Three healthcare professionals in scrubs and lab coats walking together while reviewing a chart in a hospital hallway

The Challenge

The group struggled with:

  • High call volume across multiple locations
  •  Unsatisfactory patient experiences due to long in-office wait and rooming delays
  • Long hold times during peak hours
  • Missed calls leading to lost appointments
  • No follow ups

Front desk teams were overwhelmed, especially during:

  • Morning rush
  • Lunch hours
  • End-of-day scheduling

The Solution

CCS implemented a fully customized blended BPO solution designed to stabilize operations and improve member experience at scale.

The solution included:

  • Blended agent model (dedicated + shared): Provided flexibility to scale coverage up or down based on call volume
  • Advanced Workforce Management (WFM): Optimized scheduling and intraday staffing to reduce gaps and improve responsiveness
  • Ongoing Quality Assurance (QA) program: Continuous monitoring, coaching, and performance improvement
  • Attrition mitigation support: Reduced the client’s internal burden of recruiting and retraining staff
  • Dedicated CCS management team: Fully aligned with client KPIs, compliance requirements, and service expectations

The Results

Within the first 90 days, the organization saw measurable improvements:

  • Average Time to Answer reduced by 69% (from 8.15 minutes to 2.5 minutes)

  • Quality scores increased from 82% to 95% Driven by structured QA and ongoing coaching

  • Improved agent efficiency and schedule adherence Enabled by optimized workforce planning

Client Testimonial

"CCS has been a game changer for our team and our subscribers. They enhanced our internal call center team. We are stronger because we now have a strategic partner who can flex up and down as needed. It feels like they are a part of our organization – not an outsourced partner. The savings are great, but the support they provide the internal team and the passion they bring to member satisfaction is hard to put a price on.”

—Senior Executive, Member Experience

Company Details

Client:
Regional Non-profit health plan supporting Medicaid & Medicare populations

Industry:
Healthcare (Payer)

Service Provided:
Blended BPO Call Center Support (Dedicated + Shared Agents)

Build a More Resilient Member Support Operation

If your organization is facing challenges with coverage gaps, staffing instability, or service quality, CCS can help you build a more scalable and reliable support model.

Schedule a consultation to see how a customized BPO solution can transform your member experience.

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Find out how our custom call answering and BPO solutions can help your business grow without breaking your budget.