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- CEGA Group Case Study
Dramatic improvements in answer times and decreased wait times after fourfold increase in agents
Challenge
CEGA’s 130-agent contact center is a busy and complicated operation. It consists of two separate groups—a medical screening team and a claims department—which serve different purposes and operate different hours. Medical screening agents operate from 8 a.m. until 9 p.m, seven days per week, and handle calls from people wanting to make sure they’re covered medically before taking out a new insurance product, or needing to update a preexisting condition or add a new condition to their existing policy. Claims agents, on the other hand, handle inquiries regarding new losses or existing claims, and take calls 24/7.
If they wanted to meet their claims goal while maintaining high levels of customer service and staff engagement, CEGA contact center leaders knew they needed a new workforce management (WFM) platform that was automated, highly flexible and could support the 24/7 nature of their operations amidst a global, constantly changing travel risk landscape.
Result
With Calabrio WFM, CEGA has streamlined its rostering processes, and gained tangible time and cost savings. Smarter forecasting and preparedness mean breaks, lunches and holidays happen at the right time, and minimize the risk of insufficient resources being staffed during times of heavy call volumes.
Leaders have also found that the automatic notifications and improved real-time adherence enabled by Calabrio have had a calming effect on their day-to-day contact center operations. They’ve also saved several thousands of dollars previously spent on “fall-back” payments—fixed fees paid to agents so they would be on call in case other agents called in sick—once Calabrio revealed these payments were no longer necessary.