HR & Benefits Administration Business Partner
Business Challenge
Pre-Pandemic Demands lead to a rapid decrease in house call center staffing capacity
- Experiencing winter labour shortages from increased call center absenteeism & attrition
- Inability to flex staffing quickly to match peak volume demands, resulting in unplanned service level hits
- High Attrition leading to frequent hiring cycles
Pandemic Demands lead to a rapid increase in call volume and the need for rapid call center staffing capacity
- Open enrolment seasonality spikes
- Demands for short term staffing needs flexible staffing quickly to match peak volume demands
- Eliminate reliance on traditional staffing agencies to fulfil seasonality staffing demands
Outcomes
- Increased in call center staffing capacity by 40% in 4 to 8 weeks
- Average 150 agent ramp in peak open enrolment demand
- Flexibility and control on short term contract types such as open enrolment
- Access to untapped bilingual staffing capacity
- Cost-effective recruitment and seamless work from home setup (turnkey LiveXchange Platform vs reliance on regular staffing agencies during a global pandemic)
INCREASING STAFFING CAPACITY BY 40% DURING PEAK DEMAND
Partnering with a major human resource and benefits administrator, LiveXchange provided inbound benefits administration and customer care services to support a surge in demand amidst a global pandemic. Download our full case study to learn more.