CareCentrix

Promoting a successful workforce through gamification

CareCentrix is a leader in providing health guidance and support care to the home. The company manages 26 million members through 8,000 provider locations, with the help of 1,600 call center agents.

CareCentrix initially wanted to improve the day-to-day work experience for its call center employees and bring employee engagement to the next level. The goals were to enable and encourage self-management, implement better performance tracking and improve overall team morale.

CareCentrix saw the Genesys nGAGEMENT platform as a perfect fit. The Care and Service Centers team was ready to maximize the tools at their disposal to bring a fun and engaging technology to their agents, managers and coaches. KPIs they emphasized most were presence at work, schedule adherence and compliance, average handle time, and efficiency. By collecting six months of historical data, the nGAGEMENT team set the benchmark for monitoring improvement in the months to come.

“The nGAGEMENT platform has been influential and the major reason for CareCentrix increased employee engagement,” said Fais Siddiky Director of Operations at CareCentrix. “The software is extremely easy to navigate and allows our team members to interact and monitor their performance on a real-time basis.”

Benefits

  • 20% improvement in schedule adherence
  • 6% increase in agent performance in the first six months
  • 80% of agents log in daily to check performance, status and KPIs

Overall, nGAGEMENT has been a tremendous asset to our company and helps us in encouraging our team members to achieve their goals while also having fun at the same time.

Fais Siddiky, Director of Operations, CareCentrix

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Challenges

  • Improve the day-to-day work experience for employees
  • Enhance employee engagement

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