Effectively managing the surge in calls during open enrollment poses a significant challenge for healthcare providers. The seasonal influx often requires a significant increase in contact center staff capacity. Recruiting skilled professionals during enrollment periods becomes increasingly difficult, compounding the seasonal challenges.
Regional BPO Firm utilized the Agents Only platform to successfully address these challenges by implementing on-demand gig workers, solving their healthcare clients' variable need. The collaboration ensured a seamless response to seasonal demand without compromising service quality, while also stabilizing the core workforce. Not only was the BPO operations team able to flex up and down with short notice, but they also were able to call on gig agents to cover attendance gaps created by illness and unplanned personal issues.
With the power of the Agents Only platform the Regional BPO Firm, has provided its healthcare client with a valuable solution in effectively managing the surge of healthcare enrollments. Through innovative on-demand solutions and the recruitment of specialized global talent, the platform not only addressed staffing challenges but also surpassed expectations in operational efficiency, setting a benchmark for future projects that the operations team can create, control, and operate through the Agents Only platform.
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