Case Study: Total Administrative Services Corporation (TASC) achieves 80% increase in agent engagement and major QA efficiency with NICE Systems' Quality Central

Leveraging Analytics to Improve the Customer Experience and Retain Clients

Total Administrative Services Corporation (TASC), a nationwide benefits and charity administrator with contact centers in Madison, WI and the Philippines, needed to better understand customer experience for its new Universal Benefit Account (UBA). Its QA process was manual and slow—Excel-based reporting and ad-hoc call selection left agents without timely, actionable feedback, hurting engagement, productivity and the ability to prioritize product fixes.

TASC implemented NICE Quality Central and Nexidia Analytics to automate QA workflows, select calls based on speech and telephony data, and create a comprehensive satisfaction metric tied to UBA upgrades. The changes delivered faster, more customizable reporting and proactive outreach, driving an 80% increase in frontline engagement, a 45% rise in monthly QA evaluations (with a 100-second scoring speed improvement), the ability to repurpose 40% of QA analysts, a 40% reduction in key support calls, and improved forecasting, service levels and customer experience.

Total Administrative Services Corporation (TASC)

Gary Hartung

Manager of Operations Support Technology