Single source access via phone, web, chat, email and fax
Contact-Source is the culmination of more than 20 years of experience in insurance and human resources consulting,
combined with leading-edge contact center and web technology. CBC’s processes and techniques for supporting
employee benefit plans are derived from placing and managing over 10,000 employee benefit programs.
We have invested in technology and resources that are unmatched in our industry. The result is a suite of solutions for
our clients that includes contact center, proprietary web design and advanced communications strategies that reinforce
the investment that employers make into their employee benefit plans.
Technology
CBC utilizes an advanced contact center solution to manage all customer interactions including phone, chat, e-mail and
fax. We deliver private-labeled web solutions to clients that desire a dedicated benefits and human resources website to
support their programs.
CBC provides web-based locations for employee access to the following:
- Benefits summaries
- Forms
- Certificates
- Carrier and vendor contact information
- Plan documents
- Direct access to customer support
- Applications
Sample Sites:
Contact Center – Benefit Phone
Benefit Phone is a toll-free phone number that provides employees and Human Resources staff
with a single source of access to all carriers and vendors and is supported by a team of licensed,
bilingual support staff. Highlights of the Benefit Phone functionality:
- Callers route directly to the appropriate vendor
- Live customer service support
- Private label branding
- Custom Auto Attendant greeting
- Custom Live Agent greeting
- CBC supports all aspects of your benefit program’s enrollment and ongoing customer service:
- Explanations and support for all lines of coverage
- Frequently Asked Questions
- Dedicated representative
- EOI tracking
- Enrollment assistance
- Claims submission
- Chat with CBC representatives during normal business hours
- E-mail your issues directly to the CBC VIP Service Team with 24 hour turnaround
- Reporting – CBC will provide monthly and quarterly reports to include:
- Volume, trends and abandonment by location, coverage and issue type
- Quantitative analysis of Customer Service issues and routing
- Qualitative recommendations on vendor performance based upon trend identified
within the Contact Center
- Data collection and contact center messaging can be updated at your discretion and
in support of company initiatives and programs
Value
Contact-Source reduces the employer’s cost of benefits administration and overhead by
deploying resources that direct all employee benefits communications through CBC. Contact
Center technology and outreach programs help increase participation in benefit programs and
employee satisfaction. Contact-Source helps reinforce your brand and culture and functions as
the conduit to the other Simple-Source programs:
