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

Optum360 improves call center sales skills with Janek Performance Group and sees 496% ROI

Optum360, a division of UnitedHealth Group and a global health services innovation company, faced a challenge in improving the sales and rapport-building skills of the healthcare professionals staffing their high-volume call centers. They partnered with vendor Janek Performance Group to address this skills gap with a customized Critical TeleSelling Skills program.

Janek Performance Group implemented a multi-faceted solution that included a customized training program, a change management plan, and a long-term reinforcement system. The strategy was highly successful, resulting in a 496% return on investment within 90 days. Furthermore, the vast majority of participants agreed the training equipped them with skills to build stronger relationships and was a worthwhile investment.

Optum360