Client Stories

New hire training catapults NPS at healthcare company

Scores surge 164% with an approach that proves to associates they hold power to make positive impact

Customer support helps slash wait times by 97% during open enrollment

Mall Tech Global empowered a health benefits company to handle more calls, better and faster

New hire training redesign transforms member experience and saves millions in costs

Mall Tech Global helped a major regional payer save $1.3M in costs and achieve double-digit CSAT improvements with a redesigned contact center employee training and resources

Innovative call flow enhancements zap a major pain point

When a large regional payer struggled to increase health plan enrollments, Mall Tech Global replaced a traditional sales practice with a new call flow enhancement that delivered a better member experience and increased conversion rate

Strategic knowledgebase optimization leads to better CX and EX

A major healthcare company purged its siloed and outdated knowledgebase, reducing unused articles by more than 90% and helping associates deliver better experiences faster

Healthcare firm eliminates inefficiency for superior CX and savings

Mall Tech Global helped a nationwide home infusion provider turn an underperforming business unit around by overhauling key areas in reporting, data analytics, organizational design, and more