Scalable Support and Operational Excellence Through Omni’s Fractional Workforce Solutions

The Solution

Agile Scaling with Omni’s Fractional Workforce Model

The insurance provider partnered with Omni, leveraging its Fractional Workforce Model to manage unpredictable surges in customer contact volume. For initial activations, such as supporting claims during natural disasters, Omni rapidly deployed trained agents. Demonstrating extreme readiness and scalability, during one critical activation peak, Omni certified and moved 500 qualified agents to handle live calls within just 72 hours, showcasing the ability to mobilize large, effective teams almost immediately to handle urgent inquiry volumes.

The Results

Exceptional Performance, Flexibility, and Enhanced Trust

During critical response periods, Omni’s teams efficiently handled thousands of calls, achieving exceptional service levels, including zero abandoned calls. The client was highly satisfied with this performance, particularly Omni’s proven speed of deployment (mobilizing hundreds of agents in days), the quality of service delivered under pressure, and the ability to scale effectively. This positive experience built significant trust, leading the provider to turn to Omni again for subsequent critical events. Omni’s demonstrated ability to rapidly flex up for diverse critical events (natural disasters and security incidents) and scale down efficiently afterward, all while maintaining high-quality performance metrics, solidified its position as the client’s primary and most trusted support partner.

Conclusion

Omni Interactions provided a vital workforce solution enabling an insurer to navigate extreme, unpredictable demand surges and critical events effectively. By implementing its Fractional Workforce Model, Omni delivered unparalleled rapid deployment capabilities—activating 500 agents in just 72 hours during one peak—and exceptional operational performance, handling over 128,300 calls with 0% abandonment across critical periods. This combination of speed, scalability, and consistent high quality across different crisis scenarios fostered significant client trust and led to Omni becoming the provider’s primary support partner. The partnership highlights the power of flexible workforce solutions in ensuring business continuity and service excellence, even under the most challenging circumstances.