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| The Best Service...Satisfied Employees |
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| We recognize that the savings gained through effective benefit cost management can easily be lost through decreased productivity caused by even mediocre customer service. For that reason, our biggest investment has always been with people and technology. We do things right the first time; responding to inquiries accurately and quickly. These investments include: |
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Staffing in our Customer Care Unit of one representative for every 2,000 covered employees. This compares to an industry standard of one representative for every 3,500 covered employees. |
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A state-of-the-art interactive voice response phone and customer care system that closely monitors calls and holds our Customer Care team members accountable for service levels and call resolution. |
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Complete call tracking and reporting, which is used to provide valuable feedback to our groups on employee perception and concerns. |
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