Health plan members call their insurer for many reasons. They may simply need a new insurance card. Or they may need help understanding their benefits or finding a provider. Blue Cross and Blue Shield of Texas applies data analytics to these calls to help make sure customer advocates are prepared to help. The data also helps BCBSTX anticipate issues so members are less likely to need to call.
Newsroom | Experience
Video: How Call Data Improves Customer Experience
March 15, 2019