Post on 19-Jun-2020
© 2012 Jacada, Inc. All rights reserved.
Are Your Agents Ready for the
New HealthCare Landscape?
January 30th 2013
Amir Sabo
Director of Business Analysis at Jacada
Get the right answers to your members
each time, every time!
© 2012 Jacada, Inc. All rights reserved.
Founded in 1990
Drives
customer engagement
& ROI in months
Leading global provider of
customer experience
management solutions for
telecom, healthcare
financial services, utilities
and retail
Offices in US, UK, Germany
and Israel with successful
deployments across four
continents
About Jacada
© 2012 Jacada, Inc. All rights reserved.
About the Webinar
Affordable Care Act – Expected Call Center Impacts
How Can We Help?
Jacada’s Solutions for Guiding Your Agents
Jacada’s Mobile Agent
Q&A
© 2012 Jacada, Inc. All rights reserved.
General Overview
» Make every agent powerful to deliver consistent
answers and messages to your members
» Help reduce customer confusion by leveraging
your knowledgebase and giving your agents Just
the right information, at just the right time
» Help reduce repeat calls and create better
customer satisfaction
» Simplify your transition into policies, services, or
new legislation
© 2012 Jacada, Inc. All rights reserved.
Affordable Care Act – Call center Impacts
Am I Eligible ?
Which Plan fits me best?
Medicaid?Eligible for
financial aid?
How do I find a plan in the Exchange?
Can I switch my Dr.?
Do I qualify Patients differently?
Will my payment schedule change?
Which programs am I part of?
New Legislation
Federal Vs. State
Compliance Updates
Members QualificationQ
UES
TIO
NS
AG
ENTS
© 2012 Jacada, Inc. All rights reserved.
Affordable Care Act – Call Center Impacts
QU
ESTI
ON
S
AG
ENTS
Traffic may potentially divert to thephone channel due to complexity
© 2012 Jacada, Inc. All rights reserved.
Affordable Care Act –
„The Call Center Conflicting Forces‟
New minimum guidelines are being set for Health Care Payer
Organizations on spending The minimum percentage of premium health plans must spend on health care is
85% for large groups and 80% for small groups and individual policy holders
Increase in Efficiency
Training Costs Reduction
Reduction in Operational Expenses
Nee
d f
or
Imp
rove
me
nt
New Signup QuestionsC
all V
olu
me
In
crea
se
Longer Complex Calls
Providers Clarifications Calls
© 2012 Jacada, Inc. All rights reserved.
So… How Can We Help?
» Equip organizations and agents with Tools that:
Guide agents through complex flows
Create consistency
Leverage organizational knowledge
Take the burden off the agents
Reduce call handling time and reduce operational costs
Help adhere and adjust to legislation and compliance
© 2012 Jacada, Inc. All rights reserved.
Why Guidance Can Help?
Authenticate
Listen
Validate Member Need
Drive Through Guidance
Scripted Steps
Resolve
Continuous Guidance
Improvement
Leverage your knowledgebase
Create ACA ‘Walkthrough’ scripts to help
navigate members efficiently
Listen to your members and
adjust your scripts accordingly Feed Updates
from new legislation or compliance
changes
Help identify high-risk members and ensure follow-up communications
© 2012 Jacada, Inc. All rights reserved.
Jacada Agent Scripting (JAS)
» Quickly Create, Modify, Test,
And Deploy Call Flows
» No Programming Required!
» “Hot” Deployment Supporting
Rapid Business Changes
Agent Scripting
Eligibility
Questions
© 2012 Jacada, Inc. All rights reserved.
JAS|How Does It Work?
Visual Designer
Side-by-side View
Generate documentation
Single-click Publisher
© 2012 Jacada, Inc. All rights reserved.
Automate Steps in Customer Interaction Flows
Look up Customer Info
Embed Decision making guidelines
Search Knowledge Base
Trigger actions based on rules
Copy-Paste Data between Apps
AHT FCR Training $$$
© 2012 Jacada, Inc. All rights reserved.
Potential Uses
© 2012 Jacada, Inc. All rights reserved.
Jacada Agent Scripting (JAS)
No more call scripts that sound scripted!
Agents are presented with an adaptive UI that can
respond to multiple points within a conversation
Call flow adapts to the actual conversation with the
customer instead of forcing the call flow to adapt to
the system
You Will Immediately Notice:
© 2012 Jacada, Inc. All rights reserved.
How Could We Improve Even More?
Systems
Authenticate
Listen
Validate Member Need
Drive Through Guidance
Scripted Steps
Resolve
Authenticate
Listen
Validate Member Need
Drive through Guidance
Scripted Steps
Resolve
Member Self Serve or take the first few
steps
Agent receives
member flow and request
© 2012 Jacada, Inc. All rights reserved.
Jacada Mobile Agent
Jacada Mobile Agent| How it works?
Visual Designer for Creating Mobile Interactions
Complete Self-Serve History &Screen Pop into Multiple Apps
Jacada Mobile Agent plugs into existing Mobile Apps
1
2
3
Reduced AHTCall Avoidance / Self-serviceImproved Customer Experience
© 2012 Jacada, Inc. All rights reserved.
Agent Screen
» Agent desktop is pre-populated with the customer information
» Systems are automatically accessed and navigated
» Significant AHT reduction
Interaction Summary
© 2012 Jacada, Inc. All rights reserved.
» In a few years most CS calls will
start this way
» Start the Conversation in Context –
30-60 seconds of reduced AHT through
automation and deep screen-pop
» Agility / Decreased Time to Market
Fast deployment & immediate changes by
business.
Legislation updates, plan changes, updates to
eligibility rules and time based events that
need special handling
Why JMA? | Core Value Prop
© 2012 Jacada, Inc. All rights reserved.
Summary
» Scripting and guidance can help agents
become more effective
» Allow you to focus the call and get quicker to
resolution
» Agility and business controlled real-time
updates
» Decreased time to market of policy updates
and considerably reduce the need for re-
training
» Putting all the above at your member‟s
fingertips, considerably shorten call handling
time and improves member satisfaction
View Product on Web
View Product on Web
© 2012 Jacada, Inc. All rights reserved.
Q&A
© 2012 Jacada, Inc. All rights reserved.
Thank You
Amir Sabo,
Jacada Inc
5901 Peachtree Dunwoody Road
Atlanta GA 30328, USA
asabo@jacada.com