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Industry Research : Survey: Members Will Pay More for Better Customer Service

If health insurance companies improve the quality of their customer service, they likely could charge more for their products. That's because nearly half of the health plan customers surveyed by consultant firm Accenture said they would be willing to pay more for superior customer service.

Payers must adequately address their customer service programs if they want to successfully compete for the 40 million new people needing insurance under the health reform law, notes The Hill's Healthwatch. "The health insurance industry must use insight-driven health to better understand the expectations of its unique customer segments and how to [enhance] customer relationships to impact revenue growth," said Russ Nash, who leads Accenture's payer business, in a press release.

Accenture found that almost 80 percent of the 1,000 insured people it surveyed said they expected customer service to be easier and more convenient. Additionally, the survey found that only 10 percent of respondents said their insurers "tailor my experience to match my needs/preferences," while 22 percent strongly disagreed.

Although the survey did find that 42 percent of customers had high satisfaction levels, it also determined that health insurers haven't translated such customer satisfaction into revenue opportunities. Only 7 percent of insured people would consider purchasing additional services.

Another key finding shows significant gaps between what consumers want from their insurers and what they feel they are receiving. For example, roughly 85 percent of respondents rated interaction with knowledgeable insurer employees as highly important, yet fewer than 50 percent were satisfied with their current experience; and almost 80 percent want access to customer service during weekends and evening hours, but fewer than half currently experience this convenience.

Another 80 percent rated wait time as important, but more than 60 percent said they are kept waiting too long by current health plan providers. And more than 80 percent said dealing with one contact at the insurance company to resolve issues is important, but 60 percent are currently transferred to multiple contacts to resolve issues.

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.fiercehealthpayer.com

Today's Tip of the Day - Make Self Service A Breeze

Read today's tip or listen to it on podcast.

Published: Saturday, July 16, 2011

Printer Friendly Version Printer friendly version

2024 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
Pointel

CCaaSSync – Contact Center Disaster Recovery Solution
CCaaSSync is a comprehensive solution to help businesses prepare for unforeseen disasters that may impact their Genesys cloud contact center infrastructure. Our disaster recovery solution ensures that your business remains operational and continues to provide seamless customer service even in the event of catastrophic failure of your primary infrastructure.

Our disaster recovery solution is a cloud-based service that allows you to synchronize your primary Genesys cloud contact center infrastructure with your disaster recovery Genesys cloud contact center infrastructure, allowing you to quickly and easily switch over to the backup infrastructure in the event of a disaster. This ensures tha...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
 

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