The BAS Client Services team and Call Center is committed to providing a high level of customer service. The team is comprised of skilled benefits specialists who are able to handle a wide range of inquiries including Flexible Spending Account (FSA) claims, COBRA administration, open enrollment, and specific plan inquiries. Trained specialists also assist participants and administrators with navigating the MyEnroll.com system.
Technology, forecasting and measuring success are key elements in keeping the Client Services team in step with BAS business, and one step ahead of the next phone call. Multiple toll free numbers flow into the Client Services Department, with specific calls delivered automatically to different representatives based on skill sets programmed into the phone system. In addition to properly queuing calls, the advanced telephone technology provides the department with a real-time dashboard allowing the department supervisor to view individual agent details, such as:
- Agents logged in
- Agents Ready
- Total Calls
- Total Calls waiting and duration
There are also a number of different operational reports that provide BAS the opportunity to review all aspects of inbound and outbound calls, measure service levels, and analyze agent performance. For example, reports provide information for BAS to identify peak times of call activity during a single day or identify trends of call activity over time to maximize agent availability and plan for anticipated call volume.
If you have questions about the Client Services Department, please contact your account manager or info@BASusa.com.
