then scored and reviewed with the team
• Cross-check with account information to make sure advice/steps taken match with account characteristics
Advanced Technology
• Speech analytics on key words and phrases, common issues, trending issues, and sentiment.
• Realtime caller sentiment monitoring.
• Reporting: by rep, by issues, by status, customer satisfaction scores, and customer recommendation likelihood.
On our portal and external website:
- Extensive resource area with explainer videos, infographics and guides
- Comprehensive Help function and FAQs
- 95+ usability rating for portal performance
- Intuitive navigation and seamless e-commerce-like interface
By phone: Our dedicated customer service team consistently beats industry metrics for quick resolution and better than 90% approval ratings from customers who call in.
Call Center Standards
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Calls answered within 30 seconds: Industry Standard: 80% |
Call abandonment rate: Industry Standard: Less than 5% |
© 2019 HealthSavings Administrators
