Return on Investment

The QuickStart program was very smooth; as a result we were able to make effective changes to our contact center operations, delivering over $1M in cost savings."
Maria Darras
Director of BlueCard Operations
BCBSTN

Nexidia Customers Get Results.

Nexidia takes the journey to achieving return on investment with its customers. We have a deep commitment to ensuring that analytic value is recognized and realized. To achieve this, our services team uses our patented technology to find opportunities hidden within your customer interactions. We’ll then work side by side with everyone from your call center managers to your executive team to create a plan that brings about change at both the contact center and enterprise levels. For you, the result is improved knowledge about your business, agents, and customers -- and a way to translate that knowledge into better service, customer retention and operational efficiency. Below are just a few ways customers improved and saved with our solution.

  • A health insurance plan has improved FCR by over 6% in the claims area by better understanding how service reps respond to denied claim issues
  • Several telecommunications companies have utilized Nexidia to understand consumer comments about products or rates, and have implemented changes that led to improved satisfaction
  • A debt collections company increased conversion rates by 15% and cash collected per agent by 30%
  • A health insurance plan has saved over $1M by analyzing plan to plan calls and taking action to modify behavior that resulted in excessive hold times
  • A telecommunications company improved their outsourcer’s effectiveness by tracking hold times and requesting and monitoring a better managed transfer process