Customers: VSP

After using Click2Coach^® for several years, VSP, a trusted advisor in eye care benefits for more than half a century, decided to upgrade their system to include Envision Agent Desktop, Envision eLearning™ and reporting. Call center management believed quality monitoring was too audit-based, relying on "yes /no" grading rather than coaching. Envision's flexible solution enabled VSP to "slice and dice" agent and customer data to build information-rich reports that helped quality service representatives (QSRs) to identify opportunities to improve agent performance and customer experiences.

VSP estimates that they will receive a return of $266,000 in the first year as a result of time saved from reviewing calls at QSR desktops rather than separate listening rooms, efficiency driven within the AST audit process and automation of their evaluation system.

 

VSP is the nation's largest provider of eye care coverage, with 48 million members nationwide. One in seven people in the United States rely on VSP for eye care coverage. The company offers more than 100 health plans, from overall eye health and wellness needs to advanced vision correction procedures. VSP has a network of more than 23,000 doctors, located in rural and metropolitan areas throughout the nation. The company has been named one of Fortune magazine's "100 Best Companies to Work For" for the eighth consecutive year.

 

"Enhancing our Envision system to improve our auditing and scoring processes has been enthusiastically received by our CSRs and supervisors. Our CSRs enjoy the flexibility and efficiency of reviewing evaluated calls at their desks, and they are more prepared for supervisor-led coaching sessions." — Morris Branson quality assurance supervisor VSP

 

EVALUATIONS DELIVERED DIRECTLY TO AGENT DESKTOPS

VSP currently services its members with a team of 400 customer service representatives (CSRs). The CSRs' primary tasks are to issue authorizations, adjust claims, and answer policy coverage and procedure questions for VSP's doctor network. The agents also answer inquiries from members and their dependents. Prior to the upgrade, QSRs would take a set of recorded calls and prepare paper-based evaluations. The evaluations were then manually entered into a database, and the CSRs were given hard copies. This created a cumbersome process for monitoring quality and performance. CSRs were then expected to review their evaluations for an hour each month in a separate meeting room, which took time away from being at their desk to answer calls. The inefficient system made it difficult to provide immediate feedback to CSRs to improve their performance.

 

The new system allows QSRs to send calls as they are audited with evaluations and eLearning clips. With immediate feedback, changes can be made to address customers' needs immediately. CSRs spend 75% less time reviewing calls because they are delivered directly to their desktops.

 

Prior to the upgrade, deductions on an evaluation were all grouped together in one area, making it difficult for CSRs to understand what aspect of a call they referred to. In the new system, the deductions are arranged by element, which are specific to the behavior they wish to reinforce, making them easy to understand. This has led to:

• A 50% reduction in CSR-initiated inquiries and disputes
• 20% more audits per month by QSRs

"I love this process. I save around 30 minutes per CSR per month. I use the extra 30 minutes to coach my CSRs and develop their skills." — service delivery supervisor VSP

 

EFFECTIVE REPORTING IMPROVES COMMUNICATION

Envision's solution has significantly improved reporting at VSP. Before Envision, it was difficult to access data needed to create reports. The process was time consuming and manual. Now, VSP managers can "slice and dice" data to create reports that provide key decision makers with the information they need to coach and train CSRs to deliver better, faster service. The reports help managers identify trends and take action to proactively manage center performance and customer experiences.

 

SOLUTION IMPROVES QUALITY OF SERVICE RAPIDLY

Another benefit that VSP had not anticipated is an improvement in service recovery. QSRs are now able to notify agents immediately if incorrect information has been given and needs to be corrected. With Envision's solution, agents can be trained continuously by creating eLearning clips that appeal to all learning styles.

 

NEW TECHNOLOGIES DRIVE ADDITIONAL EFFICIENCY AND EFFECTIVENESS

What's next for VSP is continual reassessment of their call center Quality Assurance Program, with Envision as their trusted partner. The company plans to leverage full-time recording to take advantage of workforce management and analytics technology. Better insight will help VSP understand why their customers are calling and how to efficiently and effectively service them.

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"Enhancing our Envision system to improve our auditing and scoring processes has been enthusiastically received by our CSRs and supervisors. Our CSRs enjoy the flexibility and efficiency of reviewing evaluated calls at their desks, and they are more prepared for supervisor-led coaching sessions."

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