Background
A leading third party administrator with members across multiple states
underwent a strategic realignment. As part of this shift, support services for
the couple of states, previously handling over 8000 calls per month, were
discontinued. This created a critical need for uninterrupted coverage and
service continuity.
The Challenge
• Sudden discontinuation of support for approximately 8000 monthly calls
• Wait times exceeding 30 minutes due to volume surge and limited staffing
• Immediate need to onboard and train staff to support a new entity
• Ensuring seamless transition without impacting provider or member experience
Our Approach
To maintain continuity, a new servicing entity was activated to absorb the
Texas call volume. Key actions included:
• Onboarding and training two dedicated advisors to support the transition
• Redirecting all calls through RingCentral to the new team
• Identifying overflow to voicemail and expanding staff by one additional
advisor
• Reducing average wait times from 30 minutes to 11 minutes
• Deploying a full call redirection model to eliminate service gaps
Results
• Stabilized call operations for the couple of states under the new entity
• Reduced wait times by over 60 percent through targeted resource allocation
• Reduced missed calls and voicemail overflow by increasing team capacity
• Delivered consistent support to providers and members during the transition
Looking Ahead
• Monitor weekly call volumes to forecast staffing needs in real time
• Cross-train resources to enable operational flexibility during transitions
• Assess viability of this model for future regional rollouts
Key Takeaways
• Proactive staffing and rapid onboarding are critical during support
transitions
• Real time monitoring allows timely action to maintain performance standards
• Strategic workarounds can ensure service continuity even in complex handoffs
