About the Client
This global healthcare business process management leader combines domain expertise with technology powered services to serve leading providers and payers.
The organization was particularly interested in managing associate performance across client teams serving three different major healthcare payers in Member Services, Provider Services, and Enrollment.
The Opportunity
The healthcare business faced a low level of engagement in their frontline associates and a high attrition rate above 11% a month.
This high cost of attrition amounted to about 2.5x the monthly compensation of anAssociate. This meant the opportunity for improvement was significant in both operational and financial terms.
Overall, the global healthcare BPO wanted to,
- Increase the engagement level of associates
- Improve the attrition rate of associates
- Reduce the annual cost of attrition
Solution and Impact
The client implemented AmplifAI's performance enablement solution with a focus on helping improve associate engagement, coaching effectiveness, and employee recognition.
AmplifAI became the one system to see and understand all the healthcare organization's performance data relative to their goals. The platform also provided system-generated intelligent coaching and recognition actions for both supervisors and agents.
In just three months, the business process leader realized a 12% improvement in the retention rate of the associates serving their three major payer clients. The attrition rate declined from 11.1% in October to 9.8% in December.
The financial benefit of this attrition reduction is estimated to be in excess of $1,500,000 each year.
