Case Studies / Quality Monitoring

Leading Provider of Human Capital Solutions Improves Quality Acceptance Rate 34% 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% 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