Case Studies

Our case studies are the best way to see the ways in which Ameridial can be your outsourcing call center solution. We have pulled examples from many of our areas of specialization such as Healthcare, Retail and eCommerce, Nonprofit Support, and Dealer Services.

Please contact us if you have additional questions!

LEAD GENERATION:

Partnering with a leading North American waste and recycling Firm

Click to Read Case Study

Our Client: Our client is a Fortune 500 firm that provides completely integrated environmental and recycling solutions for business. With its nationwide coverage in both rural and urban markets, the company provides collection, transfer, recycling and disposal services to small and very large organizations. They are also a leading developer, operator and owner of waste-to-energy and landfill gas-to-energy facilities in the United States.

The Challenge: The client challenge was speed to market with a special offer, while at the same time achieving a reasonable return on investment. Pending legislation meant they needed to quickly deliver a new offer to a large group of selected customers. At the same time, the client needed to see an attractive productivity and ROI for its stake-holders. The client needed a new, stable, high quality and long-term partner that could be flexible and responsive to their changing needs.

Our Solution: Ameridial rose to the challenge and was able to work quickly with the client to implement a successful outbound lead generation program within just 30 days. Several key factors played a role in the implementation:
• The client and Ameridial took the time necessary to understand each other’s business and key metrics. Together they were able to begin developing a mutually beneficial solution for both parties.
• Both the client and Ameridial delivered on time and on budget. This generated mutual trust and confidence early in the process which was key to productivity and success. The client was able to deliver training materials, databases and offer on schedule, and Ameridial was able to deliver quality staff and support.
• In close partnership with the client, Ameridial was able to assemble and train a team of lead generation professionals including dedicated Lead and Project Managers. Ameridial also incorporated robust incentive plans that were aligned with client KPI’s. This level of focus and commitment was necessary in order to achieve the quality & performance required.

There was (and is) an ongoing open partnership of information and idea sharing. The client and Ameridial have a common and unified vision to continuously improve the processes and develop the people skills. The client and Ameridial are truly in this together. With these principles guiding us, Ameridial has been able to build a successful and scalable solution with the client for today and the future.

Results:
• Lead conversion-to-contact rate of 68%
• Above average productivity at 4.86 SPH over the first 200 hours of calling
• Low agent attrition with high agent output
• High lead quality scores back from the field salespeople

NEW CUSTOMER ACQUISITION:

Working with a leading nutritional and health products Company

Click to Read Case Study

Our Client: Ameridial’s client is a leading nutritional and health products company. Over two decades the company continues to grow its direct to the consumer franchise with both new products and new direct marketing initiatives.

The Challenge: Client’s business model requires a strategic outsourced business partner that delivers a flexible, reliable, turnkey, productive and cost effective solution for new customer acquisition and post sales customer management. The client is focused on growing their franchise with a focus on lifetime value; while concurrently optimizing their marketing spend ROI.

Our Solution: The client’s marketing spend has a strong weekend and time of day skew; a model finely tuned over the past two decades. Accordingly Ameridial developed and continues to execute a client specific solution that delivers the highest quality results. This includes consistently executing a customized hiring, training, coaching, staffing and performance management model that meets client’s new customer goals and marketing ROI targets.

Additionally, client’s business model requires post sales customer management to assist in end user satisfaction and build end user lifetime value. Ameridial developed and continues to deploy an expanding operational model that is responsive to end user behavior while giving the client a scalable, flexible, performance driven operating model with emphasis on quality and achieving KPI s for the program.

Ameridial overtime continues to enhance performance both internally and at the business model level with proactive actions based on market place experience and analysis. People, process and technology enhancements are continuously taking place via strong communication, collaboration, creative problem solving, planning and testing.

Result Summary: 
Over the past 10 years, Ameridial continues to nurture a proactive, performance driven culture by setting clear achievable goals, aligning incentives to drive quality results tied to client’s key business objectives and values.  We deployed best practices across all components of the clients’ operational model, including call flow optimization, scripting, closing tools, training, coaching and staffing. With the client, we utilized our IVR, skills based routing, reporting and QA to sustain and improve performance and customer engagement. Importantly, the strong, tenured management team on this client has led this business to record levels.

