Case Study: Blue Shield of California achieves 33% workforce management productivity gain and higher customer service representative satisfaction with Alvaria

Individual and Family Health Insurance Provider in California

Blue Shield of California, a nonprofit health plan known for its strong workplace culture, sought to give customer service representatives more schedule flexibility while reducing the administrative burden of traditional shift bids and a restrictive annual PTO bidding process. Their goal was to modernize workforce management to improve employee morale and mirror the flexibility enjoyed by other departments.

By deploying Aspect Workforce Management and working with Aspect’s professional services team, Blue Shield introduced preference-based scheduling for a third of its workforce, delivered first-choice schedules to about 80% of CSRs, and moved to 18-month rolling vacation allocations. The changes automated many WFM tasks, reduced WFM headcount from 18 to 12 (a 33% productivity improvement), increased CSR satisfaction, and helped stabilize core metrics while reducing shrinkage on peak days.

Blue Shield of California

Don Akers

Manager