Regional BPO Firm

Regional BPO utilizes Agents Only Global Platform to achieve best ever reliability during peak demand periods.

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Breaking Down the Numbers

  • 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.


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Their Challenges

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.

Our Solution

  • Recruitment of Highly Skilled Global Talent. Agents Only through its network of experienced agents, strategically identified and recruited global talent with specialized skills and expertise to handle healthcare queries.
  • Simple and Easy-to-Use On-Demand Platform. The BPO Firm efficiently set up a project on the Agents Only platform, offering access to a pool of healthcare expert agents. The platform enabled seamless hiring, onboarding and strategic scheduling of gig agents. This streamlined process allows for quick adjustments to staffing requirements while maintaining operational flexibility.
  • Self-Managed Agents. The deployment of self-managed agents led to increased efficiency, as agents took ownership of their performance, service quality, and compliance with healthcare regulations. This approach reduced the need for constant supervision and enabled operations leaders to focus on higher-level strategic initiatives.
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Results

  • Accomplished 100% attendance operationally. Gig agents consistently adhered to their work schedules, showcasing remarkable flexibility to fill in for internal full-time agent absences and closing any gaps in customer service coverage. Backup agents seamlessly addressed attendance gaps within their onsite teams, ensuring steadfast operational continuity.
  • Handled 40% of the volume. Gig Agents handled 40% of the calls during the enrollment period, helping the healthcare campaign take advantage of the available leads. This not only optimized campaign performance but also showcased the efficiency and dedication in handling a substantial volume of calls.
  • Successfully converted above-average leads. The flexibility did not come at the sacrifice of quality as the BPO firm spent less time engaging or developing the gig workers while receiving reliable performance.
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Improve Performance, Eliminate Overhead

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.

Be like this fast-growing BPO firm on this transformative journey, where simplicity converges with success, and excellence is always on demand.

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