Make that sensitive call easier to have.
Explaining a denial to a worried person takes accuracy and warmth together at once. Both are trainable.
Hundreds of seasonal hires need to be ready the day the phones open… not the week after.
Required language becomes part of how an agent talks, rather than something read off a screen.
Survey results carry real money. The calls behind those scores can be practiced and measured.
Rehearse the denial, the appeal and the claim, before a real member or a policyholder is on the line.
A seasonal team gets to standard in days, so the first week of the season is as good as the last.
Your compliance scoring runs on every interaction, so the score is complete rather than extrapolated.
Find which behaviors drive member experience results, then coach the whole team on them.
"We’re working smarter now. We’re more effective across business units, we’re making sure the calls get done, and everything is getting into the system seamlessly. The next step is to build deeper and smarter."
"With Zenarate, whether it’s our in-house classes or our vendors, it’s the same information getting to every learner. We know that we’re being consistent, and we’ve never had that before."
TruGreen reduced onboarding time by 50%, saved over $3M, and improved new-hire performance with Zenarate’s AI simulation and coaching platform.
"Zenarate let us roll out AI-powered coaching everywhere without disrupting our teams. It's rare to find a partner that delivers innovation and stability together."
Practice scenarios are built from your own material and can be written without member data in them. Where real transcripts are used for analysis, they’re redacted first. This is a conversation your privacy team should have with ours early, because the answer depends on how your data is held.
That’s the most common reason plans come to us. A seasonal cohort practices enrollment conversations before the season opens, and certification tells you who’s ready for live members while there’s still time to do something about it.
Yes, and it is one of the few places where a training investment connects to a measured outcome. Conversations get analyzed for what actually drives better member experience results, and those behaviors become what the rest of the team practices.
It does. A claims conversation after a loss and a benefits conversation after a denial have the same shape. Something has happened to the person calling, the answer sits in a document they cannot easily read, and how it’s explained determines what happens next.
QA tells you whether an agent followed the process on the calls somebody reviewed. Zenarate runs your scorecard across all of them, then goes further and builds the coaching and the training behind what it finds. Many clients keep their QA vendor and use us for the part a scorecard cannot do.
SOC 2, with support for PCI, HIPAA and GDPR requirements. Identifying information is redacted when transcripts come in, and access is controlled by role. Your security team’s review gets answered in full, with the documentation behind it.
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