Training Innovation Helps Health Plan Client Reduce member Escalations by 54% during Cyclical Events
Training Innovation Helps Health Plan Client Reduce member Escalations by 54% during Cyclical Events
3 PagesResultsCX helped a major Medicare Advantage health plan reduce member escalations by 54% during cyclical volume spikes by transforming training into targeted, cyclical installments aligned with real work demands. This approach improved agent readiness and performance, reducing dropped calls, improving issue resolution, and enhancing quality scores. ResultsCX’s training innovation significantly boosted member experience and satisfaction while managing high call volumes effectively during critical periods.
