Overview
A Medicare and Affordable Care Act (ACA) enrollment provider needed a trusted partner capable of rapidly scaling its workforce ahead of a critical open enrollment period. The organization required hundreds of licensed insurance agents to be recruited, trained, and operational within a compressed timeframe while maintaining compliance, quality, and enrollment performance.
The Challenge
The client needed to rapidly recruit, onboard, and train hundreds of licensed insurance agents before open enrollment while maintaining compliance, quality, and readiness to meet peak enrollment demand.
Our Approach
Qualfon implemented a rapid workforce scaling strategy to prepare for open enrollment by:
- Recruiting and onboarding more than 500 licensed insurance agents across two delivery sites.
- Streamlining recruitment, licensing, and onboarding to accelerate deployment.
- Delivering targeted training that enabled agents to reach proficiency in one to two weeks.
- Ensuring operational readiness while maintaining quality and compliance.
Results
The program delivered the scale, speed, and performance required for a successful enrollment season.
Workforce Ramp Achieved:
- Recruited and onboarded more than 500 licensed insurance agents.
- Built operational capacity to support enrollment demand within the required timeframe.
Accelerated Readiness:
- Agents achieved proficiency in as little as one to two weeks, enabling faster deployment and productivity.
Enrollment Performance:
- Exceeded Medicare Advantage enrollment goals.
- Completed more than 35,000 telephonic ACA enrollments during the enrollment period.
About Qualfon
Qualfon is a global BPO provider of omnichannel customer experience and business support solutions with locations on several continents. We are an agile partner specializing in call center support, revenue growth, and marketing services committed to serving our clients and their customers throughout the customer journey.
Learn more about Qualfon’s Call Center Support, CX Innovation, and Back Office Support Services.
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