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Insights / bswift Service Center Video Transcript

bswift Service Center Video Transcript

Riverside’s mission is to care for others as we care for those we love.

Being a healthcare organization, we have to live our mission.

We have over 10,000 employees.

Our prior vender was not able to meet our needs.

It actually cost us money because that vendor did not have the customer service and the client experience savviness as bswift.

We keep the customer experience absolutely at the center of everything that we do.

We call ourselves a service center.

We’re not a contact center. We’re not a call center.

We don’t want to put a time limit or time cap on your conversation.

We’re more so worried about the experience.

The reason that we chose bswift was the customer service experience that our employees would receive.

Who we recruit and how we recruit, how we train, how we performance manage, it’s critically important for us.

It’s our passion and it’s what drives us each and and every day.

We hire the people who have an innate need to please, they’re highly compassionate, they’re problem solvers.

They listen to the voice of the customer.

Every call to me is personal because I think of it as what if it were my sister or my grandmother calling because they had a problem with their coverage.

We take proud in the fact that we can actually help in a system like healthcare where it’s so extensive and confusing and hard to understand.

Sometimes it’s not the question that they ask, but maybe it’s the question they don’t know to ask.

I want to be able to make sure I get right answers, and I want to make sure I provide those answers the way I would expect to get them.

Once we got through the first full open enrollment, it was so much smoother.

We had received tons of comments from our employees and several of our VPs to say this was so simple.

It’s just a completely different experience than what our employees had before.

Did you make them feel good about the interaction?

If the answer’s yes, you did your job.

I want to bring that comfort and that assurance that by the end of this call I’ve done everything you’ve needed.

I want them to feel like they’re not calling a service center.

I want them to feel like they’re calling their friend Samantha.