Multilingual Contact Center Case Study: 20% Conversion Rate
Services Provided:
Innovature BPO optimized Medicare member engagement by deploying a specialized five-language contact center that bridged cultural gaps. By managing nearly 7,000 calls with a 30-second average speed of answer, the solution balanced high-volume efficiency with rigorous clinical compliance. This member-centric shift drove higher enrollment rates and earned executive praise for delivering “incredible” value and growth.
The Need for a Multilingual Contact Center
Clever Care Health Plan recognized the absolute necessity of delivering culturally aligned support to its diverse Medicare member base. To prepare for the high-volume Enrollment Period season, they partnered with Innovature to deploy a robust multilingual contact center solution. This strategic initiative aimed to provide comprehensive assistance across crucial touchpoints, including benefits inquiries, claims assistance, and enrollment.
Overcoming Medicare Member Challenges
Our dedicated customer service team provided expert support in five specific languages: Korean, English, Mandarin, Cantonese, and Vietnamese. By expanding bilingual agent coverage and optimizing call routing, the health plan dramatically improved first-call resolution and minimized wait times. Agents effectively handled various complex queries, ranging from enrollment and eligibility for holistic plans to provider network information and CMS government testing programs.
Outstanding Multilingual Contact Center Results
The operational metrics clearly highlight the success of this transformative multilingual contact center:
- Rapid Response Time: The dedicated team successfully achieved an Average Speed of Answer (ASA) of 30 seconds or less, securing a 90% benchmark.
- High Agent Productivity: Every day, agents efficiently handled an average of 80 calls, logging a daily talk time of 5 hours.
- Strong Campaign Performance: Targeted outbound campaigns recorded an impressive 30% contact rate alongside a solid 20% conversion rate.
- Exceptional Quality Assurance: Quality remained a top priority, with representatives consistently achieving audit scores of 8 or higher.
- Swift Implementation: Remarkably, this entire operation was successfully launched with a highly efficient ramp-up time of just 2 weeks.
Unlock the Full Transformation Story
Are you ready to explore how these strategic improvements enhanced member satisfaction, strengthened retention, and positioned Clever Care as a deeply member-centric health plan? Discover the complete roadmap to transforming healthcare operations and delivering outstanding quality service.
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Result
- Average Speed of Answer (ASA) within 30 seconds or less (90% benchmark)
- Calls Handled – 80 per day, Talk Time per day: 5 hours
- 30% Contact Rate and 20% Conversion Rate for Outbound calls
- Audit Scores of 8 or higher per rep