CSR Selection Case Studies

 

 

2017 and 2018 CX Best Practice Award Winner – CSR Selection – Blue Cross Blue Shield of Massachusetts

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.

At Blue Cross Blue Shield of Massachusetts, we work hard to make sure that our nearly three million members have access to the high-quality, affordable health care they expect and deserve. For more than 80 years, our company has focused on making our vision a reality for the individuals, families, and businesses we serve.

Many Blue Cross employees enter the company through Member Service. We make a considerable investment – both in time and money – to train them. Then, once the 18-month commitment period is over, many take jobs elsewhere in the company. This is good for other departments because our CSRs are solidly trained, but the attrition rate in Member Service was higher than we liked, and we frequently struggled to maintain enough experienced staff.

To address this issue, we developed a three-pronged approach: interview training and development for leaders, implementation of hiring software, and a new recruiting process.


2016 CX Best Practice Award Winner – CSR Selection – Accenture Business Services for Utilities

csr hiring process

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

Employee engagement and satisfaction are at the forefront of our minds and is taken into consideration in all that we do. One of the key drivers of employee satisfaction is our employee referral program. Our employees are informed of our hiring needs, and we encourage them to refer their family and friends to apply for open Accenture roles. Our employees know our culture better than anyone else, and they are experts when it comes to providing a realistic picture of the job. As such, our employee referral program is mutually beneficial – the business is provided with skilled candidates, and our employees are left feeling satisfied. Furthermore, our employee referral program compensates our employee’s well when a referral is hired on permanently, referral bonus payouts can range from $500-$6,000.

Once we have sourced and prequalified our candidates we invite them to come into our service delivery site to complete an Assessment Day. This approach has proven to be a best hiring practice as it allows our firm to complete up to sixteen face-to-face behavioral styled interviews and candidate multimedia testing in a four-hour window of time. This allows us to maximize our resources for the most efficient outcome. Candidates are scheduled to come in for an interview and meet with two team managers, and our interviewing focuses on competency-based questions, which have been proven to indicate future performance. Additionally, our multimedia testing provides a realistic preview of our CSR roles through utilities related contact center simulations. Our testing is also designed to measure key qualifications such as active listening skills, basic mathematics ability, computer literacy, and customer service expertise.


2015 Contact Center FCR Best Practice Award Winner – CSR Hiring Process – Accenture Business Services for Utilities

csr hiring process

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.

Established in 2003, Accenture Business Services for Utilities Inc. is the world’s largest business process outsourcing provider dedicated to utilities. We serve clients across five time zones in multiple languages, and have grown from 1,500 to more than 3,000 employees in just under two years. As utilities adapt to rapid change in regulated and deregulated markets, they’re increasingly outsourcing business processes in order to focus on core competencies (i.e., generating, transmitting and distributing power.) To serve this industry need, Accenture Business Services for Utilities Inc. offers business process outsourcing services in four core areas: Customer Care, Finance and Administration, Human Resources, and Technology Services. Accenture Business Services for Utilities Inc. is part of the Accenture group of companies, one of the world’s leading management consulting, technology services and outsourcing companies.

Delivering world-class customer care requires a deep understanding of the customer service lifecycle, industry knowledge and business process excellence—and having the right people, with the right skills, to get the job done.

Working for Accenture means being a part of a truly global team. Our employees are empowered to provide high-quality, long-term services for our clients while working with the best people worldwide. Our talented CSRs (Customer Service Representatives) are not only the voice of our company, but also the heart of our culture.


2014 Call Center FCR Best Practice Gold Award Winner – CSR Hiring Process – Canadian Tire Financial Services

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.

CTFS is the financial services arm of Canadian Tire. It offers credit, loan, insurance products and services and is the second largest MasterCard issuer in Canada with its Canadian Tire Options® MasterCard. CTFS is a significant contributor to Canadian Tire performance, representing 8% of overall revenues but nearly 25% of profit in 2011. Canadian Tire Options® MasterCard continues the customer loyalty program tradition through the awarding of electronic ‘Money’ to cardholders when purchases are made at Canadian Tire stores.

At Canadian Tire, delivering consistently high-quality service experiences is a philosophy that is woven into the fabric of the organization’s “Customers for Life” culture. Every representative at its award-winning Customer Relationship Contact Center (CRCC) is fully aligned with the mission to delivery world class customer service, and is accountable for first call resolution (FCR) and customer satisfaction.

A look inside the CRCC reveals a best-in-class contact center with consistently high FCR performance and employee engagement.