Call Centre Cuts Training Time by 30%

Client Challenge

A medical insurance call center servicing 15 US states and tackling over 50,000 potential medical inquiries (each with a different outcome based on the specific state’s law) was seeking an innovative solution to improve its training practices. Due to the company’s wide client base, each customer service representative was required to understand very complex business knowledge which was resulting in extended training requirements, long call times and increased errors.

The  Solution

Hi-Performance Learning (HPL), a member of  The IQ Business Group’s, answer was to design a powerful learning support tool that utilized technologies to help the organisation leverage its corporate wisdom and best practices. Utilising the CUDA Business Brain, the company was then able to capture information from its most effective team members and guide new agents through every predictable client query. This ensured they not only provided the correct advice, but also followed all required processes, system steps and compliance rules.

Benefits

The call center experienced a 30% drop in call times, a major reduction in training requirements and a virtual eradication of error. Given that the tool was not integrated with any system, the company is now looking to enhance data integration, with a future goal of a 50% call time reduction.