All customer contact advisers happy on board
Every year, 600 new customer contact advisers start work at Zilveren Kruis. They provide the personal contact for customers and are the calling card for the health insurer. At the end of each year, these people are under increased pressure: during peak weeks, around 1,200 advisers are on the phone.
How do you ensure that all new colleagues can get to work fast, but above all happily? Working together with Zilveren Kruis, we developed a new onboarding journey. A perfect, scalable experience for dedicated and self-assured customer contact advisers.
- Onboarding time was reduced by 8 hours
- Two-thirds fewer drop-outs compared with the existing programme
- The new onboarding journey is widely supported by internal stakeholders
- And most importantly: Measurably happy customer contact advisers!