Regional Accounting Firm Case Study

Executive Summary

This regional insurance company wanted to significantly improve its 10 Call Center Representatives’ skills, knowledge, and abilities to handle customers’ calls. When each Representative started, they were minimally trained by a more experienced Representative. The company wanted the employees to excel: work better together as well as improve the actual Call Center Metrics.

Challenges

  • To have employees full engaged to 100% participate in training program
  • To identify the skills each employee possessed, how well they executed them, what training was needed, and could they improve to the desired high standard
  • To have the employees be more confident in their skills as well as to pinpoint the additional capabilities that they possessed but they did not know they possessed
  • To have employees be willing to be uncomfortable to grow
  • To train the employees to be lifetime learners so they will see each other as a source of knowledge and assistance

Action Implemented

  • Interviewed management and employees to create a 1:1 personalized Assessment and Growth Plan for each employee
  • Listened in to each employee weekly giving them immediate written feedback so they were moving forward and were fully appreciated
  • Coached employees as needed to meet the next level of proficiency
  • Presented Training Sessions monthly for the entire department based on what were the next steps for them as a Team
  • Conducted personalized mini-training sessions for 1-5 employees as needed
  • Identified the skills and knowledge necessary for each employee to excel and incorporated them into their Assessment & Growth Plan

Outcomes – ROI

  • Average calls handled has increased 24% (from 604 to 749)
  • Average speed to answer has decreased 73% (from 2:31 to :41)
  • Abandoned call % has decreased 84% (from 16.72% to 2.74%)
  • The employees became more motivated and committed to be eager lifetime learners
  • The employees started to innovate and solve more of their own issues

Conclusion

We generated extraordinary results which exceeded even the Manager’s best possible expectations and were asked to work with the department’s Account Executives.