Case Study ON THE NICE SOLUTION ABOUT CARESOURCE CareSource is a leading nonprofit managed healthcare company, based in Dayton, Ohio. Founded in 1989, the company administers one of the nation’s largest Medicaid managed care plans and offers comprehensive health and life services. CareSource serves more than 1.8 million members in Ohio, Kentucky, Indiana, West Virginia and Georgia with a workforce of 2,900 people. CareSource operates three contact centers, in: Dayton, Ohio; Indianapolis, Indiana; and Atlanta, Georgia. The centers employ 520 agents, who handle approximately 2.9 million interactions per year. THE CHALLENGE CareSource was planning to launch new call centers in Indianapolis and Atlanta, to in-source contact center work previously handled by a vendor, and to establish

Join for free to read