Senture, LLC

Member Level: Vendor

Vendor Overview

Description of Services: Senture specializes in providing large-scale, multi-channel contact center and service desk services—including expertise with surge/quick-ramp operations (white paper available upon request), as well as a work-at-home agent model. We have 18 years of experience developing and managing customer service programs for clients such as the Defense Health Agency TRICARE program, the Centers for Medicare & Medicaid Services, Coventry Healthcare, Department of Veterans Affairs, and MAPD/PDP Beneficiary Care for large payor organizations, 12 states providing COVID testing, vaccine registration, unemployment insurance and rental assistance and several other non-healthcare-related programs. Our existing available capacity and infrastructure provide more than 3,400 seats capable of supporting over 6,800 CSRs. Senture has provided both licensed and non-licensed CSRs in support of our healthcare-related programs.

As part of Senture’s overall focus on continuous improvement, we leverage customer data, feedback, and contact center analytics to identify opportunities to significantly improve Knowledge Management processes and technologies and work to develop content optimal for both live agent and self-service engagement. We apply these comprehensive knowledge management practices to prepare content for both live and self-help channels, populate that content ensuring that CSRs are equipped to resolve inquiries during the first contact and are also trained to promote self-help or assist when customers transition from self-help to assisted support.

For more information, please contact Michael Bryant, Director of Business Development, by phone at 606.330.2502 or by email at michael.bryant@senture.com.

Primary Service: Administrative Systems
Secondary Service: Automation, Workflow and IT Services

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460 Industrial Boulevard
London, KY 40741
(606) 877-6670
http://www.senture.com

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