Case Study - Medical Services Company

Tags: Customer Interactions,Investing in Customer Service Training,Case Study
Feb 27, 2017

Client Challenges and Business Requirements

Our client was seeking a long-term partnership with an organization that could support their rapid and significant growth while being complementary to their people-centered culture. The goals of the training included providing best-in-class customer service, and implementing a quality call monitoring program and protocol that would enhance employee effectiveness and offer industry-recognized certification programs that support employee professional development. In addition, they were seeking a Train-the-Trainer option that would allow their staff to provide training and gain ongoing education to support program enhancements.

Bonfire Approach

Bonfire tailored the training to their business and processes, including integrating the training with multiple departments with many different responsibilities and business goals. Our instructional designer was able to incorporate their company values into the training, as well as some additional communication training that they had previously presented and wanted to reinforce in tandem with our program. Our trainer learned the material and presented it seamlessly with our program. As a result of this collaboration, all workbooks and materials were co-branded for this company initiative, and Biologics trainers were certified to deliver classes on an ongoing basis once all employees were trained by Bonfire. A follow-up plan for sustainability was created, including a peer leadership program, daily huddles in the contact center, and coaching/accountability calls after the training with the Bonfire trainer and Biologics leadership team.

Benefits and Outcomes

Courtesy and professionalism are improved. Coachable standards were created and implemented for quality assurance. Ongoing support continues through coaching calls, customized newsletters, employee engagement surveys and more.