GMHBA are proud to operate a small local contact centre providing a high level of service, running an effective and efficient operation in Geelong to support an ever growing member base. Increasing complexity within the Private Health Insurance industry, technology trends, rapid growth and a multi branding approach prompted us to conduct a health check of our contact centre. CCA came highly recommended from a number of sources and were flexible with other commitments, at very short notice, to tailor a health check program specific for GMHBA.
CCA provided a thorough independent review of our operations, and provided a number of recommendations to drive performance, efficiency and improved service delivery. The health check focussed on a number of key areas including structure, workforce management, individual and team performance, KPI targets, measurements, floor management, technology and quality standards.
Steve Pels quickly built a good rapport with the team, management and key stakeholders as he conducted the health check. Steve delivered a high quality report outlining a series of recommendations specific to GMHBA’s needs. The recommendations were prioritised with a suggested implementation road map to ensure we took advantage of both short term quick wins, and long term sustainable improvements.
We are grateful to Steve and CCA for their support, they were highly reliable and I would have no hesitation in recommending them to others who have a similar need.