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Contact Center Operations
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The Issue
Delivery of high quality, cost efficient customer service can present a variety of challenges to any Government agency. Although program requirements vary widely, the basic expectations of providing high quality, yet efficient, services is consistent across all customers and programs.
The Solution
Humana Military Contact Center Operations provides turnkey contact center services in support of Government customers throughout the United States. We combine experienced staff, use of advanced technologies, and a flexible service model to design and deliver customized contact center services that meet the needs of our agency and the expectations of end users. Humana Military Contact Center Operations offers several key advantages that allow customers to meet mission-critical customer service objectives in an efficient and consistent manner:
- Support for the full range of contact center responsibilities, such as data collection, transaction processing, responding to customer questions, and others.
- A wide range of channels for responding to customer contacts, including telephone calls, online chat, secure messaging, e-mail, and written correspondence.
- Our experienced and established workforce of contact center agents understands the unique requirements and demands of delivering exceptional customer service.
- Leverage state-of-the-art technologies that maximize inquiry handling efficiency and reduced transaction costs such as Integrated Voice Response, Automated Call Distribution, Voice over Internet Protocol, Call Recording, Document Imaging and Workflow, and Workforce Management Systems.
- Our flexible service delivery model can accommodate decentralized and centralized approaches depending on client priorities, preferences, and space availability.
- Our large contact centers offer customers access to economies of scale that can significantly reduce the operating costs of delivering high quality customer service.
Contact Center Awards
In addition to these advantages, Humana Military’s contact centers have been recognized with both local and international awards. At the local level, our contact centers have earned the Boomerang Vision Award presented by the Customer Contact Center Network of the Greater Louisville region. This annual award recognizes the achievements and contributions of outstanding contact centers and contact center professionals, and has helped establish a leadership position in our local market. Humana Military received this award three consecutive years (2007, 2008 and 2009). In addition, we have received several international awards, including Best Contact Center, from Contact Center World, the leading global support organization for the contact center industry.
Small Business Support
We are currently a GSA approved contractor under Contract Number :GS-23F-0068W. Additionally, through our strategic network of small business prime contractors and subcontractors, we can help Government agencies satisfy their small business contracting goals, meeting service-disabled veteran-owned, 8(a), HUBZone, Tribal Owned, and small disadvantaged business considerations.
For more information, contact:
Mr. Roy Gaunce
Director, Call Center Operations
1-800-444-5445 ext. 318-6000
1-502-318-6000 rgaunce@humana.comMr. Mike Payne
Executive Director of Operations
1-800-664-4140 ext. 1123
1-502-580-1123 mpayne@humana.com |
