For this sales and account management provider – with 14 service and production centers and more than 7,000 employees including 2,750 production claim processors and 3,250 customer service representatives – how to continuously address performance gaps, business changes and technology enhancements without negatively impacting service levels was an ongoing challenge. The company engaged Intradiem to help improve its customer loyalty by improving overall agent call quality.
To address call quality issues and focus the company around customer loyalty, approximately 100 15-20 minute learning breaks were developed by the company’s own training staff. Training was designed using a proven call model and was delivered to agent desktops during downtimes in call volume. Specific training was assigned to agents based on individual performance with inputs from the company’s quality monitoring systems, performance systems and supervisors. Additional support information was delivered through the software’s Questions of the Day and Tips of the Day and agents were provided with a scorecard to help them track their progress in the areas of quality, productivity and average handle time.
After just one year of using Intradiem, the company was servicing 1 million new members with 10.7% fewer full-time employees. Average Speed of Answer (ASA) improved by more than 27% overall and there was a 1.5% improvement in quality results. Claim rework improved by 61.3%. The percentage of claims processed within 10 business days improved by 5.1% and the percentage of claims processed in a time frame extending beyond 20 business days was reduced by 88.2%. The overall accuracy rate improved by 1% - from 96.2% to 97.1%.
Afni delivered 440 additional coaching sessions each month, giving coaches more time on quality development plans that drive performance and improve key metrics.
The General was able to find more time to create and deliver training to agents to improve their overall efficiency and performance.