Case Study: HealthHelp achieves 17% call volume growth, 15% higher agent adherence and 5% payroll savings with NICE Systems IEX Workforce Management

Using NICE IEX Workforce Management To Impact The Bottom Line

HealthHelp, a specialty benefit management company serving payers from sites in Houston, Katy and Albany, needed a workforce management solution to cut costs, measure and monitor agent adherence, improve performance, and handle growing call volume without adding staff. Their existing tools couldn’t integrate with the NEC switch, making it difficult to identify “missing” agents or adapt to intraday changes in real time.

After a nine-month evaluation HealthHelp implemented NICE IEX Workforce Management for its proven switch integration and real‑time intraday features. The solution supported a 17% increase in call volume while maintaining headcount and service levels, reduced overall payroll expenses by 5%, raised agent adherence and annual evaluation scores by 15% each, lowered cost‑per‑call by $0.30, and cut overtime costs by $21,000 in 2010 — with strong adoption by agents and supervisors.

HealthHelp

Kirk Hartman

Workforce Manager, HealthHelp