Health Benefits
This type of dental plan generally requires a higher deductible but offers more flexibility to choose your dentist without referrals, often with a network of preferred providers.
What is a Preferred Provider Organization (PPO) dental plan.
This type of account allows individuals to save pre-tax money for eligible healthcare expenses and carries over unused funds year after year.
What is a Health Savings Account (HSA).
When a CSR is in "available" status in Unified Desktop system, this browser is typically recommended to open the user interface for optimal communication and collaboration features.
What is Google Chrome.
This metric, often measured in seconds or minutes, tracks the average amount of time a CSR spends talking with a customer during a call, excluding hold time.
What is Average Handle Time (AHT).
This type of health plan typically requires you to choose a primary care physician and get referrals for specialist visits, but it tends to have lower out-of-pocket costs.
What is a Health Maintenance Organization (HMO).
This type of account is often set up by employers to help employees pay for out-of-pocket healthcare expenses but typically doesn't carry over unused funds at the end of the year.
What is a Health Reimbursement Account (HRA).
When a caller has questions outside of annual enrollment, this system is used to transfer them to the appropriate department or CSR, ensuring they receive the right assistance.
What is CXOne.
If customer service is poor, this can lead to a decline in customer satisfaction, negative word-of-mouth, and a damaged reputation, ultimately affecting a company’s bottom line.
What is escalation.
This type of health insurance plan, requires enrollees to meet a higher deductible before the insurance starts to pay, often incentivizing lower monthly premiums in exchange for higher out-of-pocket costs
What is a High Deductible Health Plan (HDHP).
To qualify for a Health Savings Account, individuals must be enrolled in one of these high-deductible health plans.
What is a High Deductible Health Plan (HDHP).
This website is typically used to access a clients production environment, where they can interact with live data and systems for real-time operations.
This guide, specific to bswift, is used to monitor and ensure the quality of customer service interactions by tracking key performance metrics like call handling time, issue resolution, and customer satisfaction in real time.
What is the Heartbeat Quality Program.
This fixed amount, paid by the insured at the time of receiving services like eye exams or glasses, is a common feature of most vision insurance plans and can vary depending on the service provided.
What is a vision copay.
The IRS sets an annual limit on how much employees can contribute to their FSA. For 2025, the maximum individual limit is approximately this amount.
What is $3,300.
This AI-driven tool is designed to assist CSR's by providing real-time support, answering questions, and suggesting solutions, improving efficiency and accuracy in handling customer inquiries.
Who is Emma Agent Assist (EAA).
These customers are employees within your organization who depend on your products, services, or information to perform their job duties, while these customers are individuals or businesses outside your company who purchase your products or services
Who are Internal Customers and External Customers.
This is the maximum amount a dental insurance plan will pay for covered services within a certain period, typically annually.
What is a dental allowance.
This type of account is designed for individuals with a Health Savings Account (HSA) and can only be used for dental and vision expenses.
What is a Limited Purpose Flexible Spending Account (LPFSA).
This popular collaboration platform allows CSR's to easily ask their supervisor or teammates questions, share files, and engage in direct messaging or group chats, enhancing team communication.
What is Microsoft Teams.
This service environment focuses on providing customers with accurate and reliable interactions, typically in straightforward, transaction-based scenarios, where the primary goal is efficiency and correctness.
What is the Transactional Service .