Client Case Study

Call Center Support

• Client: Trucking Firm, 317 employees
• Challenges:
  • Human Resources Director’s time dominated by employee benefit questions, request for benefit forms, etc.
• Strategy:
  • Implement and provide employees access to an Employee Resource Center supported by a customized employee benefit website.
• Results:
  • Within two months, the employees became familiar with their ProView Benefit Specialist and began utilizing both the Employee Resource Center and customized website as their primary points of contact for benefit-related inquiries and issues
  • Benefit-specific telephone, e-mail and walk-in inquiries previously directed to the Human Resources Director were reduced by approximately 50% during the first two months and an additional 30% in the third month
  • Results from the surveys sent to the employees and their dependents reflected a 97% above average to excellent performance rating for the service they received from ProView
  • The employees perceived ProView as value-added to the current process for issues, inquiry and resolution. Additionally, the Human Resources Director was able to focus on more strategic initiatives.