Major U.S. Health Insurance Company Streamlines Contact Center Performance With Intradiem

8,700
hours non-
essential paid
time eliminated

18.4%
increased
agent
productivity

70%
reduction of
time spent
on callbacks

Case Study Summary

The goal of every contact center is to deliver consistently strong customer service. That requires the right blend of technology and human agents. Department budgets are always tight, so maximizing efficiency and minimizing costs are always paramount.

For a growing number of businesses, Intradiem’s unique, patented contact center automation technology is an essential component of their operations. Intradiem helps contact centers draw actionable insights from internal data, identify untapped capacity, and use that capacity where it can have the most impact.

Through strategies such as eliminating prescheduled breaks, providing incremental Voluntary Time Off (VTO), and automating callbacks, the health insurance company harnessed Intradiem’s technology to achieve impressive operational gains and set a new standard for productivity and efficiency.

“Reliance on automation in the contact center is now a strategic imperative. Customer service delivery is evolving rapidly, and automation is driving that evolution.”

– VP, Contact Center

Results with Contact Center Automation

One of the country’s largest health insurance providers employs 10,000 remote-working agents and health coaches in its contact centers. The company was wasting valuable resources on repetitive tasks, such as scheduling agent breaks, maintaining a sufficient yet cost-effective balance between customer demand and available agents, and rescheduling callbacks and support staff messaging. The company turned to Intradiem to help solve these costly problems.

Customer Benefits

Leveraging Intradiem’s patented technology, the company achieved remarkable improvements:

• Increased agent productivity by 18.4%
• Eliminated over 8,700 hours of unnecessary paid time
• Reduced the time required for callbacks by 70%
• Saved 1,800 hours previously spent by the WFM team on scheduling activities
• Improved agent sentiment through timely and actionable insights

Snapshot

Industry: Insurance
Agents:10,000

CHALLENGES

• Inefficient resource allocation and time management

• Difficult to balance customer demand with workforce availability

• Repetitive and manual tasks

INTEGRATIONS

ACD

WFM

Approach

The team leveraged Intradiem’s unique automation capabilities to allow agents to choose their own breaks without incurring an adherence hit, to offer incremental voluntary time off (VTO) to agents throughout the day, and to ensure that customer callbacks are completed by the right agents in a timely manner.

• Eliminate Prescheduled Breaks
  Prescheduled breaks are the norm in contact centers, and they are frequently disrupted by long calls and other factors. This frustrates agents and creates additional work for supervisors and schedulers, who must manually enter exceptions. Intradiem automates break scheduling, allowing agents to choose when it’s most convenient to take their breaks. The solution monitors when breaks begin and end and automatically updates the workforce schedule.
  
  The company leverages this capability to allow agents to distribute their 30 paid minutes of daily break time as three 10-minute breaks, two 15-minute breaks, etc. This has been a hit with agents, 97% of whom choose to participate in the voluntary program. They love the flexibility, and also the implication that the organization trusts them to decide how to optimize their time. Automated schedule write backs are clearly visible to supervisors, which eliminates the time they normally spend on manual updates.
  
  Over the last six months of 2023, 93,000 breaks were automatically written back to schedules. That led to a 3% increase in agents’ on-production time.
• Provide Incremental VTO
  Intradiem automation has allowed the insurer to introduce greater flexibility into its operations by offering incremental VTO. Rather than dismissing agents for the full remainder of their shifts when demand slows (which is how traditional VTO works), Intradiem automation permits the company to offer agents short-term, unpaid breaks or extended lunches throughout the day. This reduces staff costs when demand is low but keeps agents available when demand recovers. Intradiem even allows the team to create unique WFM codes to distinguish between their paid and unpaid breaks.
  
  This initiative saved the company 8,700 paid hours and $250,000 in 2023—the equivalent of four full-time employees. The savings were realized automatically, with no intervention from supervisors or managers.
• Automate Customer Callbacks
  Rather than prescheduling customer callbacks, automating them at moments that are convenient for agents reduced 8,600 (scheduled) hours of agent time to 2,683 (unscheduled) hours over a nine-month period (a 70% decrease). This provided yet another boost to agent flexibility while also saving schedulers 1,500-1,800 hours.
  
  These targeted strategies were crucial in achieving the productivity and efficiency gains that transformed the company’s operations.

About the Solution

Automation is a critical and complementary component of every contact center ecosystem. The unique capabilities of Intradiem’s automation technology offers unique capabilities because it sits in the contact center tech stack between the Automatic Call Distribution (ACD) and Workforce Management (WFM) technologies. Intradiem is the only solution able to integrate directly with ACD and WFM systems to find and unlock hidden contact center capacity in real time—when it’s most valuable to do so. Intradiem works smoothly with all major providers of standard integrations.

Intradiem automation has revolutionized contact center workforce management at the company, enabling team leaders to deliver more value in less time. It offers agents greater flexibility and bolsters their sense of value. And it delivers significant ROI. The team views Intradiem as a strong partner, supporting and working with them to customize its powerful, adaptive automation technology to satisfy their specific needs.