Customer service managers are using their Zavanta knowledgebase systems to improve service quality and efficiency—especially in high volume call centers.
Zavanta Helps Call Center Dramatically Reduce Call Handling Time
The billing call center at one large managed care provider reduced their call handling time so dramatically they needed to set a higher performance standard. After the center replaced their ineffective “white binder” reference guides with a Zavanta knowledgebase, even the slowest rep quickly began exceeding the old target. Service reps now have up-to-the-minute policies, procedures and best practices instantly accessible and they can answer member's questions faster and more accurately, increasing customer satisfaction ratings.
Zavanta Helps Insurance Firm Improve Speed and Consistency of Claims Processing
A large Midwest insurance firm uses their Zavanta knowledgebase to ensure that Claims Analysts process claims consistently for all members. The standard protocols for handling thousands of claims situations are immediately available to analysts online—increasing speed and accuracy. Service managers can easily reference correct procedures and assess accountability. Changes to policies and procedures are automatically distributed to all analysts via their Intranet, keeping everyone up-to-date and service consistent.