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 Customer Service Managers:Are Your Team’s Cubicle Walls
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When was the last time someone updated your team’s bulky desk references?(You know...those 6-inch-thick binders that sit on each of your operator’s desks?) |
You’re a customer service manager or head of the underwriting department of a rapidly expanding insurance company. You manage a team of well-trained customer service reps who are dynamite on the phone. But they’re not resolving customer calls. There are
Your CSRs are spending too much time looking up answers to customers’ questions, and the information they finally find is
You need to give them a better tool--and fast!
Introducing the 3-Click Online Desk ReferenceA custom-built, browser-based information system
Never let your customers hear these dreaded words:
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They can’t be expected to remember all of this stuff! You taught them to exhaust their resources before they ask someone else for help. Give them the resource they need! Let your CSRs deliver excellent customer service--let the 3-Click Desk Reference deliver the information!
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After meeting with her team leaders, Theresa learned that operators were putting customers on hold while they left their desks to go ask their team lead for answers to customers’ questions. Theresa instructed her team leaders to document what kind of questions the operators were asking. Were the questions personnel issues? Was it primarily new hires who didn’t know any better? Was she not adequately training her people? It turned out that 75% of the questions asked were about information that operators couldn’t find—or couldn’t understand—in their hardcopy desk reference. Theresa wisely determined that she needed to empower her people by giving them quick and easy access to the information they needed. She had already tried putting the information online, but it was badly organized and rarely updated. Her people regarded the online desk reference as part of their problem—not part of their solution. Theresa called me—a technical writing consultant—hoping to learn what options might be available. I introduced her to the 3-Click Desk Reference. Her company brought me onsite for two days to meet with team leaders, IT staff, and dozens of operators, and we designed—right there in her conference room—the customized version of the 3-Click Desk Reference. She involved as many people as possible in the project—not only to share the load of gathering and transferring information to me, but to create tremendous buy-in for the project. This was their project—their solution—and ultimately their success. The rest is history, as they say. I built their customized 3-Click Desk Reference; they tested it all along the development cycle and discovered lots more information that should be in it. They were involved and they affected the direction and even the value of the project. Although Theresa had planned to assign one employee responsibility for updating the information (no expensive training necessary--it’s simple HTML), she discovered that she could save even more money by sending her updates to me to do. I turn them around within 24 hours. Theresa immediately began to see the difference the 3-Click Desk Reference was making in her department. Click
to hear Theresa describe what the |
The 3-Click Desk Reference is a collection of browser-based files written
in simple HTML—the language of the Internet. But the easy navigation
is something you've never seen before!
And best of all...
It doesn’t matter if you are an insurance agency or an insurance carrier. It doesn’t matter what kind of insurance you sell—Auto • Health • Motorcycle • Home • Marine
The 3-Click Desk Reference is custom-built to suit your company’s business. You choose the information that your CSRs need and I build it into your online desk reference.
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| You choose the information to include! | |
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She needed to quickly access information from many carriers doing business in many states—her patients’ health depended on her ability to provide a quick response. Where was the nearest ER? Would my insurance carrier cover this service? How can I contact my case manager? Was there a health plan nurse on call? How do I arrange for ambulance transportation? How can one customer service rep be expected
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My clients tell me that one of the most frustrating—and expensive—problems their customer service reps experience is learning after the fact that the information they gave to a customer was the wrong information. Those bulky hardcopy desk references are hard to keep current, and when information changes quickly, operators may not even know a change occurred.
That has to be embarrassing—calling the customer back to explain why you didn’t get it right the first time. Did it cost you money? Did it cost you goodwill? Did it cost you the client? How much DOES it cost your company every time an operator struggles to find information or uses wrong information?
A call center is a cost center. To offset that cost, your operators must
Underwriting is a profit center. To ensure a sale, your sales reps must
Call center CSRs and underwriting sales reps will maximize their performance when using the 3-Click Desk Reference, saving you money and generating more revenue. Add up the call center costs and underwriting’s lost sales, multiply it by the number of shifts times 365 days a year, and you’ll be surprised at how much an inefficient information system can cost you.
Example:
| 3 extra minutes per call × 50 calls a day × 250 days/year × $12/hour = $7500/year of lost revenue for just one operator! |
How many operators do you have in your call center and underwriting departments? How much is it costing you when your operators can’t quickly access necessary information? The 3-Click Desk Reference will quickly pay for itself—the more operators that use it, the quicker the payoff.
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When we purchased the 3-Click Desk Reference, it was really an investment in our employees. They’re great people and really good at their jobs. Their self-confidence really sparkles on the phone when they know that management is supporting them with good tools. That makes our customers really happy, too! —David Mackie, Insurance Team Leader |
How much your system ultimately will cost depends on several things:
You will be surprised at how quickly you will achieve your return on investment (ROI), making your purchase of the 3-Click system a sound investment with a quick payback.
No matter how much I try to tell you about the 3-Click Desk Reference on this page, I’m sure you have a lot more questions to ask. Will it work in my situation? How long will it take? What kind of operating system does it run on? What will I need to do?
I can very quickly show you a working system, put it through its paces, and answer any questions you have. All you need to do is CONTACT ME! To request an immediate demo, call me or email me for login information:
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Case
Study: Theresa Greer manages the call center for
the insurance division of the largest American-made motorcycle
manufacturer in the U.S. (yup, you know the one, but they
don’t allow their name to be used in other companies’
ads—think “hog”). One day, Theresa was looking
out her office door and saw a string of people lined up at
one of her team leader’s cubicles. “Who’s
answering the phones? she wondered in alarm. “Why aren’t
these people at their desks serving our customers?”
Theresa knew she had a problem.
Case Study: Foundation Health Plans was rapidly
expanding its HMO line of healthcare plans. Its Philadelphia
region alone was responsible for managing 7 different carriers
across 18 U.S. states. Each of the 20 call center nurses had
a huge, outdated desk reference parked alongside her computer
monitor. Her phone connected her to over 100 people a day
calling about their health problems. Her telephony software
displayed the scripts necessary to manage their medical triage,
but nothing else.