How To Increase Csts

Transcription

1 Service Center Budget and Staffing Review Nvember 10, 2014

2 Recmmendatin New Develpments Impacting Service Center Vlumes: The increase in net share fr APTC custmers and a 45% increase in the number f custmers wh remained enrlled thrugh 2014 resulted in a significant increase in the number f frecasted calls t the service center Estimated net increase: +60K calls between Nv 15 and Dec 31. Recmmendatin: The Operatins cmmittee reviewed the attached material n Nvember 7 th 2014 and cnditinally apprved mving frward with the recmmended Optin 2 t increase call center staff in Nvember and December. The cnditins included preparing: an estimate f impact n service level agreements (SLA s) A review f verall impact n the financial frecast 2

3 Backgrund Backgrund In September, the Operatins & Finance Cmmittees reviewed variances relative t the riginal 2015 budget New factrs were identified that will drive up csts in the service center, including Renewal activity: increase f 45% ver prjectins Renewal rating infrmatin: many custmers are receiving ntices that will stimulate questins abut current cverage and prices; expecting ver 30K peple will require assistance calling us twice Several manual prcesses have been identified as we have fully tested the system that require labr in the service center Cmmitments by the vendr t increase efficiency 30% have been implemented, but will take time t effectuate; an anticipated budget verage f $1.5m minimum was discussed The Cmmittee recmmended driving twards efficiencies, but recgnized that in rder t be prperly staffed fr pen enrllment, the service center may cntinue t run a variance. 3

4 Increases talk time Increases wait time Increases vlume Overview: Variable factrs that affect call center csts Marketing, utreach and gd r bad press System issues r limits Ntices Custmer has t call many times t reslve issue Use f ther sales channels Online help Imprved usability f the nline system Ability t self-help 1-call reslutin Decreases vlume Call vlumes NOTE: Fixed csts include Building / space Telephny and technlgy Management and cre staff Average talk times Acceptable wait times 4 Cmplexity f service needed Systems and prcesses that make it hard t identify the custmer and the their prblem Use f IVR fr simple questins Ability t answer quickly and accurately Gd call scripting and availability f jb aids Decreases talk time Number f service reps and telephny capacity (nte: we have 389 circuits in the service center, C3 has 419) Number f service reps and telephny capacity Decreases wait times

5 Call Vlume Assumptins Item Original Assumptins Current Data and Assumptins Net change Ttal renewal ppulatin 69, ,147 45% Aut renew ppulatin 41,901 77,005 84% Nn-Aut Renew ppulatin 27,934 24,142-14% Assumptins 50% f aut renew ppulatin will call fr assists 90% f nn-aut renew ppulatin will call fr help 90% f all FA aut renew ppulatin will call fr assists 50% f all NFA aut renew ppulatin will call fr help 90% f nn-aut renew ppulatin will call Ttal number f renewal calls 98, ,656 72% 5

6 Call Vlume Assumptins Variable Assumptins used t develp frecast Updated Assumptins Assuming Optin 2 Staffing level fr Nv and Dec Call Vlumes Renewals: 98K calls in Nv / Dec New enrllments:133k calls IRS reprting: 26K calls Other (maintenance): 108K calls TOTAL: 365K calls Renewals: 158K calls in Nv / Dec New enrllments:133k calls IRS reprting: 26K calls Other (maintenance): 108K calls TOTAL: 425K calls Acceptable Wait Time Average Talk time Average Speed t Answer (ASA) SLA 80% f all calls handled in 90 secnds r less Average OE talk time Nv / Dec 2013: 18:37 t 21:28 We are targeting t have an average speed t answer (ASA) within the 15 t 30 minute range acrss all Centers fr the perid between Nv 15 and Dec 15. ASA shuld imprve t the 80/90 SLA by early January if all ther assumptins remain valid. Average OE talk time acrss all calls fr Nv / Dec 2014 : 14 t 16 minutes 6

7 Call Vlume Mitigatins Call Vlume Mitigatin Initiatives: Equipped brkers and assistance netwrks with tls and training t scale capacity fr enrlling renewing and new custmers Increased utbund call campaign t targeted effrts Mdified n-hld messaging t direct custmers t lcal brkers, enrllment events, assistance sites Changed the interactive vice respnse (IVR) system t prvide scripted infrmatin t custmers calling in with questins abut aut renewals 7

8 Financial Implicatins Lng-Term Directinal Financial Influences Market-driven: Market pricing variances year-t-year Renewals: 2 nd Lwest Cst Silver Plan Pricing Changes Impacting APTC Plan Chices (# f plans, carriers) Prprtin new enrllments t renewals Sales Channel Participatin: Assistance Netwrk, Brkers, Hubs, Carrier brkers Prduct diversity Cntrllable: Cmpletin f prgramming & IT systems Decisin Supprt Tls Imprved Nticing and Messaging Staff training, retentin, ptimizatin Experience, data analysis SHOP vlumes Frecast Budget Staffing Increase Frecast Staffing Trend Cntinued t Y/E Renewals Vlume Adjustments Mitigatins Impact Year-end Frecast September July-September Actuals Nvember September-June '15 June Service Center $ 13,640,000 $ 1,500,000 $ 1,800,000 $ 875,000 TBD $ 17,815,000 8

