How Can You Boost Productivity by 50% Without Increasing Costs?
A Proven Open Enrollment Solution for Insurance Providers
Client Overview
A leading, federal-benefits program offers dental and vision insurance to millions of government employees and retirees. It needed a scalable, cost-effective contact center solution to handle the increased demands of the annual, open-enrollment period while maintaining exceptional service quality.
Key Results
Key Challenges
Managing Fluctuating Call Volumes
Open-enrollment periods bring unpredictable spikes in call volumes. Traditional, brick-and-mortar partners lacked the flexibility to ramp up and down quickly without incurring high overtime costs.
Ensuring Empathy and Efficiency
The insurance customer had complex, sensitive needs that required agents who are both empathetic and efficient. Balancing these qualities while maintaining quality during high-demand periods was critical.
Controlling Costs Without Sacrificing Service
With federal budget constraints, the client needed to contain costs and deliver on stringent key performance metrics (KPIs) such as customer satisfaction, service levels and handle times.
Working Solutions’ Tailored Approach
Flexible Workforce for Seasonal Peaks
Leveraged a remote workforce that could flex up or down weekly or daily, aligning staffing with customer demand.
Implemented proprietary scheduling technology that enabled agents to instantly pick up hours, accommodating last-minute volume changes without delays.
Empathetic, Highly Trained Agents
A rigorous education program ensured agents were equipped with deep knowledge of the client’s brand, customers and internal processes.
Ongoing incubation programs supported agents during peak times, ensuring confidence and quality in every customer interaction.
Cost Optimization Without Overtime
Strategically avoided overtime costs by scheduling part-time agents for up to 20+ hours during peak weeks.
Increased weekly hours by 47% during mid-open enrollment weeks while maintaining cost neutrality.
Pain Points Solved
Scaling for Open Enrollment
Dynamic staffing adjusts seamlessly to high and low call volumes. Proprietary scheduling ensures immediate availability without costly overtime.
Empathy and Efficiency
Highly trained agents balance professionalism and care, meeting the needs of insurance customers with precision and understanding.
Budget Constraints
Flexible, part-time scheduling minimizes overhead costs without sacrificing quality, ensuring compliance with federal standards.
Coverage, Pricing, and Deductible Changes
With ever-evolving coverage options, we ensure your policyholders stay updated.
Our team manages changes in coverage, pricing, and deductibles, guaranteeing your customers are always well-informed.
Premium Increase Management
When premium increases raise concerns, our knowledgeable agents step in. We assist callers with enrollee changes, address updates, coverage adjustments, and billing alterations.
Our agents excel at implementing upselling and cross-selling strategies to retain customers even in the face of premium hikes.
Insurance Companies’ Trusted Partner
With unmatched flexibility, cost efficiency, and a commitment to empathetic service, Working Solutions is the partner of choice for insurance companies looking to enhance their customer- service operations.
Over the past four years, we’ve increased our share of a federal benefits program’s volume from 33% to more than 42%. This increase reflects our ability to scale efficiently, maintain quality and meet client goals with precision.