Quality Initiatives

Insurance providers conduct most client interactions over the phone. Yet management has next to no ability to review how front-line staff actually engages each client. This lack of management oversight leads to a situation where mediocre performance goes unchecked and is often the norm.

blueButler iDR records every phone call as an MP3 file and stores them in a secure database that is instantly available for management review. Management can now review actual conversations with clients, rate each employee’s performance against objective Evaluation Scorecards and use actual calls as training material on how to handle various situations. Scorecards can be used to evaluate how staff conduct themselves on the phone, including:

Are they pleasant? Do they remember to repeat the client’s name? Do they thank each caller before ending the call? Do they have good “phone etiquette”?

How do they handle upset callers? Do they know how to ask open-ended questions? Do they have good listening skills?

Do they try to up-sell the client? Do they control the conversation? Are they knowledgeable on the products they are offering? Do they remember to discuss any compliance issues?

Regular coaching and feedback is known to improve overall performance and there is no better tool than call recording as an unbiased method of supporting overall quality objectives.