Enhancing Customer Experience: Reducing Hold Times and ACW for Global Property & Casualty Insurance Company
The Challenges
The Team’s customer experience (CX) was being negatively impacted by two friction points:
Extended Hold Times:
Customers were frequently put on hold while agents attempted
to resolve issues.
High After Call Work (ACW): Agents were spending too much time resolving issues after the call had ended, rather than during the interaction.
The Solution
The Nudge Coach encouraged agents to prioritize "First Call Resolution" behaviors:
Real-time Resolution
Nudging agents to resolve issues during the live call to minimize post-call administrative tasks.
Wait-Time Reduction
Focusing on the behaviors that lead to frequent hold times to improve the customer's journey.
The Outcomes
15%
Reduction in After Call Work (ACW)
Agents streamlined their post-call
processes significantly.
10%
Reduction in Hold Time
Direct improvement in CX by ensuring faster, more
continuous interactions.