VSA Helps Inbound Client Handle Record-Breaking Call Volume
Jersey Desk/10280866

HADDONFIELD, N.J. - JerseyDesk -- VSA's Inbound Customer Service team recently fielded a record-breaking number of incoming calls for a client and successfully rose to the challenge, exceeding all agreed-upon performance guarantees.

The client is a municipal health services system that provides benefits to hundreds of thousands of city and county employees and retirees. Call volume is always high during the October Open Enrollment period, but was even greater this year due to a recent change in providers.

Working in conjunction with the client's in-house team, VSA's reps directly handled 49% more calls over the course of a single week than during the rest of Open Enrollment, including 141% over normal daily call volume on the Monday of that week. Both the weekly and daily total represented record-high call volumes for the program. These figures do not include return outbound calls made by the VSA team.

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"I want to say a huge thank you to your team," the client wrote in an email to VSA. "Yesterday was our highest call volume this Open Enrollment, and our highest day in comparison to Open Enrollment in 2022 and 2023. This is no small feat, so thank you and your team for the support!"

The numbers for the week included:

• A less-than 3% abandon rate (the agreed-upon performance guarantee based on staffing for the program is 5%)
• A greater-than 70% first-call resolution rate

"The client is very, very happy with the amount of calls we've taken for them," says Dawn Stolte, VSA's Senior VP of Operations. "The numbers are very impressive. They knew there'd be an increased call volume because of the change in providers, and we've been able to handle that and provide their customers with the answers they're looking for."

Ms. Stolte praised VSA's leadership team—Operations Manager Kylee Mikulski, Program Manager Holly Romond, Supervisor Kristen Crable—for the increase in production compared to last year. VSA's training and tech teams have also been instrumental in preparing the reps for the intricacies of the program, which involves utilizing the client's tech stack—often four or five different platforms at the same time.

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"The agents themselves have been wonderful on the calls," says Ms. Romond. "Very professional and patient. After taking calls for hours at a time, it's understandable if someone sounds a little tired, but listening back to the calls today, each one was beautiful. The people we're speaking to are often upset and worried, but our reps do a great job calming them down and giving them the information they need."

VSA CEO Valerie Schlitt adds, "It really has been all hands on deck. "It's been wonderful to see so many different people rise to the challenge to meet and even exceed this client's expectations."

For more information about VSA, Inc. visit www.vsaprospecting.com or contact 856-240-8100.