Challenge:
Kaiser Permanente hired 300-600 call center temps during open enrollment periods to handle the influx of consumer inquiries. The temps were siloed, sitting idle 60% of the time, and quickly lost engagement in their work.
Background:
The call center temps were split into six different teams, each trained on a specific function of enrollment. The enrollment process included open enrollment window notification mailers, initial inbound calls, plan explanation, eligibility checking, clarifying question calls, enrollment, discuss premium amounts, and final enrollment mailers. The temps were sitting idle because they were only trained in siloed functions, and had nothing to do after answering the questions they were trained in. Further, the temps were union workers, and took inconsistent time off, further affecting the team.
Solution:
AlignStra developed an innovative, gamified playbook with strategy and execution management plans for the personnel. This included contingency cross-departmental training, risk mitigation, skill enhancement, call center mechanics, and incentives. The tactics included:
- Cross training: The temps who were answering inbound enrollment calls were also trained on plan variations. The temps filling out consumer information were also trained on plan validity, etc. Therefore, the team who managed the first cycle could help the second cycle.
- Immediate Recognition: While management walked around the office to monitor the team, they placed a balloon on the desk of temps who were being extra nice.
- Meeting Recognition: Each team had 10-minute stand-up meetings, twice per day. The best performer of the day, based on number of calls and quality, received recognized at the upcoming meeting.
- Full Break Rooms: Temps were given a break room with coffee and snacks.
- Path development: Top performers were selected to shadow the supervisors for a week.
- Contingency Plans: Created seven different booklets and techniques for the teams to study.
Results:
Kaiser Permanente reduced their total personnel costs by 28%, equated from number of temps and time on the job. AlignStra’s solution boosted attendance, decrease the number of temps required, increased job satisfaction, and knowledge flow. Having paths for career advancement increased engagement and interest, leading to better decision making and goal setting. John Smith, VP Personnel, Kaiser claimed “Our management team felt good because our people felt good. The team really loved the treats, skill enhancement, and being more busy. It was our most successful enrollment period yet.”Alignstra also received the Kaiser Permanente Strategic Award of Excellence for this project.
To have AlignStra solve your operations challenges, contact info@alignstra.com