HCS - US - Solution - Personalized Contact

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Delivering Peace of Mind Through a Personalized Contact Center

Omni-channel, onshore support backed by advanced technology and expert service.

Aptia’s Personalized Contact Center provides comprehensive benefits enrollment and support services through phone, chat, virtual assistant, SMS, and email. With non-commissioned, onshore staffing and HIPAA-certified benefits counselors, we deliver personalized assistance that is secure, responsive, and aligned with your needs.

Get in touch

What sets us apart

Omni-Channel Support

Support via call, chat, virtual assistant, SMS, or email—with extended call hours and 24/7 virtual and bilingual support.

Onshore Team with Intensive Training

Non-commissioned staffing, customized IVR and greetings, and training on product, carrier, and client culture.

Best-In-Class Performance

We deliver exceptional service year over year, with calls recorded and tracked through case management and performance measured by service levels, consistently achieving industry-leading satisfaction, speed, and reliability.

PROVEN OUTCOMES

PARTICIPANT SATISFACTION

CONTACT CENTER NET PROMOTER SCORE

AVERAGE SPEED TO ANSWER CALL

FAQ

What services does the Personalized Contact Center provide?

Comprehensive benefits enrollment and support services, including support via call, chat, virtual assistant, SMS, or email.

What kind of staffing does the contact center have?

Non-commissioned, onshore staffing with HIPAA-certified benefits counselors.

How is performance measured?

Performance is measured by service levels, with tracked and recorded calls, case management, and strong metrics for responsiveness and satisfaction.<br />

Solutions for your needs

Combining cutting-edge technology with a team of industry experts, every aspect of benefits administration is handled with precision and care.

Careers at Aptia

We back up our ambition with significant investment in our people.

Insights Hub

Combining cutting-edge technology with a team of industry experts, every aspect of pensions administration is handled with precision and care.