Case Study: a FTSE100 insurer reduces staff attrition by 17% with MOJO-CX

Reducing Staff Attrition by 17% at a FTSE100 Insurer

The customer, a FTSE100 insurer, was facing high stress and staff attrition within its contact centre. The challenge stemmed from conflicting performance metrics like Average Handling Time and Net Promoter Score, which created a stressful environment for agents and failed to provide clear coaching opportunities. The insurer enlisted MOJO-CX to help improve agent well-being and reduce stress.

MOJO-CX developed a new, more representative set of customer experience metrics and reframed them with agent-friendly names. They also created a bespoke dynamic dashboard to present this data. This new approach gave managers clearer metrics to coach agents effectively. As a result, MOJO-CX helped the insurer achieve a 17% reduction in staff attrition, a decrease in Average Handling Time, and a 9% increase in engagement scores.