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ConnectiCare Call Recording Implementation Shows Virtual Observer to...

Back in 1981, ConnectiCare launched with the mission of establishing a health plan that would truly care about improving the health of its members. ConnectiCare still lives by that same mission, serving more than 240,000 individuals in Connecticut, Western Massachusetts, and New York. In 2006, ConnectiCare was ranked #6 on the U.S. News and World Report/NCQA list of America's Best Health Plans.

ConnectiCare maintains a local presence with 500 employees based in Farmington, Connecticut. Being able to personally provide superior customer service to local residents is a big part of their success, and some of the same logic went into their choice of Coordinated Systems, Inc.'s (CSI) Virtual Observer for call recording and quality monitoring.

ConnectiCare takes great pride in delivering high-quality health insurance with exceptional customer service. One of the ways they are able to deliver world class customer service is through the performance of their call center.

"Our objective is to provide best in class service to our customers with quality answers and with little or no wait times," said Laurie Blier, ConnectiCare's call center director, echoing the common goals exhibited throughout the ranks of the entire call center operation.

"We receive inbound calls from members, providers, brokers, and employers seeking information on eligibility, benefit questions as well as claim denials. Between the 3 different call centers, we handle an average of 2400 calls per day," Laurie added.

"When we decided to explore technology that would help support our call monitoring and quality assurance goals (http://www.connecticare.com) measures the soft skills, call documentation as well as content and quality of the response given to the caller. "Having the screen captures helps us identify where the CSR found the answer, which helps us provide better coaching to our reps. Our supervisors like the ability to focus on a specific/selected group of individuals," Lyndee added.

ConnectiCare recently implemented the latest version of Virtual Observer Logger, which records every call. What pleased the personnel at ConnectiCare most about the upgrade was the fact that "we see some of our own suggestions come into play and become a usable feature in the system, such as additional detailed reporting."

One of the ways Virtual Observer has made an impact on call center agent performance (

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| Benefits | Older Americans | health benefits companies |

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