When it comes to member satisfaction and efficient operations, SCAN Health Plan has always set the bar high. As a not-for-profit Medicare Advantage provider, SCAN has maintained a remarkable 90% member satisfaction rate over the past five years. However, with growing membership demands, a predominantly remote workforce of 300 agents, and the complexities of operating in multiple states, SCAN needed to quickly and intelligently optimize its Genesys contact center operations. That’s where Brightmetrics came in.
The Challenge: A Data Bottleneck
Prior to Brightmetrics, SCAN was hampered by an inefficient analytics system. Their setup required multiple software tools and significant manual effort to extract and interpret data, making it difficult to respond to changing conditions or streamline agent performance. This setup was cumbersome, delayed critical decision-making, and stretched resources.
The challenges mounted as call volumes rose and demand patterns became more unpredictable. SCAN needed real-time visibility into agent performance and actionable insights to satisfy both members and employees while complying with strict regulatory requirements. The stakes were high: SCAN needed to address inefficiencies in handling calls, analyze agent training and coaching effectiveness, and meet government-mandated performance standards such as Average Speed of Answer (ASA) without additional hires.
The Solution: Brightmetrics’ Real-Time Analytics
Brightmetrics enhanced SCAN’s approach to data and performance management. The Brightmetrics’ intelligent analytics platform provided instant visibility into real-time and historical data, enabling SCAN to track agent activity, optimize call queues, and rapidly identify issues. The advanced analytics platform eliminated the need to navigate complex Genesys APIs or compile reports from multiple systems, making data insights accessible to everyone—from technical analysts to team managers.
The intuitive dashboards and drill-down capabilities helped SCAN to analyze trends, monitor agent performance, and proactively address gaps. Leaders could now see which teams needed more support, identify inefficiencies, and implement training or coaching based on data-driven insights. SCAN could even customize visual data displays to fit the needs of individual managers, making the decision-making process smoother and more impactful.
Results That Matter
By leveraging the insights by Brightmetrics and the dedication of their team, SCAN was able to achieve outstanding results. SCAN optimized agent performance, reduced burnout, and kept agent turnover at an impressive 14%—far lower than the industry average. Real-time insights helped ensure that the right agents were in the right roles at the right time, allowing the organization to handle higher call volumes without expanding its team. The platform’s customizable performance reports streamlined data analysis, freeing managers from time-consuming manual processes and enabling them to focus on strategic initiatives.
Moreover, Brightmetrics has been instrumental in helping SCAN maintain compliance with Centers for Medicare & Medicaid Service (CMS) standards. The real-time monitoring capabilities allowed SCAN to quickly adjust operations to meet these requirements, ensuring high service levels and regulatory adherence.
Key Takeaways
- Data-Driven Resource Allocation: Brightmetrics’ real-time insights helped SCAN to distribute workloads efficiently, minimizing service delays and supporting agent well-being.
- Improved Agent Retention: By aligning resources with demand and offering targeted coaching, SCAN reduced agent burnout and kept turnover rates low.
- Operational Efficiency: The easy-to-use platform cut down the time needed for data processing, enabling leaders to take swift, informed action.
- Regulatory Compliance: Real-time monitoring features ensured SCAN met stringent CMS standards, reinforcing their commitment to excellence.
Why It Matters
The story of SCAN Health Plan showcases the power of actionable data. In a landscape where high call volumes, regulatory pressure, and agent satisfaction are constantly at odds, SCAN leveraged Brightmetrics to support its success. Their experience demonstrates that the right analytics solution can transform a contact center from a reactive operation into a proactive, agile powerhouse.
Want to learn more about how Brightmetrics can help your organization make faster, smarter decisions? Dive deeper into SCAN’s full case study to explore how data-driven insights can unlock new levels of operational efficiency and service excellence. Read the full case study here.