SCALABILITY AND FLEXIBILITY:

Improving the student experience for a leading online School

Click to Read Case Study

Our Client: Rated as the number one online public school in Ohio, our client provides students with tuition-free online schooling and homeschooling for grades K-12. They are fully accredited by AdvancED and the North Central Association (NCA), and are certified by the Ohio Alliance for Public Charter Schools (OAPCS). The client enrolls more than 14,000 students each year and staffs more than 500 teachers.

The Challenge: With more than 20% year over year enrollment growth, and with limited internal call center resources, the client challenge was handling an increasing number of support and help-desk calls to keep up with front-end growth. The client needed to reduce hold times and abandoned calls while at the same time achieve reasonable productivity and ROI for its stake-holders. The client required a new, stable, high-quality and long-term partner that could be flexible and responsive to their changing needs.

Our Solution: Ameridial rose to the challenge and was able to work quickly with the client to implement a successful inbound and outbound support program within just 30 days. Several key factors played a role in the implementation and execution:
• The client and Ameridial took the time necessary to understand each other’s business and key metrics. Together they were able to begin developing a mutually beneficial solution for both parties.
• Both the client and Ameridial delivered on time and on budget. This generated mutual trust and confidence early in the process which was key to productivity and long-term success. The client was able to deliver training materials, databases and other materials on schedule, and Ameridial was able to deliver quality staff and development support.
• In close partnership with the client, Ameridial was able to assemble and train a team of care specialists including dedicated Leads and Project Managers. Ameridial also incorporated incentive plans that were aligned with client KPI’s. This level of focus and commitment was necessary in order to achieve the quality & performance required to create a superior experience for students.
• There was an ongoing open partnership of information and idea sharing. The client and Ameridial have a common and unified vision to continuously improve the processes and develop the people skills. The client and Ameridial are truly in this together.
• With these principles guiding us, Ameridial has been able to build a successful and scalable solution with the client for today and the future.

Results: 
• Reduced hold times and abandonment rates by 50% over previous year
• Optimization of client internal staffing
• Reduced agent attrition with high agent output
• Higher overall quality scores

INBOUND SUPPORT:

Supporting a regional healthcare plan during a massive increase in calls

Click to Read Case Study

The Client: Our client is a leading Consumer Operated and Oriented (CO-OP) health plan which is largely member-led and directed. The client first started selling insurance in the fall of 2013 and quickly became a leader in the industry. It was also the only profitable health insurance CO-OP in the country through the plan period January 1st through September 30th, according to the credit rating agency A.M. Best.

The Challenge: The client wanted to ensure a successful 2015 Open Enrollment period. The previous year had been a financial success but the client recognized customer experience in 2014 did not meet their expectation. The 2013-14 Open Enrollment period brought multiple challenges. There were technical issues with healthcare.gov and many of the state residents where our client operates had difficulty with the purchase process. Also, enrollment was three times what was forecasted. The client’s call center was flooded with incoming calls and the team (less than a dozen agents) was swamped. It became “All Hands on Deck” as the client added individuals from every level of senior leadership, up to and including the CEO to help answer calls.

The COOP expected to enroll 15,500 new members, but in the end they had tripled that number. Ultimately, they led the ACA Marketplace enrollment in their state of operation capturing eighty-three percent of the Marketplace share. This represented fifty-seven percent of all individual health policies sold in the state.

The Solution: Based on the challenging 2014 experience, the client authorized and increased internal staff up to 32 customer service agents and 5 enrollment specialists. However, there was concern about appropriate staffing levels to provide quality membership support and service while minimizing long queue times. Being a CO-OP plan with close connections to the state and communities in which the plan operates, improvement options for the health plan were in-state expansion and/or outsourcer with in-state presence for overflow support. The client and Ameridial formed a partnership so we could collaborate with them in acting quickly and deploying a solution.

Ameridial was able to provide a geographic solution to staffing issues having an established call center in our client’s state of operation. The ability to keep membership communication and employment opportunities in-state where the plan operated was integral even in the client’s vendor selection process.

The established solution for the 2015 Open Enrollment period resulted in Ameridial handling, assisting, and supporting the call activity generated from the Marketplace Open Enrollments. Existing members of the CO-OP were supported by the internal call center.

Ameridial provided a Project Management and executive team with significant healthcare industry experience and a deep understanding of the client business objectives. We also assembled a team of customer service representatives who were formally educated on all aspects of the client health plan and business processes.

