Impact 360 Partner Success Story: CONEXIS through NACR

CONEXIS, a Word and Brown Company, has been a recognized leader in the benefits industry since 1986. The company is the benefits administrator for more than 20,000 clients nationwide. After upgrading its telephony and call center management systems to Avaya solutions, CONEXIS turned its attention to implementing full-time recording, quality monitoring and workforce management systems to further improve the performance of its call center in Irving , Texas . Approximately 100 agents, known as participant services representatives (PSRs), staff the CONEXIS call center. Each PSR handles more than 70 calls per day from employees of various companies inquiring about their benefits.

CONEXIS took special care in rolling out the Impact 360 Workforce Optimization Package, ensuring that employees understood its value in terms of legal protection, training and incentives. According to Jerome Farrow, PSCO (participant services claims and operations) training and workforce management project manager for CONEXIS, the company records all of its interactions, fulfilling client requirements and serving a critical record-keeping function. “Impact 360 helps us identify and investigate issues and resolve conflicts with greater accuracy and speed.”

• Closed $1.8 million in new business by sharing recorded interactions with prospective clients
• Saved $125,000 annually by reducing the number of staff involved in forecasting and scheduling and minimizing the time required to load and manage data
• Improved quality scores by 10 percent
• Decreased average handle time by 25 percent
• Reduced new-hire training by one week, representing a savings of $500 per new hire

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