Training Customer Service Reps by the Numbers

In the roll-out of the Affordable Care Act, a federal program needed to assist socio- and economically- disadvantaged populations enroll in qualified healthcare insurance plans. CVP implemented a performance management, quality assurance, and data analytics solution to gauge the overall effectiveness of the program. Our team helped to define and capture key metrics, and measure and improve customer service reps’  performance. CVP deployed our web-based QMART™ (Quality Monitoring and Resolution Tracking) tool across 29 national field offices to support 350 customer service reps. QMART captured performance indicators and consumer feedback in over 40,000 consumer encounters during the initial six-month open enrollment period. CVP’s comprehensive monitoring solution managed a flood of data with a high degree of fidelity and drove operational improvements.

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