CSR Coaching Case Studies

 

 

2018 CX Best Practice Award Winner – CSR Coaching Program – Consumers Energy (Tie)

CSR Coaching Program Best Practice
 

Criteria: This award recognizes the organization that has demonstrated a CX best practice which improved, or helped maintain high first call resolution (FCR) and customer experience (CX) performance.

In 1886, William A. Foote, a flour mill operator, teamed up with Samuel Jarvis to secure a street lighting franchise agreement with the city of Jackson. What began as the illumination of a dozen streetlights has now become Consumers Energy Company (CE).

 

CE is one of the nation's largest combination utilities, providing electric and natural gas service to almost 6.5 million of Michigan’s 10 million residents and serves customers in all 68 counties of Michigan's Lower Peninsula. Consumers Energy is the principal subsidiary of CMS Energy Corporation, a Michigan-based company that also owns and operates independent power generation businesses.

Learn how their Growth and Development (G&D) program was designed to create meaningful, consistent coaching for CSRs while empowering them in their own development.


2018 CX Best Practice Award Winner – CSR Coaching Program – Blue Cross and Blue Shield Nebraska (Tie)

Criteria: This award recognizes the organization that has demonstrated a CX best practice which improved, or helped maintain high first call resolution (FCR) and customer experience (CX) performance.

For over 75 years, Blue Cross Blue Shield of Nebraska has been an important part of Nebraskans’ lives.  They are the only health insurer exclusively serving Nebraskans and employees of Nebraska-based companies. They are the largest tax-paying non-profit in Nebraska and provide health insurance coverage or benefits administration to over 730,000 members. 

The changes in healthcare over the last several years have created many challenges for their members. Customers need to be able to manage their health care costs and understand their insurance coverage to make the best decisions for themselves and their families. Blue Cross Blue Shield of Nebraska is helping to control costs by leading the way in supporting patient-focused value-based partnerships that deliver quality care in the most cost-effective manner. They have also vowed to make every customer experience world-class by empowering their Customer Service Representatives to creatively resolve issues by providing compassionate, practical solutions. Their goal is to inform and educate their members and help them navigate the complexities of the healthcare system. 

Learn how they created a team that focuses on continuous coaching to drive improvement and world class performance and has led to better CX performance results, impressive coaching surveys, and an improved culture.


2017 CX Best Practice Award Winner – CSR Coaching – Mr. Cooper

coaching, csr coaching, Nationstar Mortgage, best practice awards

Criteria: This award recognizes the organization that has demonstrated a CX best practice which improved, or helped maintain high first call resolution (FCR) and customer experience (CX) performance.

Mr. Cooper is the consumer brand for the mortgage servicing and originations operation of Nationstar Mortgage Holdings Inc. (NYSE: NSM). Based in Dallas, Texas, Mr. Cooper is one of the largest home loan servicers in the country focused on delivering a variety of servicing and lending products, services and technologies to make the home loan process more rewarding and less worrisome. During 2017, Mr. Cooper acquired approximately 1 million new customers, and our staff grew by 400+ agents. Nevertheless, in spite of their low tenure, by using this highly effective CSR coaching program, along with the survey feedback received from SQM, they have been able to continuously improve their overall performance. Their case study summarizes the key components of how their award-winning CSR coaching CX best practices work.


2016 CX Best Practice Award Winner – CSR Coaching – Nationstar Mortgage

coaching, csr coaching, Nationstar Mortgage, best practice awards

Criteria: This award recognizes an organization that has demonstrated a best practice which helped improve, maintain, or provide a positive CX.

Nationstar is one of the largest and fastest growing mortgage servicers in the United States with a servicing portfolio in excess of $400 billion and more than 2.4 million customers. Nationstar offers servicing, origination, and transaction-based real estate services to all of our customers, including: homeowners, homebuyers, home sellers, investors, and other real estate market participants.

Our contact centers have a relentless focus on providing quality service to our customers. Our primary call center is in Irving, TX with partner call centers across the U.S. and in Manila.


2015 Contact Center FCR Best Practice Award Winner – CSR Coaching – Nationstar Mortgage

coaching, csr coaching, Nationstar Mortgage, best practice awards

Criteria: There are 15 distinct Best Practice Awards (i.e., Omni-Channel, Web Self-Service, IVR Self-Service, Chat Channel, Quality Assurance Program, Desktop Applications, CSR Recognition Program, Career Development Program, Call Handling Practice, Real-Time CSR Support Queue, Performance Management System, CSR Coaching Program, CSR Training Program, CSR Hiring Process, Standard Operating Practices).

These awards recognize the organizations that have demonstrated they have improved or helped maintain high first call resolution and customer satisfaction performance.

Nationstar is one of the largest and fastest growing mortgage servicers in the United States with a servicing portfolio in excess of $400 billion and more than 2.4 million customers. Nationstar offers servicing, origination, and transaction-based real estate services to all of our customers, including: homeowners, homebuyers, home sellers, investors, and other real estate market participants.

Our contact centers have a relentless focus on providing quality service to our customers. Our primary call center is in Irving, TX with partner call centers across the U.S. and in Manila.


2014 Call Center FCR Best Practice Gold Award Winner – CSR Coaching – MedSolutions

coaching, csr coaching, medsolutions, best practice awards

Criteria: There are 10 distinct Best Practice Awards (i.e., Quality Assurance Program, Desktop Application(s), CSR Recognition Program, Career Advancement, Call Handling Practice, Real-Time CSR Support Queue, Performance Management System, CSR Coaching Program, CSR Training Program, CSR Hiring Process).

These awards recognize the organization that has demonstrated they have improved or helped maintain high first call resolution and customer satisfaction performance.

MedSolutions began in 1992 as an owner/operator of diagnostic imaging centers, but quickly saw an increasing need in the managed care industry for intensely focused radiology benefits management. In 1997, MedSolutions sold their diagnostic imaging centers and set out to focus solely on managing the cost of imaging and helped pioneer the new industry of radiology benefits management. They were soon established as an industry leader, helping healthcare payers control the soaring costs in radiology.

Today, MedSolutions has taken the clinical knowledge, proprietary technology, and forward thinking perfected in radiology management and applied it to other areas of healthcare where there is opportunity for significant improvement, both in quality of care and in cost savings to health plans. MedSolutions continues to evolve to meet the challenges of the healthcare industry through Intelligent Cost Management, developing and introducing new services that extend beyond utilization management to capture maximum savings, reduce overall treatment costs, and ensure diagnostic accuracy.

MedSolutions’ processes are built and optimized around the fact that a patient is waiting for evidence-based input on treatments and tests that are important to their health. First Call Resolution (FCR), accuracy and client, provider and member satisfaction are very critical aspects of these processes. With this in mind there was a need to build a strong customer service representative (CSR) base, as this is our frontline representation. FCR and Customer Satisfaction (Csat) are most effectively attained at this level of interaction.