Focus on Energy
Improve customer conversations by increasing awareness
Better trained agents leads to more satisfied, educated customers

A 2010 study by J.D. Power and Associates found residents are quickly growing in their awareness around Smart Grid technologies, energy efficiencies and what their utility company is doing to help them. The utility industry is quickly becoming a competitive marketplace with a higher demands from its consumer base. ch 3, 2011. New York, NY — Ulysses Learning, a global learning and performance improvement company, continues its role as an industry thought leader by speaking and showcasing client results at the Blue Cross and Blue Shield Association’s Call Center/MTM Conference on Wednesday, March 30, 2011.

In order for utility companies to thrive today, they need to ensure their frontline agents are savvy, customer-focused, proactive and comfortable in the new role of “energy advisor”.

Ulysses Learning’s contact center specific training, coaching and leadership performance development continues to help utility companies increase their customers’ satisfaction, adoption of Smart Grid technology and overall enhanced experience.

With Ulysses Learning’s contact center training, utilities will give their agents strategies to become more proactive, effective and efficient. With our proven training, other energy companies have been able to:

Reduce escalated calls by 27%

Increase customer satisfaction by 15%

Decrease call backs by 25%

Improve average handle time up to 10 seconds or more

Improve average quality monitoring scores up to 30%

In addition to training for frontline agents, Ulysses also focuses on development the frontline leadership and the executive team to ensure long term sustainable results. Coaching is crucial to help agents understand and reinforce key training messages while leadership development enables upper management to become better leaders, equipped to handle the changes taking place in the energy marketplace.

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Industry Solutions for Health Insurance Organizations

Improve member conversations in your call center
Better trained agents lead to higher member satisfaction and improved first call resolution

“Overall, members with higher levels of understanding tend to be more loyal and are better advocates for the health plan. However, only four in 10 members say they fully understand their plans.” -- Source: J.D. Power and Associates 2010 Member Health Insurance Plan StudySM

From the changes related to healthcare reform and regulatory issues such as HIPAA, health insurance organizations and their call centers face numerous challenges to keep their frontline agents informed and their members satisfied. In order for insurance organizations to thrive, they need to ensure their agents are savvy, member-focused, proactive and well-versed in the latest insurance-related changes and regulations.

Ulysses Learning’s contact center-specific training, coaching and leadership performance development continues to help health insurance companies increase their members’ satisfaction, increase first call resolution and enhance their overall experience.

With Ulysses Learning’s contact center training, insurance companies can give their agents strategies to become more proactive, effective and efficient. With our proven training, other health insurance organizations have been able to:

Increase FCR by 15%

Increase member satisfaction by 15%

Decrease call backs by 25%

Improve average handle time up to 10 seconds or more

Improve average quality monitoring scores up to 30%

In addition to training for frontline agents, Ulysses also focuses on developing an organization’s leadership and executive team to ensure long-term, sustainable results. Coaching is crucial to helping agents understand and reinforce key training messages while leadership development enables upper management to become better leaders, equipped to handle the changes taking place in the health insurance marketplace.

According to a 2010 Contact Center Satisfaction survey by CFI Group North America, two overarching factors that affect satisfaction with a call center experience are the process the member goes through to handle his or her inquiry and the customer service representative (CSR) who handles the call.

 

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