A leading healthcare sales and account management provider - with 14 service and production centers and more than 7,000 employees including 2,750 production claim processors and 3,250 customer service representatives - wanted to "continuously address performance gaps, business changes and technology enhancements without negatively impacting service levels was an ongoing challenge," according to a recent case study from call center management software provider Knowlagent.

More specifically the company wanted to "improve its customer loyalty by improving overall agent call quality."

So how did Knowlagent go about solving the problem? To address call quality issues, approximately 100 15-20 minute learning breaks were implemented by the company's own training staff.

According to the case study, "training was designed using a proven call model and was delivered to agent desktops during downtimes in call volume." This meant that specific training was assigned to agents based on individual performance with inputs from the company's quality monitoring systems, performance systems and supervisors.

Additional support information was delivered through the software's 'Questions of the Day' and 'Tips of the Day' and agents were provided with a scorecard to help them track their progress in the areas of quality, productivity and average handle time.

So what were the results? After just one year of using the system "the company was servicing one million new members with 10.7 percent fewer full-time employees. Average Speed of Answer improved by more than 27 percent overall and there was a 1.5 percent improvement in quality results."

That's not the only area of improvement: "Claim rework improved by 61.3 percent. The percentage of claims processed within 10 business days improved by 5.1 percent and the percentage of claims processed in less than 20 business days was reduced by 88.2 percent."

And perhaps most impressively, the overall accuracy rate improved by 1 percent -- from 96.2 percent to 97.1 percent.

To learn more about how Knowlagent's call center management software improved the company's operations, click here.