Call Center Help System for State Government - Medical Insurance for Children

A government agency that provides medical insurance for under privileged children asked RCAd to develop a Help system for their 40-person call center. The call center deals with an over-whelming amount of health regulations, personnel qualifications, reimbursement rules, and operating procedures. The organization wanted to reduce the many thousands of pieces of information and various manuals into a concise electronic documentation library that would be available to all personnel. RCAd was also asked to identify efficiencies to incorporate into the call center operations by using information management technology, streamline business procedures, and opportunities to improve customer interaction.

Solution

An evaluation of current call center document was conducted to identify the variety of information sources and how often information changed. System users and department managers identified new call center operating objectives. Management reviewed the business and information process flows to increase customer service. A working Help system model was designed to meet the functionality desired. The Help system was configured into modules that addressed areas of specialty to better support subject matter experts (SME). Existing documentation was electronically imported where feasible, and newly authored documentation was generated. The Help system was augmented with indexes, table of content, graphics, hot links, pop ups, and see also information sets. User community training on the new Help system was conducted to allow the organization to become self-sufficient.

Challenges

The major challenge was the identity of where existing documentation resided and how often it changed. Since this call center was a major business activity all business processes and procedures were reviewed. Existing documentation was in a variety of formats: Word, Excel, multiple graphics, yellow post-it notes and information in multiple tables. Training employees how to use a Help system became an important activity, as this introduced a new set of documentation disciplines.

Results

Customer service immediately improved. When the call center Help system initially became operational, an increase of 20% more cases was handled. This case-handling load is now more than 45% to previous measurements. A noticeable improvement in employee morale became evident and a renewed excitement for working in the call center was observed. Improved customer service resulted from: instantaneous access to information, all call center documentation was now in one place, information was always accurate and up-to-date, and quicker turn around for customers. Significant cost savings in previous printing expense resulted.