The Challenge:

The largest Managed Medicare plan provider experienced significant support performance issues during volume spikes, despite a lengthy training program. The challenges included:

• Dropped calls, resulting in member frustration and incomplete issue resolution
• Low performance quality scores, impacting overall customer experience
• Excessive average handle time (AHT), affecting operational efficiency
• Low customer satisfaction, reflected in negative feedback and potential member attrition
• Repeat calls, indicating a lack of first contact resolution
• High rates of customer escalations, leading to excessive complaints and increasing the workload for senior staff

The Solution:

ResultsCX proposed innovative cyclical training that embraced multi-generational learning and storytelling techniques. Key elements were:

• Alignment with top call drivers and cyclical events, ensuring agents were prepared to handle member concerns effectively
• Customized training to accommodate different learning styles and preferences, optimizing engagement and knowledge retention
• Incorporation of member personas, encouraging agents to empathize and connect with members on a deeper level, improving the quality of interactions
• Integration of health literacy and emotional intelligence training, equipping agents to communicate complex medical information effectively and handle member emotions sensitively
• Timely delivery of cyclical training, ensuring agents were well-prepared with the latest knowledge and procedures
• Development of robust facilitator guides, enabling trainers across different vendor teams to maintain uniformity in content delivery and instructional techniques