http://www.impactlearning.com/

1. impact learning systems
SUCCESS CASES case #5
Improving Customer Satisfaction and Retention
Situation
The Blue Cross Blue Shield Federal Employee Program needed to improve customer
satisfaction scores for an outsourced customer service department of 200 people. They
also needed to put a program into place to assure they met their annual customer re-
tention goal. The company turned to Impact Learning Systems for help.
Action Taken
To improve customer satisfaction scores and assure the customer retention goal was
met, Impact Learning Systems:
• Developed a training program to teach product knowledge, customer service skills,
and system use.
• Partnered with the telemarketing vendor to develop a monitoring and coaching
program that incorporated their current coaching techniques with the client’s re-
quirements for call quality.
• Worked closely with the client and their telemarketing vendor to develop scripts
and call-branching.
• Developed paper-based performance support tools in the form of mini-scripts and
call guides.
• Designed an extensive online performance support tool to allow representatives to
retrieve information to help them answer caller questions.
• Worked closely with the client to be sure technical content was presented in a “cus-
tomer-friendly” manner.
• Provided a project manager, two supervisor trainers, two training managers, and a
staff of trainers to complement the client’s own training staff in delivering a two-
week program at two separate locations.
• Provided four project managers to monitor calls and coach both CSRs and supervi-
sors.
Results
Blue Cross Blue Shield exceeded their customer retention goal. In the area of customer
satisfaction, a survey of customers by The Gallup Organization indicated the following:
• 98% of customers said their call was treated in a professional manner.
• 91% said the CSR quickly understood why they called.
info@impactlearning.com • 92% said the response they received was given in a clear and understandable
fashion.
 805-781-3283
Toll Free: 800-545-9003
• 91% said the response they received was accurate as far as they knew.
www.impactlearning.com • 96% said the service they received was outstanding, very good, or good.