HRO Today September 2016 - 80

The Mercer Report
Call Me Maybe?
Ensure employees experience success during open enrollment
by improving communication.
By Jacqueline Hill
With another open enrollment season around the
corner, organizations and their employees face that
crucial time when complex and personal benefi t
decisions must be made. For many people, last year's
benefi t choices may not be right or suffi cient for the
coming year-as families grow or as retirement draws
nearer. One of the key strategies for helping employees
cope with the inevitability of change is to ensure the
robustness of customer engagement call centers.
Even with online registration, mobile apps, and benefi t
platforms that far exceed the capabilities of only a few
years ago, call centers remain the front line for plan
members. When an individual needs to make direct
verbal contact with a customer engagement call center,
organizations need to deliver a positive experience,
providing answers and solutions quickly, courteously,
and accurately. Call centers can only thrive on a shared
understanding that each individual who calls needs to
be treated the same, no matter the inquiry. There are
no " small " matters.
Achieving excellent service is not an end state, but
rather it's something that requires continual monitoring
and improving based on the needs of the workforce.
Organizations seeking to transform their call center
benefi ts administration and service to drive greater
results should focus on creating more rewarding
outcomes for customers. This can begin with an analysis
of the prior year's processes and establishing goals,
including:
*
*
adopting highly effective volume forecasting,
capacity, and staffi ng models;
investing in technology to better support an ideal
customer service process;
* improving training to boost performance; and
* differentiating training by client needs.
This approach is designed to encompass three key
[80]
HRO TODAY MAGAZINE | SEPTEMBER 2016
No organization
should rest on its
laurels when it
comes to benefi ts
administration and
helping to resolve
employee issues
through call centers.
areas: people, process, and technology. The people side
requires recognition and reward programs to enhance
colleague engagement; increased communication with
playbooks, desk charts, weekly emails, focus groups,
and regular meetings; and new recruiting and pay
strategies.
As for process, organizations need to ensure customer
calls are routed quickly and effi ciently. A focus on more
frequent reporting can help provide a clear picture of
how well benchmarks are being met, along with better
connections to internal business partners to improve

HRO Today September 2016

Table of Contents for the Digital Edition of HRO Today September 2016

HRO Today September 2016 - 1
HRO Today September 2016 - 2
HRO Today September 2016 - 3
HRO Today September 2016 - 4
HRO Today September 2016 - 5
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HRO Today September 2016 - 7
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