Case Study: ARA Diagnostic Imaging achieves major efficiency gains and reduced absenteeism with Alvaria Motivate (Alvaria)

How this dynamic solution led to a 33% decrease in after-call work, 25% shorter customer hold times

ARA Diagnostic Imaging is a Central Texas imaging provider established in 1954 with over 115 radiologists and 17 outpatient centers; its contact center—96% remote—schedules appointments across inbound, outbound and omnichannel channels. ARA relied on manual gamification to drive agent KPIs but struggled to scale and measure ROI: reward fulfillment and calculations were time-consuming, reward timing was delayed, and the program consumed more than 80 management hours each quarter while failing to curb absenteeism.

Alvaria deployed Alvaria Motivate—combining gamification, coaching, learning management, easy rewards and a mobile app—then worked with ARA to assign a Game Master, use scorecards, targeted game mechanics, raffles/auctions and peer recognition to engage agents. The program delivered measurable gains: 33% reduction in after-call work, 25% lower hold times, 5% increases in active working percentage and calls per day, about $1,000/day in efficiency savings, and absenteeism fell from 25% to 10% (saving $67,500).

ARA Diagnostic Imaging

Alan Lai

Workforce Analytics Manager