The customer service team did not identify the root cause of member issues to educate and assist callers. This led to an increase in escalation and complaint. Evaluated the customer service curriculum and training program to find that CSRs did not acquire instruction on root cause analysis. New training was needed to ensure agents understood the proper questions to ask, information to seek and use the process of elimination to identify the true cause of member issues.

Conceptualized a three-day interactive classroom training program that focused on identification of member issues, asking the right questions, navigating to the correct screens and using the process of elimination to find the underlying root cause of the problem. Created simulations, role-plays, fun learning exercises, utilized prizes, and incentives to create an enjoyable learning environment. The client attended training sessions to encourage and motivate the CSRs. Worked with call center leadership and resource management to schedule training. Traveled to Georgia from Texas each week to facilitate training and answer questions as a SME.

As a result, employee morale skyrocketed and turnover rates slowed dramatically. Two months after the training, overall quality score increased 12% and the company saw a 14% drop in complaints and a 6% decline in Med D grievance filings.