Organization received an extremely high rate of invalid and inappropriate incident tickets submitted by customer service. This created unwarranted incremental volume to the team for triage and work. The customer service reps did not know the current issues reported and needed training on the system and policies to thoroughly research and resolve member issues without opening tickets.

Implemented a departmental campaign to assess reports and data from tickets. Research found that CSR input many duplicate tickets or did not follow proper protocol. Worked with the training team, call center leaders and learning and performance improvement team to create new training materials and an ESIR ticket campaign to build awareness and proper use of the ticket tool. Developed online resources for CSRs to confirm issues and obtain status updates. Promoted the new resources around the facility, met with focus groups and conducted additional call listening to identify trends.

In 30 days, experienced a 42% decrease in duplicate tickets and a 17% decline in tickets closed for not following standard operating procedures.