Responding to the shifting demands that followed COVID-19-related disruption, this insurance enterprise’s scheduling team encountered a puzzling paradox: although call volumes were high and wait times long, there was no shortage of agents. The mystery was unraveled when they discovered that staffing was unevenly distributed, with a surplus of employees assigned to overnight and weekend shifts. To rectify this imbalance, they introduced voluntary time off—an industry-standard practice previously unused by the team—and instituted a mandatory shift bid to more effectively match resources with customer expectations.

This award is presented to an organization that truly grasps the importance of uniting individuals and teams to achieve superior results by uncovering insights and enhancing processes. The scheduling team worked together to identify an issue and took decisive action. After instituting the mandatory shift bid, they could see that their ASA was now exceptionally efficient!