Every industry is feeling the impact of 2020 differently. For insurers, one new challenge is remotely onboarding new contact center agents—especially during open enrollment. This is a challenge every year, and during a global pandemic all of the challenges are magnified: training new agents to learn your systems, manage the conversation, make sure they capture customer information correctly, ensure compliance, and hit their call metrics. Whether your agents are remote or in the office, their needs are different this year and your work requires a different approach – a guided conversation tool that plugs into your CRM.
Let’s face it. The CRM tools you are using don’t do enough to address the reality we’re facing. When it comes to ensuring compliance, onboarding new reps, and routing calls quickly and precisely, no one could have anticipated a global pandemic. And as you train your reps, there are so many clicks and “shortcuts” to learn—it makes ramp-up overwhelming. In a normal year, many firms suffer high turnover, training costs, and lengthy onboarding time. And if you’re not prepared this year, the business of open enrollment could be a minefield.
As new hires work to produce results and meet targets, they must trust their training and stick to the script—questions must be answered the correct way and proper steps in the process must be followed. Agents and leadership must constantly consider the highly regulated nature of their industry, while developing strategies to guide agents through the call simply. With Cue®, your agents can have customized conversation guidance at their fingertips, from scripts and prompts to common objections and FAQs—ensuring compliance, reducing call times, and routing calls faster. In fact, the average Cue user sees a 50% reduction in training times. Get your reps trained and on the floor faster, save money, and reduce headaches for everyone.
Good conversations are the lifeblood of your business and ours. Ensure your agents can better assist customers, streamline training, reduce talk time, and eliminate after-call work—all with the confidence that they possess the right tools to engage every person they speak to.
If you’re interested in learning more about Cue, please submit your information and a Cue representative will reach out to you within 1 business day.