Zenith Administrators Customer Satisfaction Survey Shows Value of Call Center Training
SEATTLE-(Business Wire)-September 22, 2009 - Zenith Administrators launched a customer service training program to help manage the more than 1,000 calls they receive everyday from benefit member participants with important, and very personal questions concerning their benefits. Zenith manages health and pension plans as a third-party benefits administrator (TPA) serving 600,000 health plan members, managing 4.5 million claims each year and 135,000 retiree pensions for labor unions, trade associations, government entities and corporate employers.
Based on a customer satisfaction survey, Zenith call center service rankings topped all categories on a national customer satisfaction index.
Zenith retained Linda Chidester, a veteran office systems consultant, to create a TPA-specific protocol for incoming telephone calls and a training guide for customer service reps. “Many callers to Zenith may not fully understand their benefits, which gives them a feeling of vulnerability about a health claim or pension plan,” she said. “The goal of the customer service reps is to provide them with the information they are seeking so they better understand their plans and the benefits they are eligible to receive.”
Ms. Chidester customized training scenarios to reflect specific kinds of calls, and recorded the calls so customer service reps could listen to themselves from the customer’s perspective to review their tone of voice and inflection.
Zenith commissioned GMA Research to develop a TPA specific call center survey of 1,800 members across the U.S. that had a recent Zenith customer call center service experience.
“Zenith call center operators are in a customer centric area and ranked higher than the national index in terms of dealing with people — considering that people may be calling when they are dealing with a high stress event such as a medical emergency, the loss of a job, or the death of a loved one, these results are outstanding,” says Don Morgan, who managed the survey for GMA Research one of the largest independent market research firms in the U.S.
“The survey showed that Zenith customer service reps have empathy, they are problem solvers, friendly and very knowledgeable; the training that they received shows that they are doing an amazing job,” he said.
“Our customer service representatives are the voice of Zenith,” said President/CEO John Corapi. “The customer service training helped to reinforce the ‘soft skills’ that are so important when working with our participants to respond to their questions, and to handle each call in a way that the person feels valued and his/her needs are met.”
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