We can help.
Our quality professionals have lots of experience in the health insurance industry specifcally assisting agents - just like yours. Member and provider services is where we all come from, and we're here to make sure you get a quality audit that is fair, unbiased and timely. Period.
Some clients wish to utilize our services to replace internal QA, some utilize us for consulting, and others as a supplement to internal QA (as validation and/or to compare industry standards). Regardless of what you need in your call center, we can help.
Call Center Staff Ranking
We've developed a brand new methodology for ranking call center agents.
An advanced program that allows you to determine how important up to 10 different factors are in your call center (quality, AHT, ACW, etc). After adding data for your team, it will calculate a TORVIS score - which can be used to determine where your agents rank in a 1-[#of agents] scenario.
It can be customized to fit your needs as well. While we don't recommend it as a replacement for a conversation around ranking, it's certainly a great place to start without any biases or perceptions on subjective behaviors.
What We Do - Quality Audits
Honest, reliable, timely, non-biased call reviews from professionals with years of experience in your specific industry. Plus, peace of mind knowing your TORIS Score
What We Do - Improve Morale
Morale is the lifeblood of a call center. Good morale and life is good, bad...well - lets not go there. We'll help you improve it. Period. Friendly games, contests and other activities that are fun - without being elementary.
What We Do - Reduce Attrition
Call centers are a great foot in the door, but attrition can challenge a call center. Through career pathing, real or perceived positions, and the right approach by the front line leadership and we can help you keep your staff.
What We Do - Improve KPI's
Using our one on one forms, quality review system, and indvidualized performance plans - your agents won't have excuses for poor performance.