Health Insurance Company to Improve Workforce Recruiting, Associate Retention and Business Performance

A leading Healthcare company’s contact center was experiencing recruiting issues, attrition and workforce management inefficiencies:

Entry level wages were under the market rate and pressure to hire was resulting in lower hiring standards
Recruiting screening tools were not accurately targeting the competencies required for the contact center
Many managers were lacking experience and skills in coaching, motivation and communication
Workforce management practices were highly reactive and lacking focus on proactive analytics

Northridge conducted a comprehensive workforce assessment to establish a long-term labor strategy
Analyzed drivers of attrition, performance against benchmarks and process gaps to best practices
Provided detailed recommendations including improvements in recruiting, compensation, career pathing and advancement, training and development, and operational management practices
Identified a resourcing and queuing strategy and structure that balances call handling accuracy, quality and efficiencies to drive an improved customer experience and business outcomes

Northridge recommendations/solutions are being implemented. After implementation, the client will gain:

The ability to hire candidates that better match its success profile while reducing associate attrition and costs associated with churn
Improved customer experience, reduced customer effort, and optimized call handling as a result of more proficient associates
Reduced costs through increased efficiencies and improved forecasting accuracy and staffing projections

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