CASE STUDY
Streamlining Contact Center Operations: Improving AHT and Production for a Global Disability & life Insurance Company
About The Client
Client: Provides Employee Benefits, Disability & Dental Insurance | Process / Function - Contact Centre | Team Size - 180 | Geography: Philippines
The Challenges
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
Achieved over an 12-month period through consistent behavioral coaching.
7%
Month-on-Month Improvement in Production Hours:
The team maintained a steady upward trajectory in overall output.