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Customer Success Story

Employee Benefit Risk Management ServicesEBRM

Industry: Health Insurance Administration
Employee Benefit Risk Management Services (EBRM®) Inc., located in Oak Brook, IL, was founded in 1976 and is licensed as a general agent in 49 states. As a general agent, EBRM provides administrative services to insurance agents. This includes activities such as preparing quotes, ensuring cases are completed correctly prior to carrier submission and handling service issues between agents and carriers.

More than 4,000 agents with policies totaling more than $300 million in premiums work with EBRM. The company's 54-member staff includes in-house underwriters and highly trained customer service representatives versed in medical terminology and specifics of carriers' policies.

Business Challenge
Due to its high volume of telephone calls and the vast array of regulations with which the company must comply, they discovered a call recording solution was the best approach for training and review of staff interactions.

Solution
The company purchased and installed Tracer in 2006.

Features that have proven particularly useful for EBRM include:

  • Evaluation: Calls are regularly retrieved and audited to ensure compliance and for sharing with staff members as positive examples.
  • Call Search: Tracer's easy to use interface and powerful search capabilities allow EBRM staff to locate calls quickly, using any one of a variety of available search criteria.
  • Text-Based Annotation: EBRM supervisors use text-based annotations associated with the call to provide details on what parts of a given call are well-performed and what parts need improvement. Calls and annotations are then securely shared with staff members.

"[Annotation] is a really cool feature," said EBRM customer service manager Renee Seguin. "If you want to pull a call and say, 'This customer is upset,' we can add an annotation mentioning that. What also is nice is you can dissect a call now. You can say, 'This part of the call isn't so good.' We're excited about being able to attach the audit sheet."

Additional benefits for the company have included:

  • Staff Training: Both marketing staff and customer service agents receive extensive, ongoing training using their actual calls to highlight both strengths and weaknesses in their individual performance and to work out methods of improvement.
  • Call Auditing: Calls are regularly reviewed for quality of service and regulatory compliance.
  • Process Adherence: EBRM uses scripts and other sales tools to ensure consistency of service. Calls are regularly reviewed to ensure agents and CSRs adhere to the appropriate language.

An unexpected benefit EBRM has enjoyed is OAISYS' commitment to service and training. Regarding the OAISYS product trainer she said, "He was wonderful. He taught us a lot just by staying with us on the phone for an additional hour even after our scheduled training time had concluded."

About Tracer Tracer is the industry’s leading digital recording solution for contact centers. Tracer utilizes patent-pending OAISYS Portable Voice Document (PVD™) technology to capture telephone-based interactions as digital call recordings, or voice documents, that are available to store, organize, playback, annotate and share with others as needed. This core PVD functionality is paired with Tracer’s advanced contact center management features, including employee performance evaluations, the ability to live monitor calls, generate quality and resource utilization reporting and synchronized desktop video recording capabilities. Tracer is compatible with business communication systems from Avaya, Mitel, Toshiba, Shortel, and many other standards-based IP and legacy TDM systems.