How RMS's Inbound Hotline Services and Post Call Surveys Transformed a Medical Insurance Client's Customer Experience

​In today's competitive business landscape, providing exceptional customer service is more important than ever. At RMS, we understand this and are committed to helping our clients excel in their respective industries. One of our recent success stories is the launch of inbound hotline services and post-call survey solutions for a medical insurance client. In this blog post, we'll take a closer look at how RMS's services helped our client achieve their goals and receive a consistent and high-quality customer experience.

Challenge

Our client, a medical insurance company, approached us with a challenge: they needed an Interactive Voice Response System (IVRS) and digital platform that would allow their customers to access critical information, such as:

• Claim submission criteria for clinical treatment, hospitalization treatment, and compensation for critical illnesses
• Claim compensation approval status
• Shortfall tracking
• Pending claims resolution status
• Network doctors
• Instructions on downloading and submitting claim forms

​Additionally, our client wanted a post-call survey to collect valuable customer feedback and reporting to monitor the performance of the hotline services.

Solution

We launched the inbound hotline services for our client and built a robust IVRS and digital platform to meet their requirements. Our solution's key achievements include:

• 90% of calls answered within 30 seconds
• Abandoned call rate below 5% per day
• Average time to answer a call within 5 seconds
• Responses to voice mail within 24 hours
• Scheduled call distribution statistics and status reports for monitoring

​Moreover, the post-call surveys and contextual notes were used to improve the efficiency and effectiveness of the hotline services. The unique post-call survey function of our IVRS system provides more objective process for collecting data. Before connecting to a live agent, the system asks the caller if they would like to opt in or out of the post-call survey. This ensures the caller’s decision to participate in the survey not being influenced by their interaction with the agent. Human interaction can greatly influence one’s emotion and decision-making processes. For example, if an agent knew that they did not provide satisfactory customer service, they may not voluntarily prompt the caller to participate in the post-call survey. On the other hand, if the caller had a bad experience, they may be more motivated to participate in the survey to vent their dissatisfaction and anger towards the agent or the company. This could result in skew data and inaccurate representation of customer satisfaction. Our post-call survey function provides an objective and unbiased way to collect feedback.

Other key benefits our client experienced include the followings: 

• PCI compliance:

​One of the most significant benefits our client received was the assurance of PCI Compliance. This set of security standards is designed to demonstrate the commitment to customers' data security and significantly reduce the risk of data breaches and financial losses. This helps enhance our client’s reputation as a responsible business.

• "Brand Voice" adoption:

​Another crucial benefit our client experienced was the seamless adoption and integration of their unique "Brand Voice" throughout all their communication channels. Our team worked closely with the client to understand the specific tone, language, and style that best represented their brand personality. This, in turn, contributed to increased brand loyalty, customer retention, and overall business growth.

• Flexible staffing ensuring coverage during major campaign launches:

​Our client also benefited from our flexible staffing solutions, which provided them with the necessary resources and expertise during critical periods, such as major campaign launches. By scaling our team up or down as needed, we were able to deliver the right level of support to meet the demands of their business. This flexible approach ensured that our client had the coverage they needed to execute their campaigns effectively and efficiently. 

Results

Thanks to our successful implementation and exceeding the client's Statement of Work (SOW) requirements, the client engaged with RMS for a long-term multi-year contract commitment. Furthermore, the client requested RMS to enhance the digital platform to accept customer inquiries through various social media channels, such as WhatsApp, LinkedIn, Facebook, and chat box.

RMS's inbound hotline services and post-call surveys have transformed our medical insurance client's customer experience. By providing exceptional customer service through efficient call handling and valuable feedback, we've helped them stand out in the competitive medical insurance industry, leading to long-term success and growth.