Case Study: Desjardins Insurance achieves improved performance visibility and targeted agent coaching with NICE Systems' quality management and recording solutions

Desjardins Insurance - Customer Case Study

Desjardins Insurance, one of Canada’s largest property and casualty insurers with contact centres across six cities and about 6,000 employees handling 4.1 million interactions annually, faced a 2018 quality assurance breakdown when its legacy evaluation tool became unusable. The company relied on disparate Excel-based assessments by managers and coaches, generating inconsistent, non‑quantifiable feedback that made it hard to track performance, prioritize development, or meet regional regulatory complexities.

Desjardins implemented NICE recording and quality management solutions, redesigned two complementary evaluation forms (a Competency Development Grid for individual coaching and a data‑driven Quality Assurance Form), and rolled out a Quality Promise dashboard plus stakeholder training. The result was clearer, measurable performance visibility, targeted e‑learning and coaching, more effective multi‑layered QA, better agent understanding of assessments, and identified process improvements with annual calibration to sustain gains.

Desjardins Insurance