Case Study: Harvard Pilgrim Health Care achieves efficient multiskilled contact-center scheduling and stronger quality management with NICE Systems

Harvard Pilgrim Health Care - Customer Case Study

Harvard Pilgrim Health Care, a New England health benefits provider with a 150-seat contact center handling about 850,000 calls a year, needed to merge three business units, cross-train multiskilled agents, support home/rotating remote agents, and ensure consistent service while rolling out a new proprietary CRM that added desktop complexity and changed processes.

Harvard Pilgrim implemented NICE Workforce Management, Interaction Recording and Quality Management to handle complex scheduling, monitor CRM impact and improve coaching. The result: forecasts within 2% of targets, better adherence tracking toward a 92% goal, fivefold increase in monitored calls (from ~2 to ~10 per agent per day), more transparent and frequent evaluations and one-on-one coaching, improved support for home agents, and compliant recording for Medicare enrollments.

Harvard Pilgrim Health Care

Pamela Butler

Scheduling Analyst