HRO Today September 2016 - 81

The Mercer Report
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.
issue resolution. In addition, a " critical caller " processes
can be introduced to escalate sensitive callers to increase
first-call issue resolution.
The technology piece can be ambitious-and potentially
costly. It may require the launch of new and enhanced
websites as a means of enhancing self-service, along
with an overhaul of the client knowledge base to ensure
that call-center benefit counselors have accurate and
complete information at hand. If they're not already
in place, live chat systems can offer an enhanced
online option for users, as can email programming that
automatically notifies customers of issue resolution.
Quality control can be enhanced via an interactive voice
response (IVR) survey. All of that may require server
upgrades to increase capacity and reduce error and
system issues.
The improvement should be measurable. For example,
is there a decrease in the " handle time " of open
enrollment calls compared to the year prior to the
system process changes and enhancements? Handletime
improvements of 20 to 30 seconds are a solid
benchmark for success. For organizations using an IVR
survey, response rates in the mid-to-high 20 percent
range is the goal, with an overall satisfaction rating in
the mid-to-high 90 percent range.
The larger point is that no organization can afford
to rest on its laurels when it comes to benefits
administration and the very real need of customers to
resolve complex issues through their call centers. The
differences between unsatisfactory, lackluster, average,
and very satisfied matter a great deal to participants
during open enrollment as well as year round. They
should matter just as much to organizations seeking a
competitive edge in attracting and retaining the talent
it takes to succeed today.
Jacqueline Hill is the global customer engagement leader and
consumer association business leader for Mercer Health & Benefits
Administration LLC.
SEPTEMBER 2016 | www.hrotoday.com
[81]
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HRO Today September 2016

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

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