XM Knowledge Base
Digital Customer Service
Major health insurance provider Telesales achieves enormous time savings with intelligent scoring
Challenge:
This health insurance provider’s Telesales quality assurance (QA) team is key to maintaining consistent, excellent service. To them, greater efficiency means reaching their enrollment goals during the open enrollment period and making money. What they needed was a consistent, faster method to quality control 100% of their telesales calls.
Solution:
XM Discover’s omnichannel analytics for calls and post-call surveys gave Telesales a clear, all-encompassing view of the exact agent behaviors that contributed to their organizational goals. Now, Telesales can track which agents enroll the most members and how their behaviors – such as confirming coverage for doctors, medications, and services for new enrollees – contributed to new membership.
Download NowXM Discover has enabled us to keep our agents honest and back up the coaching we’re providing with metrics.