Customer Service Staffing Solutions for a Leading Health Insurance Provider

Our client, a leading health insurance provider, grappled with significant challenges in their staffing processes. The inadequacies of their legacy suppliers were apparent – a lack of candidate familiarity, an inefficient allocation of resources with 27 reserved spots for a mere 5 fills (a ratio of over 5-to-1), with a lengthy lag time of two months. This resulted in a trifecta of issues: compromised candidate quality and quantity, coupled with a need for enhanced speed in the hiring process. Adding to the complexity, a high incidence of no-shows for scheduled interviews and first-day on-the-job commitments presented critical obstacles.

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Challenges

The challenges faced by our client were multilayered. The lack of candidate knowledge from their legacy suppliers led to a wasteful allocation of resources and a disjointed recruitment process. The imbalance in the ratio of roles to interview slots compounded the problem, causing delays and inefficiencies. Maintaining the requisite quantity and quality of candidates was quickly becoming a pressing concern. Most alarmingly, our client faced a high frequency of no-shows for interviews and job starts.

Solution

Recognizing the urgency and complexity of the challenges faced by our client, CXninja stepped in as their strategic staffing partner. We introduced our AI-powered automated staffing solution, working in close collaboration with our client. Leveraging our proprietary talent pool, skill-matching assessments, and AI-powered automation technology, we presented our client with a large volume of highly qualified and fully vetted candidates, whom we further screened via mock interviews with our internal team, addressing the interview no-show issues our client was facing and reducing the open-spot-to-fill ratio to a more reasonable 2-to-1. To further reduce candidate attrition, we kept in touch with candidates on a weekly basis for background updates and to make sure they were prepared for their 1st day since there was a 6-week delay from the offer to start date.

Benefits

Our Talent Cloud holds 200,000 fully-vetted contact center reps.
No lag time or confusion. CXninja's staffing solution maintains constant communication and keeps recruiters and candidates in the loop through the entire process.
Our process is streamlined and automated to reduce hiring costs, attrition, and time-to-hire.
Our candidates are skill-matched to their respective roles which reduces both short-term and long-term turnover.

Results

The impact of CXninja's intervention was profound and immediate. Through our collaborative process, we achieved an impressive 70% fill rate for all open roles. Key performance indicators demonstrated the success of our approach and the quality of our submitted candidates: an 80% submittal-to-interview rate, a 57% interview-to-offer ratio, and an outstanding 92% accepted offer-to-start ratio. Notably, the implementation of our solution resulted in zero first-day no-shows, a remarkable improvement given our client's previous challenges. The holistic transformation achieved by CXninja not only addressed our client’s immediate issues but also laid the foundation for sustained success in their staffing processes.