Headquartered in New York, EXL is a leading operations management and analytics company with a global footprint across the U.S.A, U.K, Europe, India, Australia etc. The company works with one of North America’s largest multi-line insurers to improve global operations, drive profitability and enhance customer satisfaction through the Customer Support Team. EXL wanted to improve their insurance agent productivity and reduce the average call handle time, while remaining committed to their quality standards.
The management for the multi-line insurer company needed to improve its insurance agent productivity and enhance the customer engagement rate for its customer support team.
Reduce Average Handle Time
The key challenges faced by the team included how to maintain the team’s productivity levels consistently with a focus on reducing resolution time for its customers.
Improved efficiency and consistency in productivity would yield higher quality parameters of the process.
Key focus KPIs that the team was measured on included KPIs like Average Handle Time, Quality, and Customer Experience. While productivity was a challenge, management also wanted to improve the insurance agent productivity by keeping the team Engaged and Motivated.
Nudge Coach Deployment
The customer support team deployed worxogo Nudge Coach. Based on the Nobel prize-winning concept of Nudges, the coach nudged insurance agents to maintain a consistent performance.
worxogo Nudge Coach understands each agent’s motivations and nudges them daily on their KPIs. These behavior-shaping nudges oriented the team to resolve bills within the desired time frame and improve the quality score.
Daily personalized nudges helped the agents monitor their daily behaviors like recording information on calls accurately. Daily communication with managers helped agents get personalized coaching insights in real-time while regular performance updates helped agents to focus on continuous improvement.
Managers got a bird’s-eye view of their team’s performance and could easily drill down to each individual insurance agent. Low performers were quickly identified and guided immediately. Nudges and insights helped managers drive key behaviors that led to an improvement in scores for the end client.