With the influx of citizens into the healthcare exchanges after the passage of the Affordable Care Act (ACA), the Centers for Medicare and Medicaid Services (CMS) sought to improve experiences for ACA consumers, as well as for those receiving Medicare. HighPoint provided a broad spectrum of services to CMS, beginning with forming an on-site project management office (PMO) that updated Customer Service Representative (CSR) performance measurement scorecards and dashboards as well as provided more dedicated QA and call-monitoring processes.
To improve CSR training, HighPoint customized a learning management system that blended virtual and in-person coaching scenarios to deliver the right kind of training at the right time. HighPoint also leveraged the use of customer satisfaction (CSAT) surveys, agent feedback, and social media monitoring for CMS contact centers to provide a holistic view of how citizen needs were being addressed.
The outcomes of HighPoint’s collaborative work with CMS are in the numbers: CSAT scores jumped from 64 percent to 89 percent for Medicare beneficiaries and from 89 percent to 93 percent for ACA consumers. HighPoint also helped reduce new agents’ onboarding time by 33 percent, getting needed CSRs on the job faster. The agency captured data on 40 million citizen touchpoints annually, giving it data to fuel in-depth metrics on citizen needs and improving QA and delivery of services moving forward.