Case Study: a large health care insurance plan improves first call resolution with SQM Group agent training

a large health care insurance plan improves call resolution by 8% with SQM Group

The customer, a large health care insurance plan, sought to improve its call resolution rates and overall customer satisfaction. The vendor, SQM Group, addressed this challenge through its "SQM Workshops," a dedicated three-day agent training program.

SQM Group implemented a comprehensive workshop where small groups of agents received focused coaching and conducted call calibrations to identify improvement areas. This solution led to 70% of trained agents improving their call resolution rate, with an average departmental improvement of 8%. The vendor's program also helped the customer achieve five consecutive years of improved first call resolution and customer satisfaction performance.