Case Study: Optum improves call center sales and rapport-building skills with Janek Performance Group

Optum Improves the Sales and Rapport Building Skills of Their Call Center Staff with Janek Training

Optum360, a division of UnitedHealth Group, needed to improve the sales and rapport-building skills of its high-volume call center staff, many of whom were healthcare professionals with limited sales experience. The organization wanted stronger communication, better member need identification, and more member-focused presentation of healthcare solutions, and turned to Janek Performance Group for help.

Janek Performance Group conducted an organization-wide assessment and delivered a customized Critical TeleSelling skills program, supported by change management, sales management coaching, and long-term reinforcement and measurement tools. The initiative produced a 496% return on investment within 90 days, and 97% of participants said the training improved their ability to build stronger member relationships; 95% called it a worthwhile professional investment, and 98% said the exercises reinforced the concepts taught.

Optum360