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.
Frequently Asked Questions
What challenge was the not‑for‑profit health plan facing before partnering with Imagenet?
The plan was overwhelmed by surging member call volumes, resulting in 3.5‑hour wait times, high call abandonment, and insufficient staffing to meet demand.
Why were wait times and call drop rates increasing so rapidly?
The existing workforce couldn’t keep pace with rising member inquiries, creating operational bottlenecks that led to long queues, dropped calls, and declining member satisfaction.
How did Imagenet help the health plan scale its contact center operations?
Imagenet rapidly hired and onboarded 25 new agents in just two weeks, optimized staffing models around peak call times, and improved call‑handling efficiency to boost first‑call resolution.
What measurable improvements resulted from Imagenet’s support?
Wait times dropped from 3.5 hours to under 30 minutes, a 10x improvement. Abandoned calls decreased by 48%, and 85% of calls were answered in under 30 seconds, dramatically improving member experience.
How did the engagement support long‑term operational growth?
By combining scalable staffing with smarter operations, the health plan gained a sustainable model for future demand, improved service reliability, and a stronger foundation for member engagement.