Large Healthcare Insurance Agency Identifies $52M-$74M in Call Center Cost Reduction Opportunities

A major healthcare insurance agency sought to conduct an end-to-end assessment of Capacity Planning and Workforce Management Processes. Objectives of the project included lowering operating costs, improving customer service, enhancing employee satisfaction, and gaining stability required to maintain improvements and provide a foundation for future enhancements.

Northridge provided assessments of current operations against industry best practices and identified opportunities for improved accuracy and overall efficiency.

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