Case Study: Maxicare achieves 90%+ customer satisfaction and a 7-minute average handle-time reduction with NICE Systems' Value Realization Services

Maxicare Taps the True Power of WFM and reaches 90%+ Customer Satisfaction with NICE VRS

Maxicare, a leading HMO in the Philippines with a nationwide contact center footprint, was a long-time user of NICE Workforce Management but struggled to fully leverage the platform. Siloed operations across multiple BPO partners, manual scheduling and inconsistent adoption left forecasting, real-time monitoring and agent management underutilized.

Working with NICE Value Realization Services through a Command Center Operations engagement, Maxicare implemented WFM administration, automated scheduling, forecasting improvements, change management and “Train the Trainer” programs. The outcomes included 90%+ customer satisfaction, a 7-minute reduction in average handle time to 14.5 minutes, a 10% improvement in forecasting accuracy, 90.88% agent schedule adherence, fewer abandoned calls, reduced overscheduling and stronger agent and supervisor performance.

Maxicare

Charisse D. Leonardo

Senior Manager Contact Center