CASE STUDY
Global pandemic drove need for healthcare enrollment CX augmentation
A surge in healthcare-related customer service and staffing challenges during the pandemic required rapid onboarding of skilled agents
CLIENT CHALLENGE
A large healthcare technology firm needed to create elasticity in their staffing to manage customer calls during a surge in their annual enrollment period
Challenges created by the pandemic drove the client to seek support from an outsource partner
Training and onboarding were expected to be significant, so retention of talent was vital
Client was focused on quality and compliance, as they operated in a regulated environment serving a Fortune 25 insurance provider
OUR SOLUTION
Surge and overflow demand is a specialty of Sequential Tech, which affords us the opportunity to move agents between programs to address ebb and flow client needs
For our healthcare program, we curated a highly-motivated pool of agent talent from our embedded employee base to participate in a rigorous, but rapid training program
Sequential agents completed the first wave of training and began taking calls just one week later
THE RESULTS
More sophisticated approach combined multiple engagements into a single interaction, retiring the initial phase of the program and optimizing value to the client
Low agent attrition exceeded expectations and maximized the value of training and experience
The client extended their new outsourcing program with Sequential beyond the original expiration
