BCNEPA Selects Panviva in Call Center

Wilkes-Barre, Pa.-based Blue Cross of Northeastern Pennsylvania (BCNEPA) has selected Wakefield, Mass.-based Panviva's Support Point Business Process Guidance (BPG) system to reduce costs and improve effectiveness within its member services call center.

The SupportPoint BPG system will provide BCNEPA's customer service representatives (CSRs) with step-by-step guidance through each incoming call. According to a Panviva press release, the guidance should help BCNEPA's CSRs adhere to the carrier's policies and procedures while reducing call times and improving the customer experience.

"Implementing Panviva's SupportPoint system will enable our representatives to access the required information quickly. We also believe that SupportPoint will help us to improve customer loyalty by enabling us to resolve issues with that first phone call," Ed Fennell, BCNEPA's vice president of member advocacy said in the release.