Driving Operational Excellence: How Behavioral Nudging Boosted Performance for a Fortune 5 Healthcare Enterprise
The Challenges
Elevated Average Handle Times (AHT): Inefficiencies in call handling were leading to longer wait times for members and increased operational costs.
Inconsistent Resolve Rates: Performance across various teams was fragmented, with significant variance in the ability to resolve member issues during the first interaction.
The enterprise needed a solution that could drive consistent behavior across a large, distributed workforce without relying solely on traditional, time intensive management oversight or intervention.
The Solution
To address these challenges, the organization deployed the worxogo Nudge Coach, designed to provide personalized, bite sized guidance to agents on their key performance indicators. The Nudge Coach focused on the "getting it right the first time" philosophy, critical for client’s business goals. By utilizing behavioral science and AI, the nudge coach delivered:
Personalized Nudges
Personalized nudges tailored to each agent’s specific KPI data, encouraging them to focus on quality and efficiency.
Behavioral Alignment
Shifting the focus from mere speed to "right-first-time" resolution, which naturally stabilizes handle times.
Continuous Engagement
A consistent feedback loop that empowered agents to take ownership of their performance benchmarks through small, manageable behavioral changes.
The Outcomes
The implementation of worxogo’s behavioral nudging led to a measurable improvement in both efficiency and quality metrics. By targeting the underlying behaviors that cause friction in the workflow, the team achieved:
30%
Reduction in Average Handle Time (AHT)
By identifying and targeting specific inefficiencies in how calls were managed, the Nudge Coach helped agents streamline their interactions without compromising service quality.
28%
Increase in Cases Resolved
The focus on consistent behavioral nudging led to a significant jump in the total volume of successfully resolved cases, ensuring that more members received the help they needed in a timely manner.