Customer Service Week
As it is Customer Service Week and many companies across the country are celebrating the unsung heroes who answer calls and solve problems all day, this seemed like a good time to talk about the pitfalls and problems which can plague customer service centers. We have all had experience with customer service call centers at some point in our daily lives. Some positive, some not so much! Here are a few common issues which can occur in any call center — health care or automotive supplies:
• Miscommunication between the Customer Service Representative and the customer/member/patient
• Insufficient resources at hand for the representative to give a correct and informative answer to the caller
• Poor attitude on the part of the representative — not a true “People Person”
• Lack of empathy on the part of the representative — disengaged
• Lack of preparation and training for the representatives on the part of the company
• Outdated and/or lacking technical system for representatives to utilize
• Improper screening of new hires — starting out with the wrong individuals
A well run Customer Service center can make the difference for high or low grievance and CTM rates. Customer service representatives need a combination of skills — “Hard Skills” or knowledge based and “Soft Skills” or people and phone skills. Without this combination, a representative will not be equipped for the job. Calls should always be resolved the first time in an accurate and pleasant manner. Upset and ill-informed members will call back, file a complaint and call our friends at Medicare. This is not an easy department to keep running smoothly, but here are some tips for things to pay the most attention to:
• Training; there is no such thing as too much training! A three pronged approach works best —
1. Overall Company training – Compliance, Medicare, HIPAA, etc.
2. Specific training — AEP, new benefits, how to use resources, enrollment/disenrollment, billing, claims, Part D, etc.
3. Targeted issue related training — subjects where representatives seem to be struggling with answers, for instance SEP’s or disenrollment periods, Part D details
• Technology; Review the systems being utilized by your customer service center. Is it adequate? Easy to use while speaking with a member? Does it access other systems within the company well? Claims? Referrals?
• Start in Human Resources; choose the right people to begin with. Use testing to find staff who can relate to people, who can stay calm with an irate caller, and who can do the required research under pressure.
• Coaching; if representatives are not displaying true customer service qualities, coach them on “Soft Skills” or the art of engaging with a customer or member.
• Always keep customer service in the loop with any changes or processes which may affect call volumes or need special talking points and available resources.
The call center is the face of any company. It should be your best foot forward. They are the people in your company that your customers or members will interact with the most. Make sure they have the training and tools to be successful and represent your company in the best manner possible.
Happy Customer Service Week!!