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Member Services

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About

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.

RAPID RAMPING
OF TEAMS

WORKFORCE MANAGEMENT EXCELLENCE

Procedural & SECURITY Compliance

COMPREHENSIVE
TRAINING

SERVICE BENEFITS

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.

SCALE ON-DEMAND

Meet fluctuating demand with scalable teams and realistic ramp plans that accommodate your needs.

CUSTOM COVERAGE

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.

Workforce Management

All team members are effectively utilized, balancing quality, proficiency, and performance goals.

Training Options

Dedicated or augmented training options to help drive effective proficiency and retention.

WHY EVERGREEN

HOW WE SUPPORT YOU.

Sales woman, call center agent and customer service support employee for advice, help and expert communication working on office computer. Young internet consultant, crm telemarketing and contact us.

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.

CONSTANT IMPROVEMENT

From actionable analytics that drive informed decisions, identify patterns in demand and type, and highlight areas for innovation.

HOW WE DELIVER.

1

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.

2

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.

3

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

EDUCATION

PUBLIC SERVICES

HOSPITALITY

BEAUTY & WELLNESS

FITNESS

OUR EXPERIENCE

CLIENT SUCCESS.

member services program example 2

Building a strong partnership for seasonal open enrollment support, year after year.

Client Challenge

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.

Our Solution

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
member services program example 1

Bringing crisis management and highly skilled care to our most vulnerable communities.

Client Challenge

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.

Our Solution

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.

FAQs

What to Know About Member Services & Support.

Evergreen can accommodate recruiting and onboarding strategies to ensure compliance with a variety of licensing and certifications, from certified Medical Assistants, to Health and Life Licensed Insurance Agents across most states, to Public Trust security clearance requirements and more.
Evergreen’s Center of Excellence includes a dedicated training and learning management discipline that works with each of our clients to develop custom training modules which can focus on elements such as active listening, call control, chat and text etiquette, persuasion and conflict management, mirroring, and diversity and inclusion.
Yes, our programs are custom designed with every requirement in mind. All of our member services programs are exclusively represented by dedicated, onshore talent, and many include on-premise and fully hosted teams which utilize Evergreen infrastructure to access client systems and platforms.

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