With more than 340,000 members nationwide, DentalPlans.com has created a fast-growing niche in dental care by marketing dental savings plans to consumers as an affordable alternative to dental insurance. The company’s 110-agent contact center is a driving force in the company’s success, accounting for $17-$18 million of the company’s annual revenue. Outbound callers generate membership sales and renewals, while customer care agents handle provider and member care.
The contact center operation now operates seamlessly on the CXone platform from three locations—Plantation, FL, Las Cruces, NM and Santiago, Dominican Republic. By bringing it onto a single platform, DentalPlans.com has streamlined operations, improved member satisfaction and realized significant cost savings.
Before teaming up with NICE inContact and CXone, however, the contact center operation didn’t always run like a well-oiled machine. Even recently, 100 percent of member and provider care functions were being outsourced, which brought with it a variety of issues that included cost, transparency and ownership of what was happening on the back end of the call.
CXone Workforce Management, in particular, has given the company visibility and transparency into its operation which, together with consolidating onto a single platform, have all contributed to improved performance. Remarkable productivity in outbound calling is also being driven by the use of CXone Personal Connection.
More growth is on the horizon. “We’re entering new relationships [with Henry Schein and WebMd.com] with the direct-to-consumer piece already perfected as we continue to grow the business,” says Gherman Duckworth, Senior Manager-Workforce Operations and Analysis for DentalPlans.com. “With NICE inContact, we see a company going in the right direction—everything a one-stop shop.”