Service Excellence

We Provide Best-in-class Service on Health Savings Accounts

Our Call Center standards ensure 90% of calls answered within 60 seconds and better than 90% account holder satisfaction. We provide best-in-class service on health savings accounts because it’s all we do, and we’ve been doing it since 2004.

How Do We Do It?

Intensive Training Curriculum

Every service center representative gets weeks of intensive training before they answer customer calls.

Direct Connection with Operations Team Via IM

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.

“I called yesterday and Lindsey helped me. She was so helpful and so patient. HealthSavings has been one of the easiest companies to deal with.”

—Dee Dee

“Brandy was fantastic, professional, courteous, and efficient.”

“Breanna did an awesome Job!”

“Rozie was terrific. She was professional in her attitude and more than pleasant. At the very least she should get a gold star.”

—John S.