Medica, a prominent, non-profit health plan provider in Minnesota and the Upper Midwest, faces higher contact center volume during certain seasons, which can result in very long queue wait times. They needed a way to shorten hold times.

Medica chose to deploy INI SureConnect™ callback with the Agent First strategy to deal with seasonal spikes in call volume.

Results

Thousands of Medica callers used callback to escape the queue following initial deployment, which greatly decreased hold times, improving the overall caller experience.

“Our customer satisfaction scores from our caller survey are way up since introducing callback [with INI SureConnect]. Agents like it because it’s easy to learn, and callers are more positive because they haven’t been waiting as long.”
– Jane Steinhagen, Contact Center Engineer, Medica

For more information about the features and benefits of callback with INI SureConnect, please contact us.