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MTM - Customer Service Training Team

Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

Company: MTM, Lake St. Louis, MO
Company Description: MTM is one of the nation’s most experienced, established and qualified non-emergency medical transportation brokers. Leveraging our resources and experience, MTM offers a spectrum of healthcare and public transit services that help our clients align incentives, reduce costs, and increase member and passenger satisfaction.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Training Team of the Year - Other Service Industries

Nomination Title: MTM's Outstanding Customer Service Training Team

Tell the story about what this nominated team achieved since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

MTM Training strategically partners with executive leadership to achieve organizational goals. To do this, every training request starts with a training intake process that applies the new world Kirkpatrick model. All requests are vetted, ensuring alignment with executive direction. MTM Training is proven to achieve success through the increase of net revenue. In 2016, revenue increased $71 million over 2015, a 15.3% net revenue growth (Kirkpatrick 4). To increase ROI, MTM Training consistently re-evaluates the performance of training and refocuses to move the needle even further.

In the non-emergency medical transportation (NEMT) industry, contracts expire every two to five years; therefore, it isn’t enough to just achieve client expectations—MTM has to exceed expectations. To remain competitive, MTM executives steer the organization through a shared mental model with training. This approach is applied with lean principles, and as a result, have changed the way MTM Training operates to achieve greater results, including 467% net revenue increase over the past seven years. In 2017, MTM Training acquired additional teams and resources, increasing our organizational reach to achieve executive goals. In fact, all MTM Training staff have shared goals—growing our business, cutting costs, and improving the customer experience. At MTM, every training leads to the same Kirkpatrick Level 4 result: increase in net revenue.

MTM Training stands out in the training industry because MTM doesn’t just educate staff on specific skills; our staff arrange transportation for life-sustaining and -enhancing appointments. If an employee fails, a life could be lost or negatively impacted.

Across the country, MTM's instructor-led classroom training, e-learning, and customized learning plans measure Kirkpatrick Level 3 by monitoring:

  • Employee engagement and satisfaction
  • Leading indicators
  • KPIs and goals

In 2017, MTM Training achieved exceptional results by focusing on three key goals:

Focus on operational excellence through lean organization transformation, using value stream mapping with executives. MTM Training participated in several value stream sessions in 2017, including recruiting, onboarding, and employee engagement. One result from this was the implementation of a streamlined interviewing process, which removed hassles for applicants and hiring managers and led to better hires. After training, the St. Louis office had a reduction in attrition of 8.54% in May (year over year), displaying Kirkpatrick's Level 4.

Improving and leveraging technology. In 2017, MTM invested in several new technology platforms: Salesforce, Innotas, Workday, and Reveal. MTM Training carefully realigned the department to meet the new needs of the business. This reorganization allowed specialized training teams the ability to focus on specific facets of the business. One result was customer service efficiency improvement through the implementation and training of an automated informational screen that provides CSRs with necessary information. MTM's Aetna of Illinois plan average call handle time was reduced by 593.63 seconds (Kirkpatrick 3). This reduced company cost by $14,840,750 (Kirkpatrick 4).

Use core values to promote a culture of collaboration and train teams to be the best in the industry. MTM Training refocused on employee engagement through collaboration to ensure all employees understand their impact on the larger whole of the company. One example is the introduction of New Hire Orientation (NHO) to our LLC family of companies. The introduction of this NHO with an enhanced focus on culture, values, and vision produced a Level 4 result of a 3.77% reduction in attrition over last year. This reduction is even more impressive when comparing to the industry standard attrition rate of 45% versus the MTM rate of 7.3%

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