--- title: "Boosting Productivity by 50% Without Increasing Costs: Proven Contact Center Solution for Insurers" description: Optimize open enrollment performance with scalable, compliant contact center support for insurance providers and federal benefit programs. image: https://info.workingsolutions.com/hubfs/featured%20image%20fedpoint.jpg --- [![working\_solutions\_30th-02\_B2Brevision](https://info.workingsolutions.com/hubfs/working_solutions_30th-02_B2Brevision.svg "working_solutions_30th-02_B2Brevision")](https://workingsolutions.com) [![working\_solutions\_logotype](https://info.workingsolutions.com/hubfs/working_solutions_logotype.svg "working_solutions_logotype")](https://workingsolutions.com) Insurance Case Study # How One Insurance Program Boosted Productivity by 50%—Without Raising Costs A Proven Open Enrollment Solution for Insurance Providers   ## Client Overview A leading national insurance administrator for federal employee benefits sought a scalable, compliant contact center solution to manage open enrollment surges efficiently. 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. ## Open Enrollment Results at Scale 250+ FTEs (full-time equivalents) onboarded during peak periods   30+ Increase in headcount per interval 50% Increase in weekly hours worked without increasing costs Delivering consistent quality and compliance across a high-volume, time-sensitive federal program.   ## 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. Managing Fluctuating Call Volumes #### 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. Ensuring Empathy and Efficiency #### 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. Controlling Costs Without Sacrificing Service ## 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](https://workingsolutions.com/why-outsource-your-contact-center/) 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. ## Discover the Difference ##### Site Links - [Remote Work Opportunities](https://jobs.workingsolutions.com/) - [Contact Us](https://workingsolutions.com/contact/) - [Public Resources](https://workingsolutions.com/resources/) - [Trust and Security](https://workingsolutions.com/solutions/trust-and-safety/) ##### Legal - [Accessibility](https://workingsolutions.com/accessibility-statement/) - [Privacy Policy](https://workingsolutions.com/privacy/) ##### Company - [About](https://workingsolutions.com/about-us/) - [Blog](https://workingsolutions.com/blog/) - [Corporate Careers](https://workingsolutions.com/careers/) - [Newsroom](https://workingsolutions.com/newsroom/) ##### Who We Are Working Solutions provides virtual contact center outsourcing that measurably improves customer experiences (CX). We deliver high-quality, all-encompassing solutions for your fluctuating sales and service needs. Our on-demand CX expertise enables you to better engage, empathize with and delight customers, wherever and whenever they interact with your brand. 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