We ensure a quality member experience through:

• Dazzling Service:
  As a service company, we do more than tout “good service” – we make it happen!  At New Benefits, every employee pledges to deliver “dazzling” service to customers, both internal and external. In the spirit of this commitment, employees participate in interactive, bi-weekly “Dare to Dazzle training where they are given tips, tools and resources to flawlessly service our customers.  Participants learn key concepts, share experiences and practice newly-learned techniques to deliver exceptional customer care in everything we do.  This program has been instrumental in contributing to our overall success. 
   
• Daily Monitoring:
  Each day, inbound and outbound calls are monitored and evaluated for quality and member satisfaction.  Each rep is required to meet assigned criteria specific to information provided, service skills, and call documentation.  While the talk-time averages 2 ½ minutes, our representatives are encouraged to assist the member until all their questions have been answered. 
   
• Skill Training:
  Our experienced on-site trainer facilitates weekly meetings to educate and update representatives on benefits, clients, and overall procedures.  This training further promotes and develops “dazzling” customer service skills, call management, gracious telephone etiquette, and a team-oriented environment.  Our motivational training style encourages representatives to invest the time to do it right and take ownership of call results, thereby establishing a personal connection to the business.
   
• State-of-the-art Telephone Response System:
  Our phone system answers 99% of incoming calls within 3 seconds. Calls routed to the call center are answered by a live representative within 30 seconds 80% of the time with an abandonment rate of less than 5%.  Additionally, the system captures and monitors the number of incoming calls, average hold time, and the percentage of calls answered within our assigned service levels. Daily telephone reports are generated to monitor and analyze call trends and staffing needs.
   
• Prompt Issue Resolution:
  85% of calls routed to the call center are requests for additional information.  However, all representatives are well-versed in assisting callers with provider/card recognition and discount verification.  Member service representatives are trained to handle a multitude of complaints with a 24 business hour commitment to bring the issue to resolution.  Escalated complaints requiring further research are forwarded to Provider Services where issues are generally resolved in 3 to 5 business days upon which the caller is informed of a resolution via phone, email or U.S. Mail. 
   
• Personalized Attention:
  By taking ownership of each call, representatives are given the latitude and authority to take every appropriate step necessary to satisfy a member’s request.  Additionally, members receive a follow-up, hand-written postcard thanking them for bringing their issue to our attention.  New Benefits recognizes the importance of customer appreciation and values each opportunity to interact with members to provide a discernibly higher level of personal attention and care.

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