We sought data that would allow them to perform qualitative and quantitative assessment of calls. We have a team of 11 full-time analysts. The adoption of Insightful was designed to provide data that the analysts could use to analyze the quality of their work by following call best practices, and the quantity of their work by tracking claims processed per hour.
Finally, we aimed to lower employee turnover, thus reducing agent recruiting and training expenses and to eliminate productivity lag as new agents come up to speed. While, at the same time, ensuring quality care for our clients’ patients.
" AGENT TRAINING FOCUSED EXTENSIVELY ON CLEAR COMMUNICATION OF EXPECTATIONS..."
HOW DID YOU IMPLEMENT THE SOLUTION, INCLUDING AGENT TRAINING AND OVERCOMING ANY CHALLENGES?
A: The initial implementation involved trialing Insightful internally with senior leadership, then gradually rolling it out department-by-department.
Agent training focused extensively on clear communication of expectations, standardized operating procedures, and rigorous QA practices.
Overcoming initial resistance from IT was a notable hurdle, but this was managed by demonstrating tangible benefits through pilot deployments. The adoption accelerated after seeing improvements in visibility and operational consistency.
As part of the restructuring and the launch of Insightful, we decided to record all call center interactions as we now have the means to effectively analyze their data.
We introduced a QA process that involved reviewing a random selection of recorded calls against established standards. In the event of a complaint, the relevant call recordings were reviewed in detail using the same criteria. QA results were regularly shared with employees to support feedback and ongoing training efforts.
YOU MENTIONED RESTRUCTURING. COULD YOU OUTLINE THAT?
A: When COVID hit, and everyone went home, we realized we could run our operations as a remote model and downsize our office space.
Once COVID ended, we couldn ' t bring people back in even if we wanted to, because we ' d hired people all over the country. That really drove us to start making more investments in our work from home model. Now our entire call center is remote. And we use Insightful as the backbone for this remote model.
WHAT WERE THE RESULTS AND HOW DID THEY COMPARE WITH EXPECTATIONS?
A: The results exceeded expectations significantly all round. Here are the data points from 2023 to 2024:
• Call abandonment rates dropped 78 % to just 2.7 %, well below the industry benchmark, and almost three times better than the healthcare industry benchmark of 7 %.
• Staff turnover decreased by 27 % thanks to a 30 % increase in employee engagement by creating a culture of transparency.
• Productivity increased by at least 20 % year-over-year through smarter workflows and real-time insights.
• Faster response times and reduced service delays drove increased customer satisfaction and loyalty.
• Meanwhile, our operational budgets consistently met aggressive monthly targets.
An unexpected positive outcome from the investment and the data collected was the lack of employee misuse of network resources. Thus, showcasing high compliance and ethical standards.
Every department now shares daily updates. Even in a virtual environment, I can see performance in real time. That level of visibility just didn’ t exist before.
We look at major variances in the data. Then managers can have a much more detailed conversation with the employee to get back on what ' s the reason for this large variation.
As an organization, we need to make sure that we ' re articulating what we want in detail across the board on every single item. So, there is a vast amount of standard operating procedures that you have to write and then reinforce through training. We also need to show that not only is this what ' s expected, but we will train you to show you exactly what we need to do.
We’ ve also implemented a career development plan that promotes high-performing individuals into more advanced, higher-paying roles that require greater skill. To support this growth, we are making significant investments in employee training. While this results in some backfilling of positions, it ' s a reflection of internal advancement rather than external attrition.
I’ m very proud of our call center. We ' ve managed to build a process where we handle the callers here in the U. S. So, our clients ' work isn ' t sent to India, and this is due to our efficiency and ability to get things done.
We’ ve had offers to buy our call center. That tells you something: we’ re doing it better than companies whose entire business is running call centers. 8 CONTACT CENTER PIPELINE