Maxicare improves operations with NICE Workforce Management

Maxicare has successfully utilised NICE Workforce Management (WFM) to enhance customer experience and operational efficiency in its contact centres.

Maxicare, a leading health maintenance organisation (HMO) in the Philippines, has reported significant improvements in customer interactions after implementing NICE WFM across its business process outsourcing (BPO) partners. The company aimed to integrate diverse workforce management processes to streamline operations and improve patient experience.

The incorporation of NICE WFM allowed Maxicare to restructure business processes, focusing particularly on governance and change management best practices. By using data-driven insights, Maxicare improved average handle times, decreased response times, and reduced abandoned calls. Additionally, forecast accuracy has increased by ten per cent, leading to lower overscheduling and operational costs, while agents benefit from improved access to scheduling information.

Charisse Dela Rosa-Leonardo, Senior Manager of Contact Centre at Maxicare, stated, "We wanted to maximise usage of WFM, improve forecasting, fully utilise scheduling module from manual scheduling to automated, and monitor real-time agent activities. Change management was a key driver in user adoption."

NICE International President Darren Rushworth remarked, "With NICE's expertise to streamline operations, Maxicare responded to changing business needs while providing seamless service to patients. Having a holistic view of CX operations with NICE allows Maxicare to ensure its BPO partners achieve their maximum levels of performance. Enhancing workforce management directly benefits patient experiences and drives positive business outcomes, creating a win-win for all."

As a result of these efforts, Maxicare has achieved a customer satisfaction rate of 90 per cent and aims to further elevate this metric through ongoing digital innovations in collaboration with NICE.