The Challenge
An insurance firm was seeking to deliver superior performance and results mirroring the retail banking experience. It was seeking new market longevity strategies to ensure a large pool of licensed skilled associates, while containing costs during non-peak seasons
The Solution
We leveraged our world-class licensing expertise, hiring and training associates with over 85% pass rates (industry average is 70%), yielding over $200K in savings.
The Results
Our Smart Seasonal staffing solution drove $4.5 Million in projected cost savings via seasonal associate reallocations. It also provided flexible 4-16 weeks of associate sharing with healthcare during high season and over 95% CSAT (exceeds client’s internal contact center quality rating).
