At the Texas Department of Insurance Consumer Protection Call Center, a clear trend emerged—average call times were rising, and escalation rates were significantly higher for six specific types of consumer calls. While most calls averaged around 2 minutes and 3 seconds, these challenging scenarios stretched between 5 and 8 minutes, depending on the representative. The extended durations not only impacted efficiency but also increased wait times for other callers, prompting a targeted training intervention.
Frontline staff faced six difficult call types that often escalated, increasing supervisor workload, extending wait times, and frustrating both customers and staff.
The primary goal was to shorten handling times for six challenging call scenarios while preserving empathy and service quality. To achieve this, a hybrid training program was created, blending asynchronous eLearning for strategies and techniques with live classroom sessions using simulations and role-play for practical application. The program was then embedded into new hire onboarding to ensure lasting results.
Within three months, the program delivered a 35% reduction in call times and a 18% reduction in escalations. Staff reported greater confidence and consistency in de-escalating difficult conversations, while leadership praised the initiative for boosting efficiency and customer satisfaction. The success led to the training becoming a standard component of new hire onboarding, ensuring its continued impact.
