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CASE STUDY

Benefit Communication Insourcing

Client Profile: Benefit Communication Insourcing provides long-term benefit administration and communication support for their clients' HR teams, enrolling both new and existing client employees into a comprehensive package of benefits. The enrollment process is conducted over the phone. The company's main goal is for every employee to walk away from a benefits review, held with a Benefit Specialist, with a complete understanding of the benefits their employer offers, and that they feel great about the package they've signed up for. BCI has provided customized benefit communication and administrative services to over 400,000 individual employees in the United States.

Users: › Sam Wilkerson // Quality Assurance Manager› Call Center Supervisors› Executive Management team

Benefit Communication Firm Improves Agent Compliance & Training With Automated Call Scorecards

Business Objectives

CallFinder Impact › Increased the number of

calls reviewed for qualityand compliance to100% , up from 10-15%.

› Increased compliance.› Improved training

programs for employees.› Gained ability to share

knowledge acrossmanagement teams.

› Scale QA department tokeep pace with increasingnumber of new BenefitSpecialists.

› Review more calls forcompliance checks.

› Identify areas requiringtraining improvements.

› Improve accountabilityand communicationacross management.

Contact Center Challenges & Results: BCI's contact center identified four areas of the call review process they wanted to analyze and gain insights into:

1. Scalability of QA reviews as the company growsPrior to working with CallFinder, Quality Analysts were manually scoring calls for their clients. With an Average Handle Time (AHT) of 25-30 minutes, this was time-consuming for the Managers and Supervisors, and the analysts could only monitor a limited sample size of 10-15% of benefits review calls.

According to Wilkerson, "As we were forecasting for growth and adding new Benefit Specialists to manage enrollment, we realized the QA department would not be able to keep pace with the growing volume of call reviews. We needed an automated call scoring solution to sustain a healthy ratio and increase the percentage of calls we could monitor. We're now monitoring 100% of our enrollment calls to identify training opportunities, with the same size QA department."

“With CallFinder in place, we have increased the efficiency of our call reviews and how we explain the benefits.

The Call Center Supervisors and Managers now have a tool at their disposal to maintain high standards of quality and compliance.”

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Contact Center Challenges & Results (cont.): 2. Agent compliance during benefit review calls

BCI has greatly improved compliance overall as a direct result of using CallFinder to monitor 100% of their benefits package review calls. According to Wilkerson, "One mistake or off-script event, or if anything is conveyed incorrectly, can pose a risk for our client, the employee we’re talking to, as well as to BCI. We were attracted to speech analytics because of the ability it lends to review more calls, automatically, to ensure our Benefit Specialists are compliant throughout each step of the enrollment process."

On each call, the Benefit Specialists must run through 19 different scripts about every available benefit that employees can select. Given that portions of the enrollment calls contain sensitive information regarding medical benefits and healthcare, the Benefit Specialists must be in compliance with insurance law, carrier requirements, as well as meet the expectation of the BCI clients.

Wilkerson explains, "Now that we're scoring 100% of our enrollment calls, we have raised the quality of nearly every call conducted. The Specialists know every call is being reviewed, which has ensured that all benefits are covered according to the standards that we've put in place." Wilkerson also notes that callbacks to employees to communicate missed pieces of information during enrollment, or to clarify information, have drastically decreased, allowing the Benefit Specialists to focus on new enrollments.

3. Training needs for the Benefit Specialists

BCI uses CallFinder's scorecards to not only see how each individual call is scored, but also to identify trends on what their specialists are covering consistently well, and what they're missing. "We have drastically raised the level of our training programs using insights we have right at our fingertips through CallFinder. We are now able to get new employees trained and productive faster than we were able to in the past," says Wilkerson.

Prior to CallFinder, the only way to gain knowledge of specific agent performance and compliance issues that required additional training was for the QA's to listen to recorded calls in their entirety to identify non-compliance calls and therefore coaching needs.

"There is a lot of expertise required to do what we do, given how complex the benefits are, so it is vital that our specialists are well-trained and knowledgeable on each and every benefit. CallFinder gives us the ability to look at our call center on a bigger scale. We are using CallFinder to identify areas needing additional training on, which helps us develop training content based on the trends we’ve seen within the calls, and continue to increase our compliance rates."

Sam Wilkerson // Benefit Communication Insourcing

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4. Improved accountability and communication across management

One final goal for the company was to have a system to measure how effective managers are at using business intelligence to better manage and coach their teams of Benefit Specialists. CallFinder is providing those insights, allowing the managers and supervisors to provide proactive employee training to continue improving performance and compliance rates, which is all calculated out and delivered in automated scorecard reports.

"Our biggest achievement thus far has been getting actual performance information into the hands of our supervisors and managers so they can more effectively manage their teams. With insights collected and reported on in the scorecards, they have a better grasp of how their team is actually performing, and they have the metrics necessary to focus training on specific areas, agent by agent" explains Wilkerson. "Now that they have access to individual agent scores, it’s great to see how they are using that information to coach and develop their teams."

Experience Working with CallFinder

Contact Center Challenges & Result a "great, collaborative relationship working with CallFinder."

"One of the biggest benefits of working with CallFinder is their team. Given how complex our process is and what we do, we have a history of vendors not being able to meet the demands of what we’re looking to do."

He goes on to say that, "CallFinder went above and beyond to create custom reports and set up an automated feed to load scorecard data directly into our CRM system. They spent hours listening to our needs in order to develop solutions specifically for us, making modifications to their system to meet our reporting needs, which says a lot about their commitment to serving their clients."

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“It's been eye-opening to look at the different reports and scorecards. We can pull up a scorecard and not only see how each call scores out, but we can now identify trends on what the Benefit Specialists are covering consistently, and what they're missing - where they need training, all at our fingertips.”

Sam Wilkerson // Benefit Communication Insourcing

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