Authenticx
Re-Imagining Quality with Unprecedented Visibility
October 23, 2023 by Kelly Karrmann
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An insurance services organization leveraged AI-completed evaluations and the Authenticx agent coaching solution to provide unprecedented visibility to their quality program, serving as the foundation for service transformation from top to bottom.
Authenticx in Action
The insurer received over 3.5 million calls per month, supported by over 10,000 agents and 200 quality analysts manually performing 20,000 monthly audits. With such a high call volume, the organization needed a way to scale their QA efforts to benchmark and monitor agent performance accurately and efficiently.
Authenticx partnered with the insurer’s quality team to implement evaluations completed by AI and the Authenticx agent coaching solution.
Results
Within five months, the organization saw their agent-specific QA efforts scale by 30%, evaluating quality for 100% of agents across the enterprise. Within ten months, they were able to increase the number of total evaluations by over 400% — saving tens of thousands of dollars in headcount costs by using technology to scale. The team used Authenticx not only to evaluate over 150,000 calls per month, but also to establish an organizational quality benchmark using this evaluation data.
With the Authenticx agent coaching solution in place, they also enabled real-time, bi-directional quality feedback between analysts and agents — a level of transparency and confidence essential for employee retention and a re-imagined quality program at scale.
About Authenticx
Authenticx was founded to analyze and activate customer interaction data at scale. Why? We wanted to reveal transformational opportunities in healthcare. We are on a mission to help humans understand humans. With a combined 100+ years of leadership experience in pharma, payer, and healthcare organizations, we know first-hand the challenges and opportunities that our clients face because we’ve been in your shoes.
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