A stagnant training program is a hidden liability. Leadership knows they should continuously evaluate their learning ecosystems, yet other priorities often get in the way.

Our client tackled the challenge head on: Recognizing that a curriculum audit would reveal hidden strengths, critical weaknesses, and new opportunities, a major healthcare payer turned to TTEC’s Learning and Development experts to conduct a comprehensive assessment of training.

The end game was clear: Enhance skills, technical proficiency, and customer satisfaction to accelerate sales of healthcare plans across two important lines of business.

Challenge

As the organization evolved, widening gaps emerged between the legacy training content and the skills and proficiency healthcare advocates needed to succeed.

The existing curriculum was not effectively aligned with the payer’s goal for advocates to take a more active role in sales. The training curriculum suffered from inconsistencies not only in relevance of content but also delivery methods and learning outcomes.

The payer’s training program required a comprehensive redesign with a sharp, renewed focus on driving sales and maximizing member retention.

Our solution

To bridge this gap, TTEC initiated a rigorous curriculum audit engaging multiple stakeholders in an evaluation of the existing program. We conducted a series of structured “reflection sessions” with the payer’s sales leadership, operations, and learning and delivery (L&D) teams to identify what was working, what required a fix, and insights that would guide continuous improvement. Cross-functional collaboration was key.

Among the effective tactics to be preserved: Scenario-based learning, peer mentoring, on-the-job shadowing, and digital tools for microlearning. Core sales techniques and retention strategies were in greatest need of improvement.

The redesigned solution focused on equipping healthcare advocates with the mindset and skills necessary to drive revenue and foster member loyalty. The updated curriculum prioritized critical areas such as consultative selling, handling complex customer objections, and proactive retention strategies.

To ensure associates were floor-ready, TTEC integrated its award-winning RealSkill AI bots into the learning journey. This enabled associates to engage in realistic role-playing exercises and practice new skills in a safe, simulated environment before advancing to live calls with members.

Content was further refined through consultations with subject matter experts and input from top-performing contact center advocates and leaders, alongside a newly standardized quality assurance (QA) framework. This collaborative approach ensured the new hire training supported digital transformation while empowering healthcare advocates to drive revenue from day one.

Results

This strategic change management initiative successfully modernized training across two critical lines of business: Individual and family plans (IFP) and Medicare sales. The curriculum audit and subsequent redesign delivered measurable results for both lines of business:

QA accuracy among IFP plans rose to a consistent 96%, an improvement of 13%, driven by effective training and coaching. Meanwhile, IFP customer satisfaction surged from 71%  in the nesting stage to 90% in four weeks’ time, a rise of 27%. This upward trend indicates strong performance momentum.

Technical proficiency among healthcare advocates assisting members rose from 87% to 90% year-over-year, a meaningful gain in skill retention and growing technical competence. More than 90% of healthcare advocates rated the training highly for engagement, relevance, and preparedness.

For the other line of business, Medicare sales, QA accuracy also rose to 96% on average. CSAT in Medicare sales immediately increased, from 76% during nesting to 87% in two weeks’ time, reflecting growing advocate confidence.

Technical proficiency among healthcare advocates in Medicare sales rose from 86% to 89% on average, demonstrating successful knowledge reinforcement. Learner satisfaction matched the IFP group, with more than 90% of associates rating the training highly. Both learners and trainers had positive feedback to share:

“I actually like the bots a lot — how they help me without a tone of voice or bias so I can get better.” 

“The training was comprehensive. The roleplays, bot, and the flexibility of the trainer and his technical know-how really helped me navigate through the training smoothly.”

“What I liked most about my training experience was the opportunity to listen to sample calls.”

“The opportunity to develop a script to help with call control. The plethora of knowledge articles and the ability to explore Salesforce in the sandbox.”