Case Studies

Since July 2004, Actec has provided all after-hours, overflow, holiday and unanticipated closure coverage for a large national insurance company. We currently have nearly 40 phone lines coming in for this client, for each of their claims offices, their primary care center and several large accounts with custom requirements. Calls range from 50 to 500 daily (primarily after-hours). When unexpected volume is directed to Actec, an additional several hundred calls can be offered during a 2-3 hour timeframe with short notice (if any). Our Intake Specialists enter claims real-time via Internet directly into the client's claim system and take inquiry messages in our own application, which are automatically emailed to the appropriate recipients for prompt handling.

Actec handled a large-scale catastrophic event for a large multinational oil company. Total call volume was above 147,000 (in the first few days calls came on a general claims line until a dedicated 800 number was published) – over 60% received the first month, a daily average of more than 3000, peaking at over 8000. We captured more than 90,000 claim reports, 66% reported telephonically, the remaining 34% captured via a custom Internet report we developed and rolled out about eight hours after notification to proceed. We also participated in daily conference calls and supplied the client with detailed management reports four to five times daily, seven days a week, over a period of four months.

When a Human Resources administration service company developed an in-house absence management system last summer, they wanted their current after-hours call center vendor to enter claims directly into the new application. The vendor refused to continue remote entry, offering instead to develop a custom intake solution – at the client’s expense – of their own. The client came to Actec with two requirements: 1) that Actec use this application and 2) that we start in nine days! With an intensive week of training, manual preparation and connectivity and user setup, we opened our phone lines on target. Each of the accounts, primarily large, Fortune 500 companies, require special handling, from caller authorization to terminology, that is not provided on the intake system, so training and manual documentation was extremely critical. The client provided on-site training during the week before the Saturday deadline. Actec prepared workstation manuals and developed backup intake forms to use during nightly system maintenance downtime, for subsequent reentry. The client plans to extend coverage to daytime overflow in the near future. Factors contributing to our success were: experience with a broad client base in the absence management, FMLA and disability arena, and organizational agility and flexibility.  Download the PDF