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May 06, 2008

Kaiser Permanente Expands Performance Management to Improve Coaching in Call Centers

By Susan J. Campbell
TMCnet Contributing Editor

Kaiser Permanente, the largest non-profit health care provider in the United States, has announced the expansion of its performance management initiative to standardize and improve its internal employee coaching processes in the Northern California Appointment and Advice Call Centers (AACC). In doing so, the company will help deliver continued increases in member satisfaction.
Kaiser Permanente’s AACC will now utilize Merced Performance Suite’s integrated workflow to standardize, track, evaluate and improve employee coaching practices between supervisors and agents. This solution has been using Merced Performance su01lite since 2006 to deliver critical performance data to the front line, including personalized reports and dashboards.

Merced Performance Suite is expected to supply supervisors with the tools and resources necessary to quickly identify and address individual employee needs through specific coaching opportunities, and subsequently further increase member satisfaction.

“We’ve been impressed with the impact we’ve seen to date from our Merced Performance Suite deployment, so we’re excited to expand our performance management initiative with Merced Systems (News - Alert),” said Susan Minahen, Director of Operations for the Appointment and Advice Call Centers in the Bay Area, in a Tuesday statement.
Minahen continued: “Improving our coaching tools and processes will allow us to successfully execute on our business goals and will ultimately lead to significant gains in member and employee satisfaction, revenue and productivity.” 

Employee coaching and development is a critical initiative in any call center, having wide ranging impact – from lowered operating costs to improved customer satisfaction,” said Dean Thomas, vice president of professional services for Merced Systems, in Tuesday’s statement. “We are pleased to be providing Kaiser Permanente with the tools and resources they need to be successful.”

Merced Systems provides customer operations performance management systems, including enterprise class analytics, personalized dashboards, workflow and data integration. The company’s award-winning products serve customers in a variety of different industries, including banking, brokerage, insurance, consumer credit, telecommunications, healthcare, digital media and consumer goods.

Coaching within the contact or call center is only as good as the information provided to those doing the coaching. The call center relies heavily on the ability of the agent to properly handle interactions. Those that lack the proper training can incur greater cost and are more likely to leave their job and the company.

By closely following the coaching interactions between agents and supervisors, call centers can better track the effectiveness of the coaching, as well as identify areas where improvements are needed. In doing so, the center can greatly improve overall performance and reduce overall costs.
Susan J. Campbell is a contributing editor for TMCnet and has also written for To read more of Susan’s articles, please visit her columnist page.

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Best Practices for Implementing a First Contact Resolution Program in the Contact Center brought to you by Enkata.



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