Case Study: National Program Administrator achieves faster service and reduced backlog with ReSource Pro

Delivering an End-to-End Operations Transformation

National Program Administrator, a California-based insurance program administrator with more than 30 years of experience, was facing serious customer service problems, including long call wait times, a backlog of 350 unfinished cases, and employee turnover caused by poor visibility into performance. ReSource Pro’s Operational Advisory team stepped in to help improve service delivery and establish the metrics needed to better manage operations.

ReSource Pro implemented industry-standard contact center and service request processing metrics, strengthened the service model, and delivered a two-day change readiness workshop to support the transition to its service delivery centers. As a result, the program administrator cut average speed to answer to under 30 seconds, reduced call abandonment to below 4%, lowered service calls by 15% in four months, and shrank the daily backlog from 350 cases to 30.