A rapidly growing health insurance provider experienced a sharp increase in inquiries during Open Enrollment, driven by marketing campaigns, returning members, and marketplace traffic. But their internal team struggled to manage the volume, leading to delays and missed opportunities, and lost revenue.

Too many questions and not enough support capacity meant licensed agents were stretched thin and had to prioritize who to assist, leaving many customers without timely help. Call volumes spiked beyond manageable levels, and agents found themselves spending most of the day on repetitive screening calls instead of supporting high-intent individuals ready to enroll.

Hiring additional staff wasn’t a quick solution. Onboarding and training took weeks, during which leads went cold, calls went unanswered, and costs continued to rise, adding even more pressure to the core team during the most important enrollment window of the year.

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