A large Medicare and Medicaid Provider was experiencing retention issues with perceived negative effects on quality and overall customer experience in their call center. With potential impact to quality and customer satisfaction ratings, Murtech quickly organized a task force to uncover areas for improvement. Murtech team looked at ways to enhance the customer’s overall quality improvement strategy by focusing on the “People” component in the call center, including:
- Ensuring role clarity and expectations
- Ideal talent identification
- Selection and onboarding process
Murtech’s experienced team collaborated with the customer’s call center leadership to understand and define in some cases, call center goals, critical success factors, and key performance Indicators. Once defined, the team focused on building a clear vision of the role and its expectations with an emphasis on providing a member-centric experience. Key characteristics included quality communicator, being able to project a positive image, listening skills, and a commitment to detail.
Armed with a clear vision of the role and its expectations, as well as the ideal candidate profile, Murtech leveraged its first-in-class recruiting platform to find a pool of candidates for the call center. Knowing that enhancing selection process was an area of opportunity, Murtech team deployed a customized interview process tailored to the key characteristics of the ideal profile. A rigorous testing program was introduced to provide further qualification in narrowing down the candidate pool ensuring capability. Once testing was complete, a highly qualified candidate is presented to the customer for an in-person interview. Finally, Murtech implemented a new onboarding process with detailed checklists and communication plans to ensure the process is seamless to both candidate and customers.
By implementing a seemingly simple process, the client has realized significant improvements in the call center.