Customer Success Story
Employee Benefit Risk Management Services
Industry: Health Insurance Administration
Employee Benefit Risk Management Services (EBRM®) Inc., located in Oak
Brook, IL, was founded in 1976 and is licensed as a general agent in 49
states. As a general agent, EBRM provides administrative services to insurance
agents. This includes activities such as preparing quotes, ensuring cases
are completed correctly prior to carrier submission and handling service
issues between agents and carriers.
More than 4,000 agents with policies totaling more than $300 million in
premiums work with EBRM. The company's 54-member staff includes in-house
underwriters and highly trained customer service representatives versed
in medical terminology and specifics of carriers' policies.
Business Challenge
Due to its high volume of telephone calls and the vast array of regulations
with which the company must comply, they discovered a call recording solution
was the best approach for training and review of staff interactions.
Solution
The company purchased and installed Tracer in 2006.
Features that have proven particularly useful for EBRM include:
- Evaluation: Calls are regularly retrieved and audited to ensure
compliance and for sharing with staff members as positive examples.
- Call Search: Tracer's easy to use interface and powerful search
capabilities allow EBRM staff to locate calls quickly, using any one of
a variety of available search criteria.
- Text-Based Annotation: EBRM supervisors use text-based annotations
associated with the call to provide details on what parts of a given call
are well-performed and what parts need improvement. Calls and annotations
are then securely shared with staff members.
"[Annotation] is a really cool feature," said EBRM customer service
manager Renee Seguin. "If you want to pull a call and say, 'This customer
is upset,' we can add an annotation mentioning that. What also is nice is
you can dissect a call now. You can say, 'This part of the call isn't so
good.' We're excited about being able to attach the audit sheet."
Additional benefits for the company have included:
- Staff Training: Both marketing staff and customer service agents receive
extensive, ongoing training using their actual calls to highlight both
strengths and weaknesses in their individual performance and to work out
methods of improvement.
- Call Auditing: Calls are regularly reviewed for quality of service and
regulatory compliance.
- Process Adherence: EBRM uses scripts and other sales tools to ensure
consistency of service. Calls are regularly reviewed to ensure agents
and CSRs adhere to the appropriate language.
An unexpected benefit EBRM has enjoyed is OAISYS' commitment to service
and training. Regarding the OAISYS product trainer she said, "He was
wonderful. He taught us a lot just by staying with us on the phone for an
additional hour even after our scheduled training time had concluded."
About Tracer
Tracer is the industry’s leading digital recording solution for contact centers. Tracer utilizes patent-pending OAISYS
Portable Voice Document (PVD™) technology to capture telephone-based interactions as digital call recordings, or voice
documents, that are available to store, organize, playback, annotate and share with others as needed. This core PVD
functionality is paired with Tracer’s advanced contact center management features, including employee performance
evaluations, the ability to live monitor calls, generate quality and resource utilization reporting and synchronized
desktop video recording capabilities. Tracer is compatible with business communication systems from Avaya, Mitel,
Toshiba, Shortel, and many other standards-based IP and legacy TDM systems.
