Enhancing Customer Experience: Reducing Hold Times and ACW for Global Property & Casualty Insurance Company

CASE STUDY

Enhancing Customer Experience: Reducing Hold Times and ACW for Global Property & Casualty Insurance Company

About The Client

Client: Property & Casualty Insurance Company | Process / Function: Back Office | Geography: South Africa

The Challenges

Extended Call Times:

Customers were frequently put on hold while agents attempted to resolve issues.

High After Call Work (ACW):

The client required a steady month-on-month increase in total production hours.

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.

Streamlining Contact Center Operations: Improving AHT and Production for a Global Disability & life Insurance Company

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

Reduction in AHT

Achieved over an 12-month period through consistent behavioral coaching.

Month-on-Month Improvement in Production Hours:

The team maintained a steady upward trajectory in overall output.

Driving Operational Efficiency: Enhancing Quality and Output for American Life & Annuities Major

CASE STUDY

Driving Operational Efficiency: Enhancing Quality and Output for American Life & Annuities Major

About The Client

Client: American Life & Annuities Major | Process /Function: Claims (Health Claims) | Geography: India

The Challenges

Underutilized Capacity:

Agents were not utilizing their time effectively on productive tasks.

Audit Compliance:

Clearing Internal Quality Audit (IQA) assessments was a major hurdle in staying compliant with client norms.

The Solution

The Nudge Coach focused on two pillars of operational excellence:

Visibility

Providing agents with data on their "Time on Process" and "Utilization" to drive self-correction.

Quality Alignment

Using behavioral nudges to focus agent attention on the specific metrics required to pass IQA assessments.

The Outcomes

20%

Improvement in Productivity

A substantial increase in the time agents spent on core processing tasks.

12%

Improvement in Quality (IQA)

The team achieved higher compliance rates and better internal audit results.

Optimizing Back Office Productivity: How Behavioral Nudging Enhanced Claims Processing for an American Insurance Major

CASE STUDY

Optimizing Back Office Productivity: How Behavioral Nudging Enhanced Claims Processing for an American Insurance Major

About The Client

Client: Leading North American Financial Services Group | Process / Function: Claims (Health Claims) | Geography: India

The Challenges

Low Productivity Visibility:

A lack of insight into “Time on Process” and “Utilization Time” prevented agents from optimizing their daily workflows.

Process Compliance:

There was a critical need to ensure claims were processed accurately according to strict client SOPs.

The Solution

The worxogo Nudge Coach was implemented to provide agents with real-time visibility and guidance:

Productivity Insights

Delivering clear data on utilization to encourage more time spent on productive tasks.

Process Training

Providing insights into accuracy while simultaneously training agents on process norms to ensure hand-in-hand improvement.

The Outcomes

The deployment resulted in significant gains in just 3 months, leading to a scale-up across all teams & processes:

13%

Improvement in Productivity

Agents effectively increased their productive time through better visibility.

Improvement in Financial Accuracy

Enhanced focus on SOPs led to higher quality in claims processing.

Driving Operational Excellence: How Behavioral Nudging Boosted Performance for a Fortune 5 Healthcare Enterprise

CASE STUDY

Driving Operational Excellence: How Behavioral Nudging Boosted Performance for a Fortune 5 Healthcare Enterprise

About The Client

Integrated Payor Provider Giant | Team Size - 3000 | Geography - Philippines and Puerto Rico

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.