FROM OVERFLOW TO OPTIMIZED
How Imagenet transformed a not-for-profit health plan’s contact center to scale operations & cut wait times by 10x.
THE CHALLENGE
Member Call Volumes Surged, Causing Long Wait Times
A regional, not-for-profit health plan with 600,000+ members faced major operational strain:
3.5-hour queue times – Frustrating members & driving abandoned calls.
High call drop rates – Risking member dissatisfaction & retention.
Operational bottlenecks – Insufficient workforce to handle demand.
They needed a scalable solution to improve response times and service quality—fast.
THE SOLUTION
Expanding Capacity & Streamlining Operations
To meet rising member demand and eliminate long wait times, the health plan needed to scale fast. Imagenet stepped in to:
Expand workforce capacity – Hired and onboarded 25 new agents in just two weeks.
Optimize staffing models – Aligned agent scheduling with peak call times.
Enhance call-handling efficiency – Reduced handling times & increased first-call resolution.
By combining rapid workforce expansion with smarter operations, Imagenet helped the health plan improve service at scale.
THE RESULTS & IMPACT
From Long Waits to Fast, Reliable Service
Call center performance dramatically improved:
Wait times dropped from 3.5 hours to under 30 minutes – 10x reduction.
48% drop in abandoned calls – More members getting the help they need.
25 agents hired & trained in 2 weeks – scaling fast to meet demand.
85% of calls answered in under 30 seconds – better service, happier members.
A complete turnaround—faster service, improved member experience, and a scalable model for future growth.
Don’t Let High Call Volumes Disrupt Member Experience
See how Imagenet optimizes contact center operations to improve efficiency and elevate the member experience.