Case Studies

The BTS executive and management team have extensive experience with federal government agencies as well as Fortune 500 organizations. They bring an intimate knowledge of the health care industry – from private sector organizations to government health agencies. Our team members are true practitioners in this space, having all worked on key projects and initiatives for some of the biggest healthcare companies in the industry with a focus on improving the quality of the services delivered to our clients’ customers and beneficiaries.

The BTS management team has supported healthcare insurance plans including Blue Cross Blue Shield companies, government health agencies such as Centers for Medicare & Medicaid Services (CMS), and government health insurance processors such as National Government Services (a division of Well Point).

In the Pipeline: Census 2020 Decennial
Program Requirement and Solution: BTS is playing a critical role in the 2020 Decennial Census, which is the largest, non-military logistical initiative undertaken by the United States government. Our team is in the midst of configuring local and regional service desks support U.S. citizens throughout the country and its territories. Requiring over 3,000 agents fielding complex inquiries related to both functional utilization of those applications, systems, informational websites, and forms to be used in the execution of the 2020 Decennial. By “Census Day”, BTS will have several, fully-functional service centers operating 24×7 with additional capacity available for surge requirements.

Census 2020

Federal Emergency Management Administration (FEMA)
Delivering Service Desk support to FEMA – Turnkey Contact Center for Temporary Contact Services Surge Support Level 3 Catastrophic Events
Program Requirement and Solution: Black Turtle was tasked to provide omnichannel services of over 300 cleared agents responding to transactions, inquiries, and Tier 1 incidents from those needing direct support from Hurricanes Harvey, Maria, Irma, and the California State Wild Fires. Our fully managed operation includes infrastructure leveraging the FedRamp’d approved NICE InContact IVR / ACD telephony platform that is Section 508 compliant along with a robust CRM system. Black Turtle is proud to have been the first team ready to field calls from those affected by these natural disasters.
Centers for Medicare and Medicaid Services
Standing up a new federal program is a daunting task. Black Turtle Services, as a subcontractor to General Dynamics Information Technology (GDIT), stood up a large contact center from scratch to support a major new federal program. The site ramped up to a peak of over 900 customer service representatives and over 1000 employees total on a compressed timeframe. Black Turtle Services successfully hired and trained this large team as well as developing quality metrics and standard operating procedures to align to GDIT standards and those of the client agency. The team demonstrated a great deal of flexibility to meet rapidly changing hiring and training schedules as well as reacting to a rapidly changing program and adapting training materials and programs to ensure that callers received the most relevant and up-to-date information.

Centers for Medicare and Medicaid Services

Blue Cross Blue Shield of Kansas
The advent of the Affordable Care Act has created the need for private insurance providers to transform the way that they interact with their customers at all phases of the customer life cycle. The need to interact with individuals directly rather than predominantly through corporate benefits staff has meant a fundamental transformation in the approach to customer interactions. Black Turtle Services worked with Blue Cross Blue Shield of Kansas to create and implement a transformational roadmap fully integrated multi-channel sales and service platform to service the expanding individual consumer market. The roadmap considered and prioritized transformational opportunities including customer interaction processes and technology including changes to training, quality, knowledge management, multi-platform integration, and IT infrastructure.
Blue Cross Blue Shield of Kansas
US Department of Agriculture
Providing exceptional customer experiences isn’t always about external customers. The US Department of Agriculture’s Food Safety Inspection Service (FSIS) engaged Black Turtle Services to define the processes and technology required to improve the experience that Food Safety Inspectors have entering their time at the food processing plants they serve. The complex solution had to address a heterogeneous environment that saw dramatic differences in physical plant conditions, number of locations served, availability of internet connectivity, and technology available from one inspector to the next. The proposed solution had to stand up to rigorous standards to ensure time entry validity while being easy-to-use and intuitive for the inspectors.
US Department of Agriculture
In order to support bilingual volume coming in to the US Citizenship and Immigration Services (USCIS) National Customer Service Center (NCSC), Black Turtle Services launched a fully bilingual site in the Rio Grande Valley in Texas. Our operations team supporting the NCSC providing nationwide assistance to customers calling from within the United States about immigration services and benefits. The agents employed for this program must pass a bilingual (Spanish/English) testing and receive a public trust clearance from USCIS. Since joining the program, the Black Turtle team has demonstrated an ability to hit and exceed key program KPIs despite a tight transition timeline.
Consumer Financial Protection Bureau
Black Turtle Services, as a subcontractor to General Dynamics Information Technology (GDIT), is supporting the Consumer Financial Protection Bureau in its mission to make markets for consumer financial products and services work for Americans. Black Turtle Services employs a team of cleared agents who answer questions and take complaints from consumers related to financial products and services. This program represents the second significant federal start-up activity that Black Turtle Services has supported after the launch of
Supporting a fast-growing start-up in the commercial sector across a variety of contact center scalability issuesr while simultaneously delivering large scale federal contact center outsourcing shows the versatility of the Black Turtle Services team. The BTS team worked hand-in-hand with the existing Iggbo customer service team to create a mirror operations team to enable rapid scaling of operations. At the same time, the BTS team helped Iggbo mature their contact center technology, improve their processes, and supplement their knowledge base.
Local media companies – newspapers, radio, network TV affiliates, etc. – have seen their business models transformed in recent years and many have struggled to adapt. When McGraw-Hill’s Broadcast division, comprised of four ABC affiliates, wanted to create a package of digital SMB offerings to expand the inventory they had to sell to what, for them, was a non-traditional customer, they brought in Black Turtle Services to build and implement a plan to serve this market.The BTS team worked with the MHB team to develop a multi-channel approach to selling and servicing numerous small business accounts to ensure that lower revenue customers were adding not only revenue to the top line but profit to the bottom line. The team built online sales and support sites for each local market with scalability to eventually allow for direct purchasing of SMB services.

McGraw-Hill Broadcast