Change Management and Learning Design For Technology Implementation

Change Management and Learning Design For Technology Implementation

Change Management and Learning Design For Technology Implementation

Case Study

A state agency providing motor vehicle registration services to constituents was given a mandate to replace their 30-year old operating system with modern technology. In addition, new federal mandates and new processes needed to be incorporated simultaneously in the implementation of the new system over a 3-year time frame. 

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Contact Center Operational Consulting and Instructional Design

Contact Center Operational Consulting and Instructional Design

Contact Center Operational Consulting and Instructional Design

Case Study

The country’s longest running state-based marketplace established to provide high-value, affordable health coverage to individuals and small businesses.

CHALLENGES

The agency was in the midst of replacing their contact center vendor and implementing a premium billing vendor and was seeking operational and training expertise to assist with the implementation.

ZELUS APPROACH

The agency engaged Zelus to assess the current state call center operations versus the future state call center operations to identify process gaps and recommend call center organization. Zelus was further engaged to assess and build a wide variety of training to service the complex health, dental enrollment, and billing systems as well as lead the effort to create the future state standard operating procedures across all departments.

RESULTS

  • Provided a current state assessment of the call center workflows and team organization and made recommendations to reduce handoffs in the future state.
  • Developed a 5-day comprehensive curriculum and content for the Back-Office Document Verification Call Center Team.
    • The curriculum was new and source material was limited. Highlights of the curriculum included simulated eLearning of the Document Verification system applications which allowed learners hands-on practice for the first time.
    • Agents also learned how to evaluate multiple types of documents as proof of eligibility. Hands-on activities were a much-needed value-add readying the agents to service customers.
    • The agency’s Training Manager commented that content went from non-existent to state-of-the-art.
  • Zelus was engaged to project manage the completion of 175 Standard Operating Procedures across 100+owners including internal staff, and two vendors.
    • Only about 10% of the work was complete and the deadline was looming. Zelus fast-tracked the delivery by creating templates; conducting vendor training on how to write SOPS; reviewing each SOP process and handoffs with Owners; and editing about 70% of the SOPs.
    • Zelus had minimal contact with most owners prior to project start; and was able to use their operational and system design expertise to lead the owners through the process to create high-quality SOPs.
    • Ninety-five percent of the SOPs were delivered before the deadline. Those that were not complete were waiting for process decisions or technology updates.

     

    Call Center Optimization & Technical Implementation

    Call Center Optimization & Technical Implementation

    Call Center Optimization & Technical Implementation

    Case Study

    A nationally recognized and trusted consumer brand committed to helping members create and maintain a healthy lifestyle.

    CHALLENGES

    The company was preparing for a significant product change anticipating that membership would increase substantially. The contact center had long lacked the focus and attention required to infuse the brand experience across inbound calls, emails, and online chats. The contact center was preparing for a significant ramp up in volume while it lacked technology solutions to support its agents.

    ZELUS APPROACH

    • Developed a road map to achieve short-term launch efficiencies and long-term operational vision for the contact center. Created an operational launch plan to handle a large customer increase without creating excessive costs.
    • Based on organizational decision to build a proprietary CRM system, the client used Zelus’ extensive contact center expertise and skilled staff to define business and functional requirements, manage prioritization, lead UAT efforts, train staff, and provide application deployment and launch support.
    • Developed comprehensive blended learning, virtual and classroom program with eLearnings at its core; resulting in a quick, accurate, and consistent training for over 400 agents.
    • Created RFI requests for contact center voice, chat and knowledge management solutions defining best practice needs within each channel. Key member of the selection process for all three solutions.
    • Created operational improvements to shift the nature of contact center contacts from largely administrative to a more value-added support model.
    • Comprehensively reviewed all content in organizational content management system to align to new system launches and reflect the brand

    RESULTS

    Since the effort started, the contact center:

    • Reduced contacts per member by 29%
    • Reduced cost per contact by more than 35%
    • Delivered more than $20M in savings to the organization
    • Achieved a 4-point gain in first contact resolution
    • Supported at 25% membership increase while improving performance

     

    Call Center Reorganization

    Call Center Reorganization

    Call Center Reorganization

    Case Study

    A regional health care company that offers a broad spectrum of group and network-based health care products to over 2.8 million customers.

    CHALLENGES

    The executive team was concerned about the level of service provided by multiple call centers across the organization.  Preliminary evaluations showed that the level of service was inconsistent and hurting their image in the marketplace.

    ZELUS APPROACH

    A detailed needs analysis by the Zelus team revealed that performance standards differed from call center to call center as did level of training between these groups.

    It was also discovered that each group had different practices for handling exceptions and executing work that was not metrically measured but important to service level.

    RESULTS

    • Consolidation of smaller call centers into a larger central team to improve key performance metrics by increasing the staff pool available.
    • Revised set of organizational effectiveness measures aimed at ensuring all aspects of the customer experience are viewed with equal importance.
    • Development of a comprehensive training curriculum for the call center that focuses on functional knowledge and expertise while creating a career path for representatives.
    • The team also executed a comprehensive and aggressive re-training plan addressing individual and department deficiencies without sacrificing overall performance
    • Execution of a rigorous quality program that monitored individual quality across three dimensions.
    • Creation of area specific performance standard expectations for each distinct work product including development of reporting automation, exception handling, and guidelines for non-measurable work in the department.
    • Development of a corresponding self-funding incentive plan and roll-out strategy to support the quality and performance measures.

     

    Process Improvement and Implementation

    Process Improvement and Implementation

    Process Improvement and Implementation

    Case Study

    A large regional health insurer servicing over 3 million members was not meeting key performance targets.

    CHALLENGES

    The insurer was not meeting its key performance targets in the customer service, claims, and correspondence areas including:

    • Inquiry Timeliness
    • Inquiry Accuracy
    • Average Speed to Answer
    • Abandonment Rate
    • Claims Timeliness
    • Claims Accuracy

    ZELUS APPROACH

    Zelus worked with the insurer to determine the root cause of the issues and implemented customized solutions including:

    • Designed and implemented workflow improvements resulting in removing 4 days from the claims cycle.
    • Designed and implemented a comprehensive skills assessment for all areas.
    • Developed a comprehensive Customer Service Training Program.
    • Developed a comprehensive Claims Training Program.
    • Developed a comprehensive Correspondence Training Program.
    • Assisted struggling trainers by delivering components of the training as needed, often with little to no notice.
    • Evaluated team leader and manager capabilities via Zelus-developed calibration process and developed coaching program that upgraded leadership skills significantly.

    RESULTS

    • Improved performance score results by 17% in six months.
    • Improved performance score results by an additional 23% in the next 12 months.
    • Performance score improvement earned the client significant incentive dollars.
    • Improvements led to national recognition for the insurer.