Using Virtual Agents to Create High-Touch Customer Service for Health Plans
by NTT DATA
July 19, 2017
As health plans continue to face pressure to cut costs and “do more with less,” the pressure to offer more innovative services at lower costs has also increased for business process outsourcing (BPO) contact center providers. Many contact center providers have lowered costs by operating at lower margins, increasing span of control, and cutting compensation and benefits for live operators. This has resulted in higher industry attrition and static, if not reduced, service expectations and innovation.