CONTACT CENTER MANAGEMENT
Deliver a more personal and quality experience to members and providers with our AI-powered solutions.
Block User Call Kick-off Call Reason Efficient Workflow General Notes ACW Notes HIPAA Verification Idle Time And Break Tracking KPI Dashboards Member Landing Page Quick Reference/Actions/Views Real-time Query Resolution / SME Support Real-time Warning and Notifications Search Transaction Training Need Analysis User Management View Call Highlights Work Summary
Contact Center Management
Streamline communication using our contact center features to keep members satisfied and coming back for more with activity tracker, KPI Dashboards, Call Reason, View Call Highlights and more.
Block User
InsightPro elevates error control and user accountability by restricting claim processing when errors exceed a predefined threshold, ultimately safeguarding against potential discrepancies.
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Block User
This heightened level of oversight enforces strict adherence to established quality standards to prevent customer grievances. It also significantly enhances call management within workflows, minimizing errors and ensuring accurate processing.
Call Kick-off
InsightPro provides a structured and efficient way for Customer Service Representatives (CSRs) to initiate and document calls with members and providers.
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Call Kick-off
This feature captures contact information and facilitates the comprehensive documentation of calls, ensuring that all relevant details are recorded and easily accessible. CSRs also have the ability to search for a member based on their information, streamlining the call initiation process and improving workflows to increase the effectiveness of their support.
Call Reason
InsightPro allows Customer Service Representatives (CSRs) to capture and document the reasons for a call so they can efficiently categorize and manage inquiries based on the nature of each call.
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Call Reason
CSRs are prompted to select the appropriate call reason when they initiate or receive a call by selecting from a list of dynamic call reasons based on whether the caller is a member or provider. Call handling procedures and workflows can then be improved based on regular feedback and improvement recommendations from this tool.
Efficient Workflow
InsightPro offers an interdepartmental workflow feature to keep CSRs structured and organized as they collaborate with other departments to promptly resolve queries.
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Efficient Workflow
Our tools builds a robust workflow system that manages various tasks from various departments. This seamless collaboration provokes proactive communication, bringing transparency to the status of pending work within each department. With these internal processes streamlined, CSRs are able to enhance overall customer service quality from beginning to end.
General Notes / ACW Notes
InsightPro equips Customer Service Representatives (CSRs) with the ability to capture general and Call Work (ACW) notes during a call.
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General Notes / ACW Notes
If specific tasks or actions need to be taken after the call, CSRs can mention these in the ACW notes during the call and use the ACW checklist to track post-call tasks that need completing. This easy-to-access feature ensures that important information is recorded and that necessary post-call tasks are completed efficiently.
HIPAA Verification
InsightPro helps build trust between members and healthcare organizations by enforcing HIPAA (Health Insurance Portability and Accountability Act) verification.
With our tool, the privacy and data security of sensitive health information is strictly upheld and prioritized.
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HIPAA Verification
This is a fundamental step in ensuring that health-related information is accessed and shared only with authorized individuals, so your organization can remain in compliance with HIPAA and prevent unnecessary errors. With our tool, the privacy and data security of sensitive health information is strictly upheld and prioritized.
Idle Time and Break Tracking
InsightPro implements an enhanced workforce productivity management tool for supervisors and managers in a call center or customer service environment.Learn more
Idle Time and Break Tracking
By providing real-time insights into idle time and break patterns, this feature helps facilitate informed decision-making about workforce management and resource usage. In return, this improves productivity and fosters a balanced work environment by ensuring that employees have access appropriate breaks and are equipped with the tools they need to be successful long-term.
KPI Dashboards
InsightPro leverages the power of integrated dashboards and analytics to give users real-time insights into the health of their processes.
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KPI Dashboards
Through immediate KPIs, supervisors and managers can swiftly identify areas that require attention and immediately take action. These dashboards offer a level of visibility and control that is crucial for improving operational management and excellence. Overall, this translates directly into cost savings, bringing in a significant return on investment (ROI) within the first year of implementation.
Member Landing Page
InsightPro creates a centralized and comprehensive resource for Customer Service Representatives (CSRs) to access essential member information.
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Member Landing Page
This landing page includes member demographic information, eligibility/claims/billing information and call history information. With everything in one place, CSRs are equipped to promptly and effectively answer member queries, ensuring a positive experience for members and providers as they interact with you customer service team.
Quick Reference/Actions/Views
Real-time access to information and streamlined communications across departments for Customer Service Representatives (CSRs) to have easy access to member details during calls.
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Quick Reference / Actions / Views
This well-designed information system empowers CSRs to provide excellent service, resolve inquiries efficiently, and collaborate effectively with other departments when needed. Our information system also integrates seamlessly with your CRM or case management system to keep your data up-to-date.
Real-time Query Resolution / SME Support
InsightPro elevates support with immediate solutions backed by an AI-powered Virtual Assistant.
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Real-time Query Resolution / SME Support
This tool provides human-like interactions, creating a more engaging and personalized user experience. It also seamlessly integrates tribal knowledge and subject matter expertise so that queries are addressed with the highest accuracy and precision possible. Using our advanced technology, customers receive timely assistance that improves their overall experience.
Real-time Warning and Notifications
InsightPro displays automatic warnings and notifications to Customer Service Representatives (CSRs) during calls to make sure that important instructions and information are highlighted and remembered.
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Real-time Warning and Notifications
By ensuring that CSRs have instant access to critical information, this feature empowers users to provide accurate and reliable assistance to enhance customer satisfaction and reduce grievances. It also serves as a means of communication and aids in the decision-making process, resulting in quicker resolutions and a higher quality of service.
Search Transaction
InsightPro utilizes a call repository search feature to expedite the retrieval of important call data for CSRs.
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Search Transaction
Users are able add metadata or annotations to search records, helping users find relevant calls more efficiently. Filters can then be configured to search by different options such as date, call reason, etc. This efficient access to critical information not only aids in addressing immediate member/provider inquiries but also serves as a valuable resource for training and maintaining quality assurance efforts.
Training Need Analysis
InsightPro enhances the training process by analyzing quality and productivity data within your established training programs.
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Training Need Analysis
Advanced outlier detection is used to pinpoint training gaps and identify candidates requiring additional training. Because it is powered by machine learning, our tool also provides dynamic ramp-up plans that can be adapted on a weekly/monthly basis for continuous improvement. Our in-depth analytics comprehensively assess trainee performance before and after training, providing evidence-based evaluations for improved training efficacy.
User Management
InsightPro streamlines administrative tasks to allow managers and supervisors to configure both user and group settings within their teams.
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User Management
This functionality enables the establishment of groups, assignment of users, and definition of access privileges in order to eliminate change requests and labor-intensive manual adjustments. The intuitive nature of our tool enhances administrative efficiency and empowers streamlined control, leading to a more agile and secure user management system.
View Call Highlights
InsightPro allows users to access a concise summary of key information and insights from a call, making it easier to review, analyze, and act upon call-related data.
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View Call Highlights
This tool provides insights into call trends, common issues, and opportunities for process improvement by leveraging reporting and analytics. It can also be used to provide documentation and support resources to help new users understand how to interpret and act upon the information in call summaries.
Work Summary
InsightPro implements a “Last Day Work Summary” feature for Customer Service Representatives (CSRs) so they can start their workday off strong with an overview of their performance and responsibilities.
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Work Summary
Using performance tracking and message notifications, CSRs experience enhanced accountability, improved workflows and streamlined communications. This helps your team stay on track and informed at an individual level, benefiting your organization at a team level.
