Streamlining Contact Center Operations: Improving AHT and Production for a Global Disability & life Insurance Company
The Challenges
The client’s team faced inconsistencies in call management and overall output:
Call Time Inconsistency:
Average Handle Time (AHT) varied significantly between agents, with many spending excessive time on calls.
Stagnant Productivity: The client required a steady month-on-month increase in total
production hours.
The Solution
By deploying the Nudge Coach, the team targeted the specific behaviors that drive call efficiency:
Behavioral Benchmarking
Helping agents identify and reduce outliers in call time.
Consistent Feedback
Empowering agents to make small adjustments to their daily production hours.
The Outcomes
4%
Reduction in AHT
A substantial increase in the time agents spent on
core processing tasks.
7%
Month-on-Month Improvement in Production Hours:
The team maintained a steady
upward trajectory in overall output.