“Acuity has made life so much easier for the leadership team! Having
a balanced scorecard is a necessity in our environment. And the gamification
was just gravy and has been awesome for the culture and efficiencies.”
- Brandi Stadie,
Senior Director of Veyo Contact Center Operations, Phoenix, AZ
The Challenge
Despite Veyo’s advanced analytics capabilities on the driver-side of the business,
the customer support framework lacked a level of integration that would maximize
the sum of its critical parts.
A core component of Veyo’s operations is its contact centers, where hundreds of
agents field calls, provide customer support, and organize rides for patients.
Yet the company was relying on inadequate technology to support contact center
staff, and performance data was isolated in several disparate systems, making
the analysis and sharing of operational intelligence nearly impossible.
Conducting basic performance analytics was a challenge, and managers spent
hours every week wrangling data into spreadsheets to track performance, which
prevented them from working with their staff.
“It took time away from coaching and developing agents,” says Rosalind
Weekley, a Veyo contact center manager. “It was frustrating at the
leadership level, and agents were unable to identify where they stood.”
The lack of consistent analytics and reporting made it difficult for
agents to achieve bonus goals, track progress, or modify their performance
for better results.
The Solution
Knowing first-hand how technical innovation and advanced analytics cut costs
and improved performance on the transportation side of the business, Veyo
wanted to achieve the same efficiencies in its contact centers. After evaluating
multiple performance management, gamification, and business intelligence
solutions vendors, Veyo chose TouchPoint One’s Acuity platform due to its
unique feature set, customization capabilities, and competitive pricing.
The Acuity platform integrates data from siloed databases and conducts
real-time analysis to provide instant insights on individual, team, location,
and other levels. Performance dashboards, reporting consoles, and balanced
scorecards deliver actionable intelligence to contact center stakeholders
respective of their role. Moreover, business intelligence, reporting, and
analytic options are customizable to meet the specific needs of executive,
financial, operations, frontline, and other management leadership.
Beyond reporting and analytics, Acuity offers several additional features
that add value and make the platform more engaging and easy-to-use for Veyo
agents and managers. The Acuity Monitor enables compliance and quality
assurance personnel to audit and track call performance in real-time.
Sidekick enables supervisors to develop essential communication and leadership
skills and deliver personalized agent coaching. And A-GAME, Acuity’s
industry-leading gamification solution, allows reps to compete in fantasy
sport style games linked to company KPIs. Acuity’s core feature-set is
extensive – each module embedded with performance intelligence, innovative
design, game mechanics, and other capabilities to improve engagement and
create a valued and differentiated employee experience.
The roll-out
Veyo leaders established several key performance metrics to measure Acuity’s impact:
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Amplify awareness of performance metrics from frontline workers to senior executives.
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Increase employee engagement to improve customer experience and enhance the Veyo brand.
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Utilize A-GAME to foster team camaraderie and competition.
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Improve agent attendance, average handle time, and customer satisfaction scores.
In the summer of 2019, TouchPoint One’s team worked closely with Veyo to customize
the platform to their contact center environment. The implementation process
included integrating data from Veyo’s disparate systems, defining scoring logic for all
KPIs, formatting dashboards and scorecards, and selecting gamification environments
to inspire agent performance.
Launched in September 2019 to 400 contact center agents serving multiple clients,
the company started to see benefits almost immediately.
The results
Contact center managers loved the ability to perform analysis and instantly
review results in a single environment. Agents loved real-time visibility
into their performance and how it contributes to the team and the company’s
overall success. “Improved reporting led to increased efficiency and
uniformity,” says Jordan Hughes, contact center manager in Veyo’s Phoenix
location.
Hughes also appreciates the detailed insights about agent performance. “It
allows us to provide real-time feedback to agents and set goals that they
can see and measure every day.”
Because the analytics are automated, managers no longer have to conduct
manual data collection and analysis. “Supervisors now spend more time managing
performance versus creating reports and agents have more control of their
success,” Weekley says.
The gamification features are among the most popular for Veyo employees,
who participate in team competitions and individual challenges, which boost
performance and make the job more engaging.
These improvements translated into measurable business results:
Hughes is delighted with the results, and he encourages other contact center
leaders to consider whether Acuity could benefit their organizations. “Set up
a meeting with the Acuity team and run through the product and see how it can
be tailored to your needs,” he says.
He’s confident that you won’t be disappointed – and so are we.
About Veyo
Operating in six states with over 28 million completed trips and a 97.1%
on-time rate, Veyo is transforming the non-emergency medical transportation
industry by delivering dramatically higher levels of reliability, quality,
and transparency to customers, partners, and members.
About Touchpoint One
TouchPoint One is the leading provider of performance optimization solutions
for contact centers. The Company’s Acuity product is a full-featured employee
engagement and performance management platform that enables improved decision
making, talent development, and process execution at every operational level.
TouchPoint One customer contact solutions deliver the compelling benefits of
gamification, balanced scorecards, employee dashboards, and advanced performance
management through innovative design and complete, functional alignment with
business processes and strategies. http://www.touchpointone.com
