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Contact Solutions Continues Commitment to Lowering Cost of IVR Self-Service Automation for Health Care Carriers

Reducing contact center costs allows Plans to pass savings to consumers

Reston, Virginia, September 29, 2009 — Contact Solutions, a leading provider of on-demand contact automation solutions including IVR, email/text messaging and web transactions for business and government, announces today their continued commitment to lowering health care costs. The company’s hosted IVR solutions help insurance carriers and health plan providers save millions of dollars, reduce contact center costs and improve customer service. Contact Solutions’ Continuous Improvement Practice has:

1. Saved a leading provider of Health Savings Accounts (HSA) almost $5,000,000:

• Significantly reducing the transfer rate of calls to live agents
• Increasing caller satisfaction by providing more IVR self-service options
• Continuously improving the service offering with regular enhancements

2. Launched a state mandated outbound notification: and survey for major health benefits company to 2.4 million members

• Applications operational two weeks after winning contract
• Placed 2.4 million+ calls in three weeks, reaching 1.5 million members
• $750,000 gross savings from previous mail notification efforts

3. Implemented IVR improvements for insurance carrier:

• New IVR self-service menus with detailed claims and eligibility information
• 16% automation improvement
• $87,000 annual contact center savings

“As as our population ages, the number of people who require self-service automation increases,” says Paul Logan, Contact Solutions CEO. “Contact Solutions helps insurance carriers and health plan providers effectively automate calls and pass the savings on to consumers.”

“Contact Solutions is incentivized to save customers money on an ongoing basis. Companies today appreciate solutions that help them cut costs while improving service for their customers,” adds Aaron Thompson, Contact Solutions CFO.

HSA Health Care case study
Health Care Notification and Survey case study

About Contact Solutions
Contact Solutions delivers on-demand contact automation solutions including IVR, email/text messaging and web transactions, and call center analytics.

The company’s core business is to ensure its clients’ self-service automation rates continue to increase well after the initial deployment. With its game-changing Continuous Improvement Methodology and world-class IVR hosting facilities, Contact Solutions is incentivized to continually find new contact center savings for their clients. By continuously identifying, implementing, and monitoring inbound/outbound notification solutions, Contact Solutions consistently raises the bar on customer savings by reducing live-agent costs and stepping up the end-user experience.

www.contactsolutions.com. 
IVR Blog: http://contactsolutions.com/blog/
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© 2009 Contact Solutions, Inc. All rights reserved. All trademarks and company names mentioned are the property of their respective owners.