Progressive Insurance: Employee wellness in the call center

This semester, students from xLab are working closely with Progressive Insurance to better understand factors that contribute to employee wellness and resilience in the call center.

The students are first designing a unique research plan to collect and analyze data from employees in a way that does not violate their privacy. Information will be gathered via call center data, surveys and interviews, then anonymized and analyzed for insights.

At the end of the semester, students will have identified the most important data points related to employee health and job metrics that contribute to stress. They’ll then present their recommendations to the team at Progressive about future plans or technology that can be created to help employees improve their health, job satisfaction and performance.