Customer Success
United Behavioral Health | Print |
ImageUnited Behavioral Health (UBH) — a UnitedHealth Group company — has been designing and delivering emotional health and wellness services for more than 20 years. Today, UBH is the single-source solution for small businesses, Fortune-100 companies, governments, health plans and other customers who want to reduce health care costs and increase productivity by improving individual well-being.

Only UBH offers one place to find the full selection of emotional wellness services — from EAPs and behavioral health benefits to groundbreaking integrated solutions. The company’s services give members one number to call for help with a wide variety of personal and work-related issues, while offering customers one point of contact for streamlined administration.

As part of its commitment to continually enhance services, UBH made a strategic decision in 2002 to implement the IEX TotalView Workforce Management system to boost its call center operations. UBH selected the TotalView system for its innovative call volume forecasting and staff scheduling features.

With TotalView installed, UBH call center supervisors were better able to address unexpected performance issues as they occurred, thanks to TotalView’s Real Time Adherence (RTA) module that compares each phone representative’s scheduled activities to current activities using a live data stream from the ACD.

UBH also took advantage of the TotalView Skills module to fine-tune scheduling accuracy even further — balancing breaks and other off-phone activities based on each phone representative’s skill set and call volume forecast.

With TotalView, UBH not only experienced significantly improved scheduling and forecasting accuracy. This newly enhanced call center is one more way UBH provides quality service to its members.

For more information about United Behavioral Health, please visit their website .