Our client is a health insurance provider for millions of federal employees, their families and retirees. With more than 5.5 million participants and 66% coverage of the federal workforce, it is by far one of the largest providers.
The sheer diversity of federal employees crosses over a multitude of geographies and demographics, each of which has a unique set of attitudes, health concerns and customer needs. This creates an unusual challenge for the training of our customer care agents, as they need to simplify and impart complicated information to a wide-ranging population.
Prior to 2015, the client contracted with an outside third-party training organization that utilized antiquated training tools and materials. Their curriculum was as engaging as cramming for a college entrance exam. Cumbersome analog printed binders filled with dividers and tabs were used for both training and servicing customers, with agents frantically flipping through pages and searching for information and content. Instead of online autonomous updates, you needed a three-hole puncher to physically insert printed revisions into loose-leaf binders. The training process was tedious, boring, abstract and ultimately ineffective.
In 2015, Harte Hanks took over the responsibility for training, or rather retraining, all agents and ushered in the digital age.