From Challenge to Success Scalence: New Jersey’s Call Center Strategy for Efficient Claim Handling
In March 2021, following the passage of the American Rescue Plan Act, the State of New Jersey was faced with the urgent need to establish a claims adjuster call center. This was to accommodate approximately 300,000 households eligible for benefits under the program. The challenge was daunting: there was insufficient internal headcount to support such a massive operation, and the timeline for recruiting and training qualified candidates was extremely tight. The New Jersey Department of Community Affairs required a solution that was not only rapid but also scalable and efficient to manage the anticipated volume of inquiries.
Solution
To meet this critical need, the State of New Jersey partnered with a service provider that offered a comprehensive solution encompassing dedicated account management, recruitment, and talent management teams. This approach ensured the operation could swiftly scale up to meet demand. The solution featured:
- A mix of Level-1 Claims Adjusters at both junior and senior levels to optimize cost efficiency while ensuring expert oversight where necessary.
- Provision of inbound and outbound customer contact services on a 24×7 basis, ensuring accessibility for claimants at any time.
- A multifaceted role for Claims Adjusters, including intake and assessment, communication and analysis, and adjudication, enhancing the efficiency and effectiveness of the claim processing.
- Emphasis on strong customer service and problem-solving skills, addressing claimant inquiries with precision and care.
- Inclusion of multilingual English and Spanish agents to cater to a diverse claimant base, ensuring no language barriers to accessing services.
Result
The implementation of this solution had a transformative impact on the State of New Jersey’s ability to manage the surge in claims effectively:
- The flexible operation model enabled the rapid scaling of resources, perfectly aligning with the fluctuating volumes of inbound and outbound contacts.
- A blended and fixed monthly pricing structure provided greater control over expenditure, ensuring financial predictability in the face of variable demand.
- The solution eliminated staffing challenges associated with recruiting, training, and backfilling positions, offering a streamlined approach to managing human resources.
- Access to a diverse talent pool ensured the call center was staffed with agents possessing the necessary skills and competencies to meet the program’s demands.
- The service provider consistently exceeded performance metrics, including First Contact Resolution (FCR) and Customer Satisfaction (CSAT) scores, underscoring the effectiveness and efficiency of the call center operations.
Scalence’s Considerations around the adoption of Managed Services and Technology Solutions:
- Variety of call center pricing models
- Cost benefits of Outsourcing