Case Studies : Free & Clear®
Free & Clear Overview
Tobacco quit lines for 16 states and 100 employer health plans
195 coaching center agents
112 agents work from home
3,000 inbound and outbound calls per day
34% success rate
Telephone system: Avaya VoIP technology
Industry: Health Services
The Envision Performance SuiteTM solves key problems for Free & Clear on a daily basis:
Virtual workforce: 50 percent of our agents work exclusively from home.
Length of calls: A typical intervention call usually lasts an average of 20-30 minutes. The old tape recorder system could only hold two to three calls on a 60-minute tape for an agent.
Managing a library of tapes was cumbersome and time consuming.
Scalability: Free & Clear is growing rapidly and needs a solution that grows and expands accordingly.
Free & Clear is a nationally recognized company for tobacco cessation. Its program is consistently recognized by the American Association of Health Plans’ Managed Care Achievements in Tobacco Control Awards Program and is recognized by the CDC and Robert Wood Johnson Foundation as a model tobacco cessation program. Free & Clear helps its clients improve the health of their populations and control related costs by reducing the prevalence of tobacco use.
With over 20 years of developing and delivering proven scientific treatment programs, Free & Clear provides services that support health behavior change. With the support of partners such as the National Cancer Institute, the Centers for Disease Control and Prevention and the Robert Wood Johnson Foundation, Free & Clear has become a nationaly the development, evaluation and delivery of evidence-based behavior change programs across the U.S.
Free & Clear helps people succeed in overcoming their dependence on tobacco by employing evidence-based treatment methods. Free & Clear currently runs the tobacco quit lines for 16 states across the country and contracts with more than 100 health plans and employers to provide tobacco cessation services.
The Free & Clear Coaching Center is the center of the organization’s operation, as the essence of its mission is working with participants to eliminate their tobacco habits. It is staffed with 195 agents; 112 of whom work from home. Seventeen supervisors work with the agents in handling hundreds of new enrollments and interventions each day.
Before implementing Envision’s solution, Free & Clear used voice-activated tape recorders that were spliced into the phone line to record calls for evaluation. Supervisors had to plan when to record a call, then manually start and stop the recording. If a supervisor was out for a week, the supervisor’s team did not get recorded for that week. All evaluations were first recorded on paper. After evaluating a call, supervisors would enter high-level evaluation data into a separate database. From time to time changes were made on the paper evaluation form of skills to be monitored, but the database was not updated with the changes. Also, if an agent requested that a particular call be evaluated, the chances were the call had not been recorded.
With the Envision Performance Suite, Free & Clear can record more calls than was possible with the tape recorder system. Agents can receive feedback on a particular call of their choosing because there’s a much greater likelihood that the calls were recorded. The solution records agents’ screens, helping supervisors identify knowledge and skills gaps, improving center efficiency and effectiveness.
With the Envision Performance Suite, Free & Clear has a flexible and scalable solution that can meet its needs today and support future growth. By partnering with Envision, Free & Clear has the support it needs to improve agent performance in a distributed environment improving center efficiency and effectiveness in helping thousands of clients improve their health.
New recording solution increased number of calls recorded from 510 calls per month to 51,000 calls per month
Easy-to-use solution increased the effectiveness of coaching sessions because agents could review calls beforehand and actively participate in the process
Recorded screen shots allowed supervisors to identify agent knowledge and skill gaps and coach to improve agent efficiency and effectiveness
Purchase Decision Factors
- Envision is a local company
- Envision's understanding of customers’ business and financial needs
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About Free & Clear:
Free & Clear, Inc. is the leading provider of coaching-based tobacco treatment services for health plans, employers, and government organizations. Free & Clear helps its clients improve the health of their populations and control related costs by reducing the prevalence of tobacco use. More than 50 million people have access to the Free & Clear Quit For Life Program, which has had its proof of effectiveness published in multiple peer-reviewed, scientific journals over the course of nearly 20 years. Free & Clear is based in Seattle, Washington.
Deliver Customer Experience without Compromise Envision Centricity™ enables superior team performance by delivering all the tools you need for complete workforce optimization (WFO). Through a customizable, easy-to-use console, you can capture, aggregate, monitor and analyze all the information you need at the agent, center and enterprise levels. Centricity includes Envision’s Click2Coach and Workforce Management solutions and is backed by our Performance Assurance Program
Published: Wednesday, October 3, 2007