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Blue Cross & Blue Shield of Rhode Island Chooses Eyretel’s Recording, Monitoring, and Analysis Suite for Four Call CentersSystem will help deliver on corporate initiative to make customer service a differentiating factorCalverton, MD, September 17, 2002 – Eyretel Inc., a global provider of voice and data recording, quality monitoring and analysis systems for the optimization of contact centers and other customer contact environments, today announced that Blue Cross & Blue Shield of Rhode Island has chosen Eyretel’s recording, monitoring, and analysis suite for installation in its customer service call centers to replace its current manual processes. Blue Cross & Blue Shield of Rhode Island’s four call centers are divided by lines of business and handle over 900,000 calls per year. Eyretel’s products are now installed at more than 30 Blue Cross and Blue Shield affiliate contact centers nationwide.Blue Cross & Blue Shield of Rhode Island is Rhode Island's largest health insurer and the state's leading Medicare provider. The company now covers more half of the state’s population and is one of the largest employers in Rhode Island with more than 1600 employees. Blue Cross & Blue Shield of Rhode Island will install Eyretel’s full suite of performance measurement, quality monitoring, and interaction recording and analysis systems. The company plans to use these products to improve agent training and effectiveness to identify trends and anomalies to improve customer service by using Eyretel’s visualization tools to analyze and replay recorded agent interactions. They also plan to link contact center performance with the company’s top down goals by using Eyretel’s advanced reporting and analytics applications to track and monitor key performance measures. “One of our corporate goals is to make customer service a differentiating factor for our business,” said Stephanie Ledoux, Assistant Vice President of Customer and Provider Service. “Our company is moving to an e-business strategy, where we will be providing our members with the option of web self-service. We need Eyretel’s system to give us as much depth as possible in capturing what we’re doing effectively and what we’re not. Eyretel’s analysis applications stand out in the industry for that capability.” In the last year Blue Cross & Blue Shield of Rhode Island initiated a call monitoring and incentive rewards program to allow call center supervisors to monitor and coach agents as they serve the needs of plan members. The program was limited because supervisors were only able to capture five calls per month per agent using the manual process of capturing and scoring the calls. Additionally, it was not possible to simultaneously review agents’ conversations with members and see a replay of the computer screens that the agents were using at the time. Blue Cross & Blue Shield of Rhode Island plans to double or triple the number of calls supervisors can review within the same amount of time by using the Eyretel suite to record 100% of their agents’ phone calls and 20% of their computer screens. An added advantage of recording 100% of calls is that disputes on coverage and rate quotes can easily and quickly be resolved. About Blue Cross & Blue Shield of Rhode Island Blue Cross & Blue Shield of Rhode Island has been the state’s leading health insurer for 63 years and now covers more than 600,000 customers. Blue Cross & Blue Shield of Rhode Island is an independent licensee of the Blue Cross and Blue Shield Association. About Eyretel Eyretel (London: EYR) is a global provider of voice and data recording, quality monitoring and analysis systems for the optimization of contact centers and other customer contact environments. Eyretel systems provide for up to 100% recording and analysis of all customer electronic communication and interaction, including telephone calls, web chat, agent-assisted web browsing and desktop computer activity in both traditional and IP telephony environments. Eyretel’s end-to-end suite of products and services allow enterprises to manage risk involved with regulatory compliance or the protection of public safety, through reliable recording of caller contacts; to achieve greater customer intimacy, while generating additional revenue opportunities and increasing customer retention; and to improve contact center efficiency, with increased profitability, higher agent performance and reduced staff turnover. With operations in Europe; the Americas; Asia Pacific and Africa, Eyretel serves a worldwide set of blue chip clients. Visit Eyretel on the World Wide Web at www.eyretel.com. Editorial Contact: Marlene Rosati Eyretel Inc +1.301.586.1929 marlene.rosati@eyretel-usa.com top of page |
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