After the launch CIP, our Contact Center saw an uptick in broker calls on billing-related topics. CIP offers more functionality, new billing options and new folders/tabs, and it became apparent that additional training support was needed to educate brokers on how to use these features.
Gary Van, National Billing Analyst, and Kevin McGuirl, Manager – Broker Utilization, offered eight live webinar sessions from June through September. These informative and engaging seminars focused on the following topics:
In total, 318 brokers and 32 internal employees attended the webinars. (Some even attended twice!) We are pleased to report that the training sessions not only improved broker billing knowledge, but also helped reduce phone calls to the billing line. This is a win-win for our Contact Center. Given the interest and success of the 2018 training sessions, a new webinar schedule will be available soon for 2019.