Avaya - The Answer for Ailing Contact Center System
Across California, 16 nonprofit, publicly governed health care plans serve over 7.5 million people. They provide access to quality, affordable, and comprehensive health care services for all Californians.
Health Plan of San Mateo (HPSM) is one such plan, serving more than 145,000 members – some of the country’s most vulnerable and underserved residents.
When members call, their needs are often urgent: they have questions about eligibility, authorization or medications. HPSM fields 2,000 calls a week across its two call centers – for Medicare and Medi-Cal patients – and does so under strict guidelines.
“Under federal mandates, we have to answer 80 percent of calls within 30 seconds and keep our abandonment rate at no more than 5 percent,” says Jose Santiago, Member Services Manager. “And we are required to answer calls in five different languages (English, Spanish, Russian, Mandarin and Tagalog).”
Adding to the challenge, in the past decade the organization and its membership have doubled in size. To accommodate staff growth, in 2015 HPSM relocated to a new facility. With the move, the organization took the opportunity to redesign its IT infrastructure from the ground up. To gain more efficiencies, HPSM leveraged its virtual environment to further simplify management and reduce cost. Virtualizing the environment allowed HPSM IT to replicate mission-critical applications off site for business continuity.
At the same time, HPSM sought to replace its outdated voice and contact center solutions to meet its stringent member service goals.
Required reporting took half a day every week
HPSM lacked some of the reporting detail required by state and federal entities
Agents must answer 80% of calls within 30 seconds
The archaic phone and contact center solutions were cumbersome to manage
HPSM needed a more solid business continuity plan
The contact center reduced reporting time by 200 hours over the course of a year
With SIP in place, the IT team no longer has to maintain hardware, wiring or circuit boxes, and only pays for the lines it needs
Response times to inquiries that come into the contact center have improved