Healthcare & insurance. Caring for your members.

Global Response agents who handle customer service issues for your plan members are compassionate, experienced and knowledgeable about coverage and benefits.

Handling sensitive issues

The health insurance industry touches two sensitive areas in plan members’ lives: health and money. Handling customer service issues for members requires professionalism, compassion, and experience, along with a thorough understanding of provider policies and culture.

As an outsourced member services contact center, Global Response has all these qualities. We provide a full spectrum of member services solutions, often outperforming in-house contact centers.

Boosting first call resolution (FCR)

Global Response is at the forefront of measuring and improving first call resolution (FCR) scores in our work with Blue Cross Blue Shield of Michigan (BCBSM), leading the way for their switchover to the Voice of the Customer metrics platform (see our case study).

Measuring FCR through direct customer surveying, BCBSM found that the results from calls handled by Global Response met or exceeded in-house contact center performance, increasing FCR scores by six percentage points.

Why health insurance is a Global strength

Our Brand Care approach suits us in working with health insurers. Because we’re accustomed to learning all about our clients’ policies, procedures and culture, we can represent them faithfully in all interactions with customers—or, in this case, with members.

Our experience as a leading call center working with a range of clients and industries, and our ability and willingness to tailor our services to your needs, are also transferable skills for health insurance. We can help your plan reach cost-containment targets, increase customer satisfaction, boost retention of existing members, and help you attract new business.