3,500 Seat Contact Center – Project Examples

1-800-MEDICARE

The consultants at Team Rebus provided analytics support to 1-800-MEDICARE for 3 ½ years, leading 60+ improvement initiatives in various areas of the business. Below is a sample of this work.

3-Way Call Pilot

A 3-way call service was piloted in the summer of 2011, which allowed CSRs to conduct a conference call with beneficiaries and agencies in attempt to resolve persistent issues. Two goals were established prior to pilot launch: achieve success rate of 80% and impact AHT by < five seconds. The successful pilot resulted in a recommendation to deploy the service in a limited scope (i.e. certain agencies).

Alternate Channel Scorecard Design

Fully designed and implemented a balanced scorecard in web chat, email, written correspondence and the advanced resolution center. 848 observations completed; 56 activities defined; 46 KPIs defined; data feeds designed; scorecard designed; requirements document developed and delivered to IT; led all aspects of project from cradle to grave.

  • Call Reason Impact on Transfer Rate Analysis

  • Coaching Notes Analysis

  • COB Referral Analysis

  • Congressional Complaints

  • Controlled Greeting Pilot

  • CSAT Benchmark Analysis

  • Adherence Analysis

  • Quality Scorecard Design

  • Attrition Analysis

  • Attrition White Paper

  • Attendance Analysis

  • Attendance Rating Scale

  • Bilingual New Hire

  • Comparison Analysis

  • BIU Analysis

CSAT Correlation Analysis

Led an initiative to measure the relationship between BA™ metrics & CSAT. Through this analysis, identified three BA™ metrics that had a strong positive correlation to CSAT. Developed training and coaching tools to help supervisors increase awareness and agent proficiency in these areas

  • ISG Call Handling

  • Benchmarking – Analytics

  • Benchmarking – Channels

  • Benchmarking – Staffing

  • MSPRC Analysis

  • New Hire Comparison

  • Plan Finder Tool

  • Pre-Hire Assessment

  • QA AHT Analysis

  • Detailed Hiring Strategy

  • DMEPOS Escalation

  • eCoaching Log Analysis

  • Empowered Service Delivery

  • Ethics Testing Effectiveness

  • Exception Report Analysis

  • Part D Trends

  • Feedback Analysis

  • ISG Call Drivers