Trustmark Solutions

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Trustmark Solutions

Trustmark provides access to a full spectrum of flexible benefit solutions, including benefits administration, payroll-deducted voluntary products, group medical benefits, and health and fitness management programs. Trustmark subsidiaries and operating divisions include CoreSource, HealthFitness, Starmark and Trustmark Voluntary Benefit Solutions. What began as a one-desk office in Chicago circa 1913 has grown into a nationwide network of companies employing more than 4,300 people and serving millions of customers. Now and in the future, Trustmark remains a mutual holding company managed for the benefit of its clients. The success of each Trustmark company is based on building and maintaining trust through personal, responsive service and flexible benefit solutions.

The Challenge in Trustmark Contact Centers

Like many Trustmark contact centers, the office in Mequon, Wisconsin, is dedicated to providing the best service to customers. Supervisors there were so committed to improving service and training programs that they spent significant time and effort “live” monitoring and assessing calls in progress and then manually compiling results. These audits included ten different evaluation criteria. The results were subsequently shared with agents. The auditing process was tedious. They were unable to jointly review the actual call with the agent to better understand the audited results. Trustmark needed a better solution. Carilyn Carlson, Administrative Manager, explains, “We needed a more automated way of auditing agents’ phone calls without doing the old-fashioned call/observe or live monitoring.” Beverly Bolz, Trainer and Documentation Specialist, also commented that, “The Company needed the ability to select and review certain recorded conversations in order to focus on areas that required training.”

The Solution

Having checked with other Trustmark offices that were already using Encore®, the Mequon office determined Encore would not only automate its quality management process and meet its requirements, but also work well with the upgrade of its Avaya communication (phone) system which was taking place at the same time. The Encore solution installed in the Mequon office includes Encore’s CT (Computer Telephony) Integration for a hybrid Avaya solution, using both VoIP and digital station sets…

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