Read how this Fortune 100 Insurance GCC increased their Claims Team productivity by 19% while improving the team’s utilization and quality metrics.
Client Overview
A Fortune 100 North American healthcare company with global operations. The Insurance Global Captive Center (GCC) located in India, Philippines was looking to improve their Claims team’s productivity.
Key Challenges
Increase Productivity
Improve Utilization
Maintain Quality Benchmarks
The Claims team for the Insurance Global Captive Center (GCC) was a hybrid team that was working in-office and remotely. The management wanted to ensure that each associate was being productive consistently and hitting SLAs.
Moreover, the management wanted to improve the team’s efficiency while ensuring that the team maintains their quality metrics at a high level.
Nudge Coach Deployment
The Insurance company’s Global Captive Centers (GCC) deployed worxogo Nudge Coach. Based on the Nobel prize-winning concept of Nudges, the coach nudged associates on daily activities that would improve their productivity. The Nudge Coach helped the team build consistency around high-impact work behaviors using visual progress trackers, rewarding them for multiple day productivity streaks and to help teams hit their targets.
The AI coach helped associates focus on priority KPIs. Virtual rewards, recognition and social proof kept the teams motivated to perform at their best, while microlearning helped the team improve their knowhow of the processes.
Managers got a bird’s eye view of their teams’ engagement, motivation and performance. Using a proprietary 2-click method, managers shared 350 feedback instances with their teams over 4 months. In addition to this frequent, personalized feedback, the Nudge Coach sent associates thousands of performance insights, which helped drive a culture of consistent performance.
The Outcome
19% Increase in Claims Team Productivity
~10% Higher Utilization Metrics
15% Higher Quality Benchmarks
Post worxogo Nudge Coach, the performance curve shifted as associates who could not meet their Claims and Quality targets reduced by double digits, and more associates became consistently productive.
