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Customer Service Focus
D. H. Evans Associates’ Customer Service Department is staffed with highly trained Customer Service Specialists who provide customized solutions and support to our clients. We focus on enhancing the customer experience by providing consistent and excellent service delivery for all clients using a variety of proprietary and 3rd party operations technologies. We provide clients with a powerful tool for building and maintaining customer relationships that include built-to-order programs and services that provide the personalized service required to satisfy the highest customer standards.
DHE’s Customer Service Department implements cutting edge telecommunications technologies, handling large call volumes for our clients, while maintaining a relationship that is intimate enough for us to know our clients on a first name basis. We have had numerous successful partnerships with our clients, helping them achieve new levels of positive growth and profit.
Our Customer Service Specialists can perform a variety of services including:
- Message Taking
- Order Fulfillment
- Medical Claims Customer Service
- Medical Benefits Administration Customer Service
The success you have with every customer contact is essential to the growth and positive development of your business. A successful customer care strategy is the lifeblood of any successful service-oriented organization. DHE is committed to providing the highest quality communication services in order to better serve its clients.
DHE’s Customer Service Specialists are thoroughly trained to assist all callers regarding all questions and services. Through the use of FOCUS, our Customer Service Specialists can efficiently access all member information.
All local and toll free calls are answered by an interactive voice response that uses caller input to appropriately route the call to a live operator, an automated response, or the Customer Service Department. A caller can always reach a live person to help them.
All inbound and outbound calls are recorded and stored on an indefinite basis. Member calls can be accessed either by member name or basic call information. Every call made to or by an insured is logged into the members file. Call reports are reviewed daily and trends are observed.