Leading Provider of Human Capital Solutions Improves Quality Acceptance Rate 34 Percentage Points with Northridge Coaching Program

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

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, decrease in escalated cases, and positive CSR morale and engagement

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