Brand New Day Customer Service — Expert Playbook

Executive overview

Brand New Day customer service is a structured, measurable discipline designed to convert early impressions into lifetime loyalty. In practical terms that means defining service-level agreements (SLAs), staffing to demand, and instrumenting every interaction so you can reduce friction within 24–90 days of launch. For a new consumer-facing program you should plan for three discrete phases: Launch (0–90 days), Stabilize (90–365 days) and Optimize (year 1+).

At each phase the focus shifts: Launch emphasizes speed and coverage, Stabilize emphasizes quality and root-cause reduction, and Optimize emphasizes automation and margin improvement. Typical targets we recommend from day one are: First Contact Resolution (FCR) ≥ 70%, Customer Satisfaction (CSAT) ≥ 85%, Net Promoter Score (NPS) ≥ 40, and average handle time (AHT) tuned to your product complexity — often 6–12 minutes for financial or healthcare inquiries, 2–6 minutes for retail.

Channels, response targets, and KPIs

Design channel coverage to match customer preference and cost-to-serve. A pragmatic omnichannel stack will include phone, email, chat, SMS, and a self-service knowledge base. Recommended SLA benchmarks: phone answer rate ≥ 80% within 30 seconds, live chat first response ≤ 60 seconds, email first response ≤ 4 business hours, and SMS first response ≤ 30 minutes during business hours. Outside business hours, use automated acknowledgements with clear next-step timing (e.g., “We will respond by 9:00 a.m. PT next business day”).

Key performance indicators you should measure weekly and report monthly include: CSAT (goal 85%+), NPS (goal 40+), FCR (goal 70%+), AHT (target 6–12 mins depending on complexity), abandonment rate (phone target <5%), and cost per contact (benchmark $2–$8 for digital channels, $8–$25 for inbound voice depending on location). Use these KPIs to set staffing, routing logic, and escalation thresholds.

Staffing, training, and quality

Staff to forecasted demand using a combination of historical volume, marketing calendar, and conversion funnel assumptions. For a new operation, overstaff by 10–20% for the first 90 days to maintain SLAs as inbound volumes spike. A practical staffing model: one full-time agent can handle ~25–40 chats/day or ~30–60 phone contacts/day depending on AHT and after-call work. For teams distributed across time zones, maintain a minimum core of senior agents (10–20% of workforce) to handle escalations and mentoring.

Onboarding should be standardized: 40–80 hours of product and systems training plus 20–40 hours of supervised live handling before independent duty. Include a 90-day competency roadmap with checkpoints at day 7, 30, and 90. Implement quality scoring with rubrics (accuracy, empathy, compliance) and aim for average quality scores of 85%+ within three months. Run weekly calibration sessions and monthly 1:1 coaching.

Processes and escalation mechanics

Document workflows for the top 20 issue types — these will account for ~80% of volume. Each workflow should include trigger, required verification steps, system actions, communication templates, and SLA. Example: for a billing dispute, require verification (2 pieces of data), create a ticket, escalate to billing team within 4 hours, and provide resolution update within 72 hours.

Define a clear three-tier escalation matrix: Level 1 handles routine inquiries and simple troubleshooting; Level 2 handles complex exceptions and system-side fixes; Level 3 is product/engineering or legal escalation. Use objective thresholds for escalation, e.g., unresolved after 48 hours or repeat contact frequency >3 in 7 days. Publish escalation contact points with phone and email placeholders for internal use and ensure Level 2+ have a target SLA of 24 hours or less for initial response.

Technology, knowledge, and automation

• Essential stack: CRM + ticketing (e.g., Salesforce Service Cloud or equivalent), telephony with IVR and recording, chat platform with co-browse, knowledge base with versioning, automation/orchestration (RPA or workflow engine), and reporting/BI. Prioritize integrations to avoid duplicate data entry and enable single-pane dashboards.
• Automation tactics: implement canned responses for common Qs, chatbots for Tier‑0 triage (deflect 20–30% of volume when trained on top 50 intents), and automated callbacks to reduce abandonment. Measure bot deflection rate and maintain human fallback path with CSAT ≥ 80%.

Measurement, reporting, and continuous improvement

Report a weekly dashboard and a monthly executive pack. Weekly should include volumes by channel, ASA (average speed of answer), CSAT trends, open ticket backlog, top 10 reasons for contact, and agent occupancy. Monthly executive reporting should add root-cause analysis for repeat issues, NPS trend, cost per contact, and a roadmap of product/process fixes. Tie 20% of operations leader compensation to improvement on 2–3 KPIs (e.g., FCR and CSAT) to align incentives.

Continuous improvement cycles: run biweekly sprints to fix top defects identified from contact drivers. Aim to reduce the top 3 contact drivers by 30–50% within six months via product changes, documentation updates, or automation. Embed customer feedback loops: every closed contact should trigger a short CSAT survey (1–3 questions) and a quarterly NPS survey sent to a statistically significant sample (minimum 300 responses per quarter for stable NPS confidence intervals in mid-market businesses).

Practical template: contact and SLA summary (example)

Use this as an operational template you can copy into onboarding materials. Hours of operation: Mon–Fri 8:00 a.m.–8:00 p.m. PT; Sat 9:00 a.m.–2:00 p.m. PT. Phone: (555) 123-4567 (business line), Email: [email protected], Web self-service: https://support.brandnewday.example. These are placeholders — replace with your official numbers and public-facing SLA statement.

Service guarantees to publish: phone answer within 30 seconds during business hours, email response within 4 business hours, chat first response under 60 seconds. For escalations, list Level 2 contact and commitment: “Escalations addressed within 24 hours” and provide a secure escalation intake form URL in your internal runbook.

Is BCBS 24 hour customer service?

Customer Care Representatives are available 24 hours a day, 7 days a week.

What is the 72 hour rule for BCBS?

The 72-hour rule applies to a procedure done on one day (initial date of service) that is followed by a second or combination procedure performed up to 72 hours after the initial date of service. These procedures would then have the correct coding or bundling rules applied.

Is brand new day molina?

Molina Healthcare has acquired Brand New Day (BND) and Central Health Medicare Plan (CHP).

Is Medicare customer service 24/7?

Call us at 1-800-MEDICARE (1-800-633-4227). Help from Medicare is available 24 hours a day, 7 days a week, except some federal holidays. TTY users can call 1-877-486-2048. Contact your local State Health Insurance Assistance Program (SHIP) – Get free personalized health insurance counseling.

Who bought out Brand New Day?

Molina Healthcare, Inc
(“Bright Health” or the “Company”) (NYSE: BHG), the technology enabled, value-driven healthcare company, today announced that it has successfully completed the sale of its California Medicare Advantage business, Brand New Day and Central Health Plan, to Molina Healthcare, Inc.

What number is 1 800 676 2583?

BlueCard provider customer services: (800) 676-2583, Monday through Friday, 6 a.m. to 9 p.m.