The challenge

Healthcare advocates struggled with the knowledgebase. This vital resource was essential for handling inbound calls, member questions about biometric screenings, wellness programs, rewards and redemption, and more.

Circuitous navigation frustrated associates who shunned the knowledgebase and sought answers instead from subject matter experts, leading to delays, harming employee and member experience as well as call quality.

Our solution

Our strategy focused on improving the quality and relevance of the knowledgebase, making it a more useful tool for advocates — a one-stop shop. We partnered with the client to determine what information healthcare advocates needed to best assist members.

As we analyzed the root cause of the issue, we zeroed in on the content structure of the knowledgebase as the main problem. We reprioritized the resource materials, structuring them so that the most-used and most-relevant information was delivered first, and the least-relevant content was delivered last.

Restructuring the way in which knowledgebase content was delivered to associates provided instant benefits: Namely, it allowed associates to locate the information they needed much more quickly. Throughout the process, associates were encouraged to provide feedback to ensure these improvements aligned with their needs.

The results

The business’ main KPI metric — quality — improved after the knowledgebase was restructured, with quality scores increasing 3%. The monthly target goal was a 90% QA. Based on the most recent available data, the associates consistently met or exceeded that target in a six-month period — and even reached a 94% QA.

Feedback was solicited from associates about their experience working with the restructured knowledgebase and 79% of respondents said the new structure was extremely useful. Among the rave reviews:

“KB [knowledgebase] is our work Bible. It helps provide members the best answer.” — Joana

“It’s our guidebook. Personally, it’s my lifeline for the programs!” — Cynthia

“All information is outlined and organized well enough to understand the entire program, depending on the client.” — Michael