Case Studies / Quality Monitoring
Leading Provider of Human Capital Solutions Improves Quality Acceptance Rate by 34 Percentage Points with Northridge Coaching Program
Healthcare Industry
Scope
- A major benefits administration provider was focused on better preparing their new hires to handle complex questions that arise during the high-paced open enrollment season, especially given that many of them had never personally used the services they were supporting
- Northridge was engaged to deliver its Performance Coaching Program aimed at improving the consultative skills of their CSRs in support of their new customer onboarding process
- The Performance Coaching Program included Customer Experience best practices, insights for the certification process design, mystery shopping services, and real-time coaching and development of the new hires
Results
- Targeted training, coaching, and certification process resulted in improving the quality acceptance rate by 34 percentage points from 66% to 100%:
- The training focused on Customer Experience and consultative behaviors
- Mystery Shopping and Certification process ensured new CSRs were well-prepared to handle customer calls
- CSRs received targeted coaching with best practice tips at the conclusion of their Mystery Shopping certification calls for immediate application
- Results included an increase in quality scores, a decrease in escalated cases, and positive CSR morale and engagement
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