There is an ongoing and open partnership and exchange of information and idea sharing. The client and Ameridial have a common and unified vision to continuously improve the program, processes, and in developing the skill of agents.

Results:
• The client and Ameridial having formed a collaborative partnership. A customer service support model focused on the customer business requirements for membership support
• Surpassed 2015 membership goals with more than 72,000 members
• Significantly reduced queue times resulted by IVR technology branching new membership calls to Ameridial and existing member calls to the client’s internal center during Open Enrollment
• Dedicated staffing model providing flexibility and ability to adapt to varying call volumes
• Effective membership communication
• Reduced costs and increased quality
• Successful and mutual partnership resulting in on-going support from an in-state and community focused vendor

DATA VERIFICATION & SURVEYS:

Assisting a leader in rating integrity solutions and their industry partners

Click to Read Case Study

Our Client: Our client is part of a larger ISO enterprise. They grow and deliver more value to insurers by linking products to an array of ISO solutions. As an ISO enterprise our client has a sterling reputation and leadership position throughout the property/casualty insurance industry. Our client has vast experience in managing and delivering data and analytics which significantly strengthens the marketplace position of their clientele. Their clients are typically large personal automobile insurers in the United States. The company’s Rating Integrity Solutions provide equal benefits for any size of insurer.

The Challenge: The main challenge was to establish a programmatic solution to communicate with the client back-office Web Service, process data and begin outbound dialing in a timely fashion, within 10 minutes of receipt of data and hourly processing. Overall, the client program incorporates inbound and outbound call center support using blended agents for customer contact on behalf of the client and their clientele. The nature of the program is to contact insured automobile policyholders on behalf of client and major insurance carriers, to validate specific driver data, vehicle and policy-level rating elements. Outbound calls are also placed in conjunction with the process flow and are typically placed in follow-up to a letter to the insured. Inbound calls are in response to the information sent to the insured that provides a toll-free number to call in response to the mailing.

At issue was the challenge of Ameridial receiving outbound call files on an hourly basis from our client. Our client then passes the call files to Ameridial via their internally developed Web Service. The call file(s) are passed to Ameridial via this method on an hourly basis. Ameridial programmatically loads the data into our predictive dialer and begins calling immediately, but not later than 10 minutes within receipt of the file. If the file can not be worked on immediately, Ameridial is to notify our client within 20 minutes of receipt of the file. Based on the requirements of our client the outbound records are only to be dialed once per the given hour of allocation to Ameridial. As new call files are provided to Ameridial the previous file is no longer to be dialed upon. Ameridial transfers the call file data back to our client in a predefined format and via their Web Service.

Our Solution: Ameridial rose to the challenge and was able to develop a programmatic solution and interface to our client Web Service. Several key factors played a role in the success of our solution.

• The client and Ameridial took the time necessary to understand each other’s business and key metrics.
• Together we were able to develop a solution beneficial to the needs of both organizations.
• Both the client and Ameridial delivered on time and on budget.
• The solution was proven successful in pre-testing and load testing. This generated mutual trust and confidence the solution would meet the on-going client needs for file transmittal.
• In close partnership with the client, Ameridial trained a team of Customer Care professionals including Supervisors and a Project Manager.
• Ameridial reports all inbound activity on a daily basis and all outbound file information and penetration statistics are readily available from the data transmitted back to the client on an hourly basis via Web Service.
• Ameridial and our client conduct weekly Management Meetings and Quality Assurance Calibration sessions.
• Ameridial also incorporated robust incentive plans for the representatives which were aligned with client KPI’s and Quality measurements. This level of focus ensures that and commitment was necessary in order to achieve the quality & performance required.
• In this on-going partnership Ameridial has proven that our programmatic solution of transferring data between our organizations via Web Service is an effective solution.
• Ameridial and our client continuously strive for process and performance improvement. The client and Ameridial have a common and unified vision to continuously improve the program processes and develop the people skills. The client and OK-Ameridial are truly in this together.
• With these processes guiding us, Ameridial has been able to build a successful meet the outbound calling strategies and file penetrations for our client.

Results:
• Increased call handling rates and outbound file penetration rates
• High Data Integrity
• High Agent Quality Scores, consistently 90%+
• Reduced agent attrition (less than 10% annualized)
• Reduced costs and increased quality
• Partnership for on-going business