If you’re in the customer support industry, you know that customer support agents are truly the backbone of any successful business….
SUPPORTING YOUR VALUED MEMBERS.
Deploying the right agents at the right time is critical to successfully supporting your members. Retaining those agents while driving performance and quality is equally as crucial, and that’s why we help you with both. We fully hire, manage, and develop specialized agents so that your members get the best experience every time.
WORKFORCE MANAGEMENT EXCELLENCE
Procedural & SECURITY Compliance
WHY MEMBER SERVICES SUPPORT?
Our approach is to work rapidly, capably, and collaboratively with our clients to deliver effective services and continuously evolve how we drive success.
Meet fluctuating demand with scalable teams and realistic ramp plans that accommodate your needs.
Tap into capabilities that fit whatever structures or schedules you need, 24x7x365.
All Platforms + CHANNELS
Seamless integration across wireless, cash register, software-based, and handheld assets.
Procedural & SECURITY Compliance
Quality-oriented services which are focused on accuracy, completeness, consistency, and high client service standards.
All team members are effectively utilized, balancing quality, proficiency, and performance goals.
Dedicated or augmented training options to help drive effective proficiency and retention.
HOW WE SUPPORT YOU.
Ramp plans that hit the mark
We appreciate the art and science of designing ramp plans to achieve the best blend of fully trained and proficient talent at the best possible timing.
Flexibility and scalability
We adapt rapidly and efficiently to expanding or condensing the scope and scale of services, remaining agile throughout your enrollment and campaign seasons.
Highly specialized teams
We build solutions that address a variety of critical requirements such as required licensing, clearances, certifications, and backgrounds.
From actionable analytics that drive informed decisions, identify patterns in demand and type, and highlight areas for innovation.
HOW WE DELIVER.
UNDERSTAND YOUR NEEDS
We analyze the types of services you offer and the communities you serve while taking the time to understand your unique requirements, workflows, and the way you deliver care to your members.
BUILD CUSTOM SOLUTIONS
We then build a solution tailored just for you. Our teams are designed for your specific environment with your members in mind. We ensure our team members have what they need to be successful and compliant when working with your most cherished asset: your members.
PROVIDE EXPERT DELIVERY
We apply continuous service improvements throughout the partnership and always ensure we’re representing your organization and your member’s best interests, keeping pace with changing needs.
WHO WE SERVE
SUPPORTING ALL INDUSTRIES.
Evergreen is backed by Insight Global, a top 10 staffing firm in the U.S., allowing us to hire the best talent for any industry or specialized role.
HEALTHCARE PAYERS & PROVIDERS
BANKING & FINANCE
Media & Entertainment
BEAUTY & WELLNESS
Building a strong partnership for seasonal open enrollment support, year after year.
Our client needed a partner who could establish a ramp plan with aggressive timelines and training constraints to deliver services across multiple campaigns, including flu testing enrollment, colorectal cancer screening outreach, and post-discharge patient follow-up.
The right partner would be able to deliver multiple cohorts of experienced talent while keeping pace with additional campaign requests, shifting timelines, and training creation and delivery.
Evergreen worked closely with our client to define the optimal plan in achieving the best blend of fully trained and proficient agents while ensuring all operations are appropriately utilized at the appropriate intervals. Key outcomes included:
- Continuously expanded campaigns and team scaling, managing over 15,000 consultations per month across multiple teams
- Grew from two initial campaigns to four distinct services throughout engagement
- Consistently meeting ramp staffing targets, onboarding more than 300 agents across program term, with full training and quality assurance ownership for all initial and expanded campaigns
Bringing crisis management and highly skilled care to our most vulnerable communities.
With the new federal law requiring all states to offer a “988” assistance line, formally called the Suicide & Crisis Lifeline, a pioneering American nonprofit organization was granted funds to provide crisis support for LGBTQ youth.
This organization needed a third party to help meet the quick ramp up and management of a large team of qualified and experienced call center agents who also possessed unique characteristics for working with the LGBTQ youth demographic specifically, reflecting the community, culture and values of those seeking assistance.
Evergreen provided sourcing, onboarding, training support, managing, and scaling the team while the client expanded their government contract and evaluated volumes. Since the initial launch of this unprecedented offering, we have built a strong partnership founded on shared experience, learning, and trust through delivery.
- Team size started with 70 Crisis Workers and 7 Supervisors. Within 60 days, the team expanded to 130 Crisis Workers, 33 Supervisors, 8 Team Leads, and 2 Quality Analysts. The team continues to expand and is forecasted to be exceed 500 agents in the near future.
- Quality: Due to the trust built, the client requested for Evergreen to establish and implement a Quality Assurance role to monitor and ensure all interactions occur as expected with the customer.
What to Know About Member Services & Support.
BLOG & NEWS.
Contact centers—or, as Evergreen calls them, contact care centers—are the backbone of many companies’ customer service operations…
Fully outsourcing your recruiting to another company can benefit all involved in the process in many ways…
The challenges businesses face today aren’t going away anytime soon, but neither are managed services and the benefits MSPs can provide…