April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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182 5.5 Health care
5.5 Health care
Company: Delta Dental Plan of Kentucky
Profile
The company manages dental plans for a broad range of client companies.
In just a few months, Delta’s customer service call center dramatically
improved productivity by changing its call center performance metrics.
Solution
The company decided to revamp its use of existing technology, implement
a stricter schedule-adherence policy, and introduce new incentive, quality,
and team-building programs for its CSRs.
The first task for the call center’s manager of customer service was to
review how calls were handled. The 10-agent center takes about 30,000
calls monthly from plan providers, ...
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