Verint Performance Management – Healthcare

While the nature of the work was essentially identical from one contact center to the next, performance expectations varied widely. Processes were not documented or consistently executed. In many cases, managers relied on manually-generated, fragmented data pulled from various systems, which negatively impacted short-term and trend-based decision making. The task of putting the right people in the right place at the right time was made even more difficult by poor data and disparate scheduling systems. As a result, service delivery was suffering. Executive management recognized that the development of a common service model would have to start with behavioral change, with tools, metrics, and reporting integrated across contact centers and management training to establish consistency and accountability.

The company engaged Verint® to help develop a strategic service model to encompass all five locations and to implement a performance management solution that would change the way the disparate contact centers were managed. The team engaged managers in a network-wide effort to simplify queue structures and streamline processes. Observations uncovered opportunities to simplify call documentation procedures, improve call control, and eliminate overlaps in call flow. Customized training classes were delivered on best practices and reinforced with daily feedback sessions.

Verint Performance Management software was implemented in call and non-call (fax, email, etc.) areas to ensure that schedules accurately reflected workforce needs across channels. Adherence and interval monitoring tools were installed to facilitate realtime management of service levels and resources. A call quality program was also developed around new criteria, and a new quality scorecard was integrated with improved productivity reporting to provide balanced feedback to service reps on a daily basis.

In addition to improved forecasting and capacity planning, the Verint Performance Management dashboard gave managers critical information for identifying the source of performance deficiencies and quickly addressing changes in the environment.  Service level spikes could be quickly identified and managed by better reallocation of resources and call routing.  As managers learned to utilize more timely and accurate performance-related data, the organization achieved dramatic cost and service improvements, including a 26% increase in average speed of answer, a 43% reduction in abandoned calls, a 34% decrease in cost per call, and a 3.3:1 Return On Investment.