The Challenge

A leading health plan that operates in 8 states was struggling to hire enough licensed agents in time for a recent open enrollment season. Executives found it challenging to recruit skilled agents for part-time work at specific contact center locations. Failing to hire a sufficient number of associates would lead to long wait times and high abandonment rates during the busy enrollment period. Additionally, the company was looking for opportunities to reduce overhead costs.

Our Solution

With our strong track record of meeting the company’s support needs, TTEC was selected to solve this challenge as well. For the first time, the client opted to use our Humanify@home model, a remote operational model which incorporates innovations in people, process, and technology. We applied our recruiting, hiring, and training experience to quickly enable 68 licensed agents located around the U.S. to answer consumers’ questions on eligibility and membership, benefits coverage, and other inquiries remotely.

Some of the associates transitioned from a brick-and-mortar contact center to the @Home model. Our seasoned leaders provided customised training materials, methodologies, self-led learning tools, and on-demand coaching that enabled a dynamic training experience that could be delivered onsite or remotely with the same level of engagement, knowledge retention, and performance.

The Results

Our flexible @Home model more than met the company’s goals, in which associates delivered excellent support that helped drive conversions. Compared to the previous year, the enrollment rate increased 73% and cost per enrollment decreased 39%. The client was thrilled with the results and expanded the @Home team from 68 associates in 2018 to 209 associates the following year.