Overview
This company is a leading insurance provider and one of the fastest claims processors in the nation. They allow customers to submit claims online via their website, dramatically decreasing the average processing time per claim. They faced the immediate challenge of providing a scalable system of technical support that could effectively manage the increased volume of customer claims.

Challenge
As their business and customer services demand rapidly grew, the client was struggling with a variety of staffing issues that were hindering productivity. The company had problems finding qualified IT consultants to meet their technical skills requirements. The challenge for PSI was to provide a framework for identifying and managing the types of employees best suited for this environment. Once the system was designed and implemented, the PSI Resource Managers would then provide a funnel of pre-qualified consultants to enhance the performance of the technical support team.

Approach
PSI provided an onsite Account Manager to research and identify the client’s technology support center objectives, critical challenges, and requirements. After a thorough business process analysis with the client, it was determined that the most effective method for staffing would be for PSI Group to provide Technology Support Specialists on a contract basis, with the client retaining the right to permanently hire those best suited for long term employment. This method would allow the client to evaluate the skills and cultural match of any given employee before actually extending an offer of permanent employment. PSI Group then established a team of Recruiting and Resource Managers to proactively develop a network of pre-qualified, technically superior IT support candidates for future needs of the client. In conjunction with this approach, the Account Manager implemented incentives for all consultants. These incentives included activities and multiple group outings, as well as performance-specific incentive bonuses.

Result
Within five weeks of program implementation, PSI had established an interview-to-hire ratio that was unprecedented in the client's past. As a result, Client Managers were spending far less time interviewing and discussing candidates. Eventually, the screening process conducted by PSI Group’s Recruiting and Resource Managers became so thorough and effective that the hiring burden rested solely in the hands of the PSI team. The success of this partnership provided the client greater stability within their technology support group, and increased overall customer satisfaction experienced by the client’s policy holders.