Company invests in training, technological resources to better serve members
Independence Blue Cross (Independence) celebrates National Customer Service Week and recognizes the many frontline associates who help the company’s members navigate their health benefits every day.
“At Independence, we believe that great service starts with a great team,” said Nicole Gold, vice president of Operations — Customer Service and Client Setup at Independence. “When our members are working through health problems, we want them to know that they’re talking to someone who understands their benefits and cares about helping them. It’s part of keeping our members at the center of all we do.”
The Independence service model focuses on three key elements:
- Highly trained agents
- A leading-edge call center
- State-of-the-art technology
Independence’s strategy for providing exceptional service includes investing in the appropriate training, tools, and support to best serve its millions of members across the country. The company’s comprehensive training model ensures its teams are fully prepared to resolve its members concerns the first time they call. Highlights of this strategy include:
- Intensive classroom training and transition period
- Access to technology resources to work quickly and efficiently
- Incentives for top performers
The advanced customer service call center at 1900 Market Street in Philadelphia reflects Independence’s commitment to ensuring that customers and members have the best possible experience.
The customer service call center features a contemporary space with innovative design and function. The facilities enable the center’s team to be nimble when monitoring call volumes, forecasting spikes, identifying trends, and troubleshooting.
Advanced technology and analytics help Independence’s customer service team enhance the overall customer experience by reducing call volume through first-call resolution and identifying call trends.
State-of-the-art systems make it easy to locate member benefits, claims, eligibility, and product and policy details. And managers can track the number of calls waiting and the speed of answer.
Customer Service Week is an international program celebrating the vital role of the people who serve and support customers on a daily basis. In 1992, the U.S. Congress proclaimed Customer Service Week a nationally recognized event. Each year, it is celebrated during the first full week in October.