Case Study: WPS Health Insurance improves customer satisfaction and reduces churn with NICE Systems

Improving Customer Satisfaction, Reducing Customer Churn and Enhancing Agent Performance

Wisconsin Physician Services (WPS) is a large, not-for-profit health benefits provider serving Wisconsin statewide. Facing customer anxiety and operational complexity after changes introduced by the Affordable Care Act, WPS needed to better listen to members, improve first-contact resolution, reduce churn and boost agent performance across multiple offices.

WPS upgraded to the NICE SmartCenter suite — including Interaction Recording, Quality Management, Interaction Analytics and Workforce Management — to automatically categorize calls, flag repeat callers, perform root-cause and emotion analysis, and capture desktop data. These insights drove targeted scripting, coaching and process fixes, which shortened average handle time, improved first-contact resolution and customer satisfaction, exposed self-service deflection opportunities for cost savings, and reduced customer churn.

WPS Health Insurance

Barbara Bleiler

Member Services