Case Study: Sagility Improves Coaching Efficiency and Exceeds NPS Targets with AmplifAI Solutions Inc

Sagility Improves Coaching Efficiency & Exceeds NPS Target

Sagility, a top BPM service provider supporting a major U.S. health insurance company, needed to maintain strong customer satisfaction during Open Enrollment while onboarding new hires quickly and helping supervisors coach more effectively. With NPS under pressure from higher call volumes and a surge in staffing needs, the company looked for a way to improve performance without sacrificing service quality.

Sagility implemented AmplifAI Solutions Inc’s AI software to measure coaching efficiency across KPIs and provide targeted action plans for supervisors. With AmplifAI, Sagility maintained or improved time to proficiency for new hires, increased coaching effectiveness from 77% to 96% (a 30% lift), and exceeded its client’s NPS target by 7.6% during Open Enrollment.

Sagility