SCAN Health Plan aimed to improve call center operations.¹ The majority of the plan’s members are seniors who prefer to use the telephone, resulting in millions of inbound and outbound calls annually that span across multiple states. The amount and variability of calls is challenging for member service advocates (MSAs) who are trying to take notes and research information while talking to members and caregivers. As the volume of calls continued to increase, MSAs were trying to maintain a high-quality call experience while also experiencing burnout from their increasing workload. SCAN Health Plan wanted a solution that would help MSAs do their jobs more efficiently, mitigate workload burden, and provide a better call experience.