We Believe in the Power of Connections

Who We Are

Great customer experiences bridge people, processes, and technology. With our singular focus on Business Process Outsourcing (BPO), we disrupt the status quo and reimagine the customer experience by delivering tailored, technology-forward solutions with a mission focus and a people-first culture at the center of everything we do.

Our Expertise

Your customers expect experiences that address their needs quickly and correctly. You expect flexible, mission-focused solutions that empower smarter workflows and more successful interactions.

CognoConnected delivers results in four essential areas, to connect you with stakeholders more effectively than ever:

Access to Information

Empowering Healthcare Choice

Staffing a contact center to handle bilingual inquiries from individuals seeking immigration benefits or information on citizenship requires sensitivity to each caller’s needs and situation. CognoConnected’s deep experience in contact center management enabled us to hire and train qualified staff to support this essential mission and provide ongoing surge support staffing.

Results
• Handle over 1.2 million calls annually, 90 percent of which require Spanish-speaking Customer Service Representatives (CSRs)
• CSRs average 94 percent call accuracy
• CSRs average 98 percent soft skills scores

Access to Information

Staffing a contact center to handle bilingual inquiries from individuals seeking immigration benefits or information on citizenship requires sensitivity to each caller’s needs and situation. CognoConnected’s deep experience in contact center management enabled us to hire and train qualified staff to support this essential mission and provide ongoing surge support staffing.

Results
• Handle over 1.2 million calls annually, 90 percent of which require Spanish-speaking Customer Service Representatives (CSRs)
• CSRs average 94 percent call accuracy
• CSRs average 98 percent soft skills scores

Customer Experience and Optimization

For any organization that engages the public, it?s crucial to get ahead of any negative situations. Spotting user trends and identifying bottlenecks can relieve pressure on the system and ensure better outcomes. CognoConnected can employ the data you already capture to support predictive and prescriptive analytics, providing informed recommendations to resolve disputes and improve the customer experience.

Results
• Handle over 1.2 million calls annually, 90 percent of which require Spanish-speaking Customer Service Representatives (CSRs)
• CSRs average 94 percent call accuracy
• CSRs average 98 percent soft skills scores

Data Science and Technology Fusion

Staffing a contact center to handle bilingual inquiries from individuals seeking immigration benefits or information on citizenship requires sensitivity to each caller’s needs and situation. CognoConnected’s deep experience in contact center management enabled us to hire and train qualified staff to support this essential mission and provide ongoing surge support staffing.

Results
• Handle over 1.2 million calls annually, 90 percent of which require Spanish-speaking Customer Service Representatives (CSRs)
• CSRs average 94 percent call accuracy
• CSRs average 98 percent soft skills scores

The CognoConnected team has supported over 75 federal and state agency programs including:

600+ Million

Healthcare claim disputes processed

35+ Million

Consumers supported with health plan enrollment since 2015

1.2+ Million

Bilingual inquiries answered annually via our contact centers

Join Our Team

If you get satisfaction from helping others and you’re looking for a home to grow your career and skills, we’d like to meet you. From customer service representatives to case managers and quality analysts, we offer limitless opportunities to build a rewarding career with us. See all of our open positions and apply today!

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