Client Case Study
Situation
The Blue Cross and Blue Shield Association is a national federation of 38 independent, community-based and locally operated Blue Cross® and Blue Shield® companies. The Association owns and manages the Blue Cross and Blue Shield trademarks and names in more than 170 countries and territories around the world. The Association grants licenses to independent companies to use the trademarks and names in exclusive geographic areas.
They wanted to improve inquiry accuracy, single contact resolution, and repeat calls so that they will ultimately improve customer and employee satisfaction. And, in parallel, they must sustain and continue to improve results over time.
Approach
Learning and Performance Improvement System focused on customer service training and coaching including:
Roles and Responsibility: The clear definition and accountability of coaching roles and responsibilities
Accountability: The development of a balanced set of performance metrics including customer-, employee-, and business-focused measures and goals.
Results
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