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Business Process Guidance

For the Health Insurance CSR

	SupportPoint supporting multiple applications on the desktop. Click to enlarge

Health insurance customer service representatives (CSRs) are challenged by a mix of complicated and siloed applications and constantly changing complex policies, procedures and product knowledge.

That is why contact centers struggle with:

Poor first call resolution rates
Large internal help desks
Lack of CSR adherence to processes
Inaccurate information to members

Panviva’s Business Process Guidance (BPG) system – SupportPoint, addresses this problem by dramatically improving contact center efficiency and quality leading to an improved customer service experience.

SupportPoint is a GPS for the desktop. It identifies the CSR’s role and delivers the right information in real-time. SupportPoint recognizes where your CSRs are in a process (which application screens they have open), then guides them step-by-step to the desired outcome for each call.

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