A National Insurance Agency uses Apex's Surge Staffing solution to ramp up their call center workforce.
Our client needed a strategic partner to help ramp up their call center workforce in order to support their yearly open enrollment period for health and pension benefits. This period involved seven locations to fill with qualified resources over the course of the four month ramp season, and the client was struggling to hit their hiring and retention goals.
Because of our existing partnership and ongoing support with this client, we expanded our services to support them during their open enrollment. We were selected to support the client due to our ability to scale quickly, and because of our national delivery hub, which is specifically designed to support large-scale projects and help with retention of consultants.
Approximately 300 resources placed in four months.
Our team provided a surge hiring solution to rapidly augment client teams with bilingual (Spanish/English) customer service representatives within the four month ramp period. We offered a volume and tenure discount to help with the client’s savings. Additionally, we made process improvement suggestions such as using video technology to save time with interviews, shortening the hiring process, a custom candidate submission template, and other efficiency and strategy suggestions that the client is continuously utilizing.
We implemented our Surge solution to aid the client in filling all 300 roles required. Our team went above and beyond our initial contractual expectations, resulting in the engagement being extended indefinitely. Our efforts helped the client shorten their interview process as well as implement the virtual interview tool Sparkhire, allowing client hiring managers to more time to sufficiently train and manage new consultants.