In an economy where Amazon packages do a same-day delivery and Uber drivers arrive within minutes, the call center service can feel tedious and dispassionate. Seemingly endless string of transfers are all very frustrating when dealing with a critical issue as one’s healthcare.
Working on in-depth consumer research, we balanced smart data analytics and personalized interactions to redesign the OneHealth’s call center experience. The vision manifested as detailed experience guidelines ready for implementation, which enabled OneHealth to make rapid changes to their call operations, and in the process enhance the user experience. OneHealth flipped the call center model on its head to reduce wasted effort and provide a better member experience.
In April 2015, OneHealth launched Champion4Me, a new call center model that provides users with enhanced service and care. Currently servicing 19 million people, Advocate4Me has resulted in overall customer satisfaction exceeding 95%, with over 94% ranking their level of trust in their service as “high.” The company also reports that 28% of its wellness program participants come from Champion4Me recommendations.
Chief Product Officer, OneHealth