TTEC Digital helps Signature Performance deliver mission-critical work on accelerated timeline

Background

Founded in 2004, Signature Performance delivers administrative healthcare services for federal and commercial clients. With administrative costs accounting for up to 40% of total healthcare expenses, their mission is to reduce this burden so clients can focus on care delivery. However, their contact center faced a major challenge: their legacy telephony system lacked the FedRAMP certification required for federal contracts.

Solution

To meet urgent compliance and performance needs, Signature Performance selected NICE as their new telephony platform. When the standard implementation timeline didn’t align with client demands, NICE recommended TTEC Digital. Leveraging deep contact center and FedRAMP expertise, TTEC Digital accelerated deployment and introduced key enhancements, including a self-service IVR, a customized crisis line escalation solution, and quality management tools.

‍Results

Thanks to TTEC Digital’s hands-on project management, technical expertise, and training support, the aggressive implementation timeline was met without compromising quality. The introduction of a self-service IVR and a customized crisis line solution significantly improved call routing and responsiveness, especially for callers in distress. Quality management tools enabled better oversight and performance tracking. Most notably, the transition was so smooth that feedback from the 1,000+ call center staff was minimal — an indicator of successful change management. 

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