9 Optins t add mre Tier 2 staff Optin 1: Add enugh staff t maintain service level; cst ~$1.4M Prs expected t maintain SLA Cns unrealistic, n space fr staff, very cstly Optin 2: Utilize all available CGI staff with vertime and bring n 2 new classes f C3 staff; cst $875K Prs achievable if we mve quickly, imprves preparedness and reduces risk that we will be verwhelmed in early December with n ptins Cns SLA is well ver 80/90, but similar t the experience custmers had during peak times last year. NOTE: ways t add mre FTEs t the Tier 2 frnt line: Overtime fr current staff Repurpse trained back ffice /QA staff t be Tier 2 reps Bring n new staff Use trained staff available frm ther related call centers 450 Planned Staff (Tier inbund 350 calling nly) Ttal staff needed (frecast) due t change in market cnditins and increased retentin f custmers Planned Staff (Tier 2 inbund calling nly) Revised Tier 2 Staffing Level 9

10 Recmmendatin Recmmendatin: Cntinue the service philsphy f: prvide respnsive, cst effective custmer service while managing t the current SLAs as vlume permits Adpt Optin 2 t increase call capacity t maximum ptimal: estimate $875K additinal fr Nvember/December Pursue additinal mitigatins: Aggressively mnitr activity, strategies, frecasts and pprtunities fr efficiencies within the service center Accelerate deplyment f the avatar and ther lw-cst decisin supprt tls t imprve custmer self-service capabilities. 10

11 11 Questins

12 Update n Activities t imprve efficiencies AHT and 1 st Call Reslutin Self Serve Thrugh IVR Messaging revised and n Track fr 11/10/2014. Self service cmpnent in develpment fr January 2015 implementatin Custmers can self serve 24X7 via IVR t receive renewal and enrllment infrmatin, reset passwrds, unlck accunts etc. Mdificatins t Scripting Cmplete with cntinued nging refinements Quickly identify and refer Medicaid custmers t the apprpriate agency Minimize disclsure language Redirects t website Incrprate Specific Infrmatin int CRM Tl Develpment activities n-ging Enables faster lk-ups regarding items like renewals, verificatin data, adds text templates that can be cut and paste int a custmer cmmunicatin Mve Channels t Self Serve C4 team cnducted webinars with ther service channels Uptraining fr specific rganizatins and individuals that drive calls Refined Cmmunicatins t Drive Self Service Cmpleted via C4 cmmunicatins emphasizing the Marketplace site, Brker/HCG assistance, and ther channels f service. Target cmmunicatins t prmte self service and cnsider messaging that tackles different issues at the apprpriate time (e.g., tax time) Agentless Campaigns Agentless Dialer testing successfully cmpleted. On track fr first campaign t Brkers within the next week. Reduces headcunt need Prvides up-frnt cmmunicatin Level f Supprt During a Call Training fr all the existing staff cmpleted as f 10/3/14. Incrprated int new hire training Increased fcus n efficiency f a call while balancing custmer service need Efficient and Apprpriate Transfer f Medicaid Related Calls Jb aid develped and distributed t staff Increased fcus n transferring calls that pertain t Medicaid benefits. Emplyee Perfrmance Cntinual mnitring and caching resulted in a 90% ccupancy rate in Octber Screcards, desktp timers and fcus n Quality Assurance as a reinfrcement tl Chat - Expanded the Chat team s scpe and updated prcedures t enable Open chat t mre extensive services including enrllments Emplyee Recgnitin New recgnitin prgrams develped and in place Reward behavir that encurages lwer AHT and first call reslutin 12 ** Early results = 5% reductin in average handle time

13 13 AHT Since September Reduced 5% While Significant Number f New Agents Brught On Bard

14 Alternative Ramp up strategies Optin 2A: Mre vertime and mve current CGI back ffice staff t Tier 2 psitins; cst $275K (Nte: we are preparing t implement this ptin starting next week) Planned Staff (Tier 2 inbund calling nly) Revised Tier 2 Staffing Level (CGI vertime, currrent back ffice and repurpsed ther call center staff) Planned Staff (Tier 2 inbund calling nly) Revised Tier 2 Staffing Level (CGI vertime and currrent back ffice staff nly) Optin 2B: Mre vertime and mve current CGI back ffice staff t Tier 2 psitins; redirect trained CGI call center staff frm KY call center t CGI call center; cst $325K Planned Staff (Tier 2 inbund calling nly) 14 Optin 2C: Mre vertime and mve current CGI back ffice staff t Tier 2 psitins; redirect trained CGI call center staff frm KY call center t CGI call center, add nly ne new C3 class f 25 peple; cst $550K Revised Tier 2 Staffing Level (CGI vertime, currrent back ffice, repurpsed ther call center staff and 25 new C3 reps)

15 Details n changes t assumptins regarding renewals calls Item Original Assumptins Current Data and Assumptins Net change Ttal renewal ppulatin 69, ,147 45% Aut renew ppulatin 41,901 77,005 84% Aut Renew Nn-Financial Assistance (NFA) 18,855 29,262 Aut Renew Financial Assistance (FA) 23,046 47,743 Nn-Aut Renew ppulatin 27,934 24,142 Renewals calls t Service Center Assumptins Ttal number f custmers calling fr assistance with renewal 50% f all aut renew ppulatin will call fr help 90% f nn-aut renew ppulatin will call fr help 90% f all FA aut renew ppulatin will call fr help 50% f all NFA aut renew ppulatin will call fr help 90% f all nn-aut renew ppulatin will call fr help 46,091 79,328 Number f calls/custmer 2 2 Ttal number f renewal calls 98, ,656 55% 107% -14% 72% 72% 15

16 16 Actuals Cntinue t Trend Abve Budget