ESC Customer Service Indicators Strong, Achieve Industry-Leading Levels
July 6, 2015
Even with a dramatic surge of 2014 business from staffing firms urgently seeking ACA-compliant solutions to eliminate penalties, Essential StaffCARE customer support metrics for 2014 and Q1 2015 have achieved unprecedented, industry-leading levels.
Despite adding more than 500 new staffing company clients in 2014, with most coming online in the last 8 weeks of the year, all groups have been absorbed into ESC’s Staffing Specific Administrative Platform (SSAP) and service metrics have reached industry-leading levels in multiple categories.
While few health plan providers in the staffing industry can monitor any customer service metrics, ESC and their administrative unit proactively monitor more than 15 performance categories on a 24/7 basis. The performance metrics are audited and validated by Blue Cross Blue Shield of South Carolina. Among key 6-month metrics reported:
- 80,000 newly enrolled members in December 2014 and January 2015 alone
- 779,000 calls received — +34.3% vs. prior year
- 97.3% first call resolution of employee needs — compared to 97.4% prior year
- 24 seconds average speed of call answer — up from 21 seconds prior year
- 95.8% of claims processed within 14 days — improved from 95.3% prior year
Leaders in the staffing industry have taken notice:
“On behalf of the ASA board, membership and staff, thank you (ESC) again for working so vigilantly to ensure that our members have had ACA compliant insurance products to choose from to meet their current and future needs. I have heard from several board members about the exemplary service that your team has provided to their companies over the past several months.” — Richard Wahlquist, President & CEO, American Staffing Association
We couldn’t have said it better ourselves.