NICE Systems
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Case Study: LA Care Health Plan achieves 390% QA productivity increase and improved coaching with NICE Systems
A NICE Systems Case Study
LA Care Health Plan - Customer Case Study
LA Care Health Plan, the nation’s largest publicly operated health plan serving more than 2 million members in Los Angeles County, faced an inefficient, paper-heavy quality assurance operation. Disconnected systems for call recording, evaluations, reporting and workforce management forced QA staff into manual workflows—printing, photocopying, scanning and tracking disputes by hand—while supervisors relied on spreadsheets and end-of-month reports, limiting timely coaching and performance improvement across a contact center that handles over 1.15 million calls annually.
LA Care implemented an integrated NICE suite—Recording, Quality Management, Interaction Analytics and Workforce Management—automating recording, evaluation, reporting and workforce tasks and delivering real-time dashboards and agent feedback. The automation eliminated paper processes, enabled documented coaching, introduced an automated dispute and calibration process, and empowered agents with instant performance visibility; QA productivity increased 390%, the QA team expanded its scope, and coaching effectiveness and agent ownership improved measurably.
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LA Care Health Plan
Jorge Loza
Manager CSC Quality Monitoring and Training