How Delta Dental Created a “Power Skills” Training Program with Results to Smile At

Our teeth are important, yet most people with dental insurance don’t think much about their policies until they run into a health issue — and having dental problems can be a stressful time, to say the least. It’s a time when good proactive customer service is most needed.

Delta Dental, the U.S.’s leading dental insurance provider, understands this struggle and strives to ensure they’re working for the maximum benefit of their clients. Since 1954, Delta Dental’s core purpose has been to advance oral health in the U.S. through dental insurance and philanthropic efforts. To date, they protect the smiles of 80 million Americans. Delta Dental’s contact center Customer Advocates understand that when clients reach out, they’re looking for answers and solutions to significant issues.

For a long time, the enduring customer service philosophy in business has championed the notion that speed and efficiency are the primary aspects of good service. And, while that’s still true, it is equally vital that consumers feel like their questions are answered thoroughly and honestly, and that their patronage is important to the organization. Speed alone will never satisfy all customer needs.

Delta Dental’s in-house learning and development team worked closely with Skillsoft to add “power skills” training to the roles-based training that was already in use. As a result, contact center Customer Advocates learned how to tap into those power skills: communications skills like empathy and emotional intelligence to build stronger, more supportive relationships with callers.

Delta Dental Plans Association is a not-for-profit brand that connects subscribers with the largest network of dental practitioners nationwide. Their core customer service goal is to provide quick answers and personalized whiteglove service. Delta Dental offers coverage in all 50 states, Puerto Rico, and other U.S. territories through a national network of companies, providing groups and individuals with quality, cost-effective dental insurance, and superior customer service. The Delta Dental brand that many recognize is made up of quite a few different organizations spread across the country to provide better regional service.

With such an expansive network, Delta Dental of California and affiliate companies thought it imperative to invest in learning for both incumbent agents and new hires to keep Delta Dental of California — which operates in 15 states, Washington, D.C., and Puerto Rico — a modern and competitive company.

Creating a learning culture is an effective way to navigate a business through ever-changing times. Over the last few years, Delta Dental has taken strides toward strengthening its learning culture, and as those efforts bore fruit, it became clear to the leaders at Delta Dental that investment in employees’ skills is a significant investment in business operations.

Ben Sieke, Director of Talent Development and Learning for Delta Dental of California, adheres to the maxim: “What gets measured, improves.” Ben has since championed using data to pinpoint what actions would be most beneficial for Delta Dental’s learning and development mission.

Delta Dental of California’s learning and development team wanted to go beyond simply tracking their Net Promoter Score when looking at customer service performance to focus on closing gaps in what the industry used to call “soft skills” — competencies like communication, empathy, resilience, change management, agility, and emotional intelligence. Companies like Delta Dental of California recognize these “power skills” as essential to their business. By adding power skills training to the existing roles-based training, Customer Advocates build stronger, more supportive relationships with callers. By introducing, building, and nurturing power skills, Delta Dental changed company culture.