Case Study: AvMed achieves 50% productivity gain and improved quality with NICE Systems

Using Nice Solutions To Impact Employee Performance And Utilitization

AvMed, a Florida-based health plan, needed to boost agent productivity and job satisfaction but struggled with limited supervisor time for coaching, inconsistent communication of call-evaluation findings, and weak conformance/adherence tracking that made scheduling training without harming service levels difficult.

By deploying NICE Interaction Recording, NICE Quality Management and NICE IEX Workforce Management, AvMed standardized call audits and calibration, added coaching exception codes, adjusted forecasting/scheduling, and gave agents immediate feedback via Agent WebStation. The changes produced individualized coaching plans, a 4% increase in overall quality, adherence near 98%, a 50% productivity gain in the quality process, fewer errors, and improved supervisor and agent satisfaction.

AvMed

Luis Aranguren

Jr. Call Center Manager, AvMed