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Amerigroup -- Redefining Customer Centricity

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Jan 18 2012 | Author: Russell Keziere

Lynne Ecker, AVP, Technology Services and Leona Rickerson, Director, National Customer Care, at Amerigroup discuss how using Pega in the national contact centers for business processes like member and provider services, claims issue resolution and pre-certifications among other processes, has improved service and driven down costs. Non-clinical AHT (average handling time) reduced by 12.5% and clinical AHT by 15%. When you are handling over 6.4mm calls a year handled and 700 customer care agents, optimizing for customer centricity is critically important.

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