A health plan services provider supporting a large member of the population faced challenges with elevated Average Handle Time (AHT), accent-related misunderstandings, and inconsistent service quality. Repeated explanations extended member conversations, increasing operational pressure and making it harder to deliver efficient, consistent support. The organization needed to improve communication clarity and call efficiency while preserving empathy essential to healthcare member interactions.
As part of a broader service transformation initiative, Fusion CX deployed Omind’s Accent Harmonizer, powered by Sanas, to improve speech intelligibility during live member conversations. Supported by existing quality assurance and coaching processes, the deployment was followed by reductions in AHT and soft-skill-related quality issues, with 67% of agents reportedly achieving efficiency improvements. These findings highlighted the potential of real-time accent harmonization to support clearer conversations and more consistent member services.
Inside This Case Study, Discover:
- How communication barriers, elevated handle times, and inconsistent service quality affect health plan member interactions?
- How Fusion CX deployed Omind’s Accent Harmonizer to improve speech clarity and reduce communication friction during live calls?
- How do existing quality assurance and coaching processes support more consistent agent communication and performance?
- What are the reported reductions in AHT and soft-skill-related quality issues, alongside efficiency improvements among 67% of agents, revealed operational performance?
- What healthcare contact center leaders can learn about balancing operational efficiency, communication clarity, and empathetic member service?
Access the Full Case Study
Explore the deployment approach, reported performance outcomes, and operational insights behind Omind’s Accent Harmonizer implementation for a health plan services provider.