Customer Services 2022 Dashboard CALLS
CALLS
516,228
2021
510,108
2022
EMAILS
84,476
TOTAL INQUIRIES
600,704
567,156
3.34 MILLION 3.58 MILLION 3.40 MILLION
AVERAGE CALL LENGTH
8:21 9:12
(all queues)
2021 2022
AVERAGE SPEED OF ANSWER
10:36 Target 10 minutes
2
Benefits
3
Member Services
4
E-claims
TRANSACTIONS
2021
2022
Claims adjustments COB updates Correspondence
5,496 7,419 1,969
3,205 12,710 3,754
14,884 19,669
LIVE INTERPRETER SERVICES New for 2023
TOP REASONS FOR CALLING
1
57,048
TOTAL INQUIRIES
2020 MEMBER 2021 SITE VISITS 2022
Claims
EMAILS
5
Eligibility
223 26 Inquiries
Languages
TOP 5 LANGUAGES
1 Punjabi 2 Spanish 3 Mandarin 4 Cantonese 5 Vietnamese
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Customer Services 2022 Dashboard
TOP 20 GROUPS CALLING 25000
19.67%
Alberta Health Services (HBTA) 66
11.83%
Coverage for Seniors Program
3008
8.00%
Blue Assured 5
4007
4.00% 4.00%
Blue Choice
1
Non-Group Coverage Program
2009
The top 20 groups account for more than three quarters of all calls
3.83%
Seniors Plus 4009
3.08%
35
2.92%
IP Retiree Plan City of Edmonton 22181
1.92%
Covenant Health
14200
1.42%
9515
1.17%
3007
1.00% 1.00%
Calgary Roman Catholic School Board
ATB Financial Blue Choice 2007
Personal Choice 18953
1.00%
19668
1.00% 1.00%
University of Calgary PCL
2579
Syncrude 202
1.00%
18725
0.75%
21686
0.50%
WCB
Edmonton Roman Catholic School Board City of Calgary Firefighters
First Call Resolution Resolution on first call (attributable calls)
76%
76.1%
7.00%
Government of Alberta employee plan
Target 78%
87%
Target 85%
PERCENTAGE OF TOTAL INQUIRIES
Government
39.35% 20.91% 15.83%
TOP 10
BENEFIT INQUIRIES 1 Orthodontic 2 Vision 3 CPAP machines 4 Massage therapy 5 Health Spending
6 Physiotherapy 7 Psychology 8 Chiropractic 9 Prescription drugs 10 Dental
Accounts
World Class Calls Call centre experience
Group
Individual Products
2022 KPIs CSR-CSat
Customer satisfaction with representative
Call resolution
90%
Target 90%
Overall call resolution
Email handling
93%
Achieved
Target 95%
Target 2 days
Call metrics as measured by SQM, sample size of 3,390 surveys
®*The Blue Cross symbol and name are registered marks of the Canadian Association of Blue Cross Plans, an association of independent Blue Cross plans. Licensed to ABC Benefits Corporation for use in operating the Alberta Blue Cross Plan. ®† Blue Shield is a registered trade-mark of the Blue Cross Blue Shield Association. ABC 84027 2023/02
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