Executive summary
A method for finding out what an answer service really avoided, and what it should answer next.
What is inside
What the benefits review covers
The asset walks a review lead through the claims log, recomputation, adjustments, the split, net value, the bridge, and the review meeting. It includes a benefits register, a variance analysis template, and a review agenda, with a worked synthetic case.
- Collecting claims from the vendor and service team
- Recomputing deflection against baseline rates
- Removing sessions, repeat contacts, and survey bias
- Separating cash from capacity