From day one of a live enrollment launch, VLBPO handled peak call volumes of 8,000+ per month, maintained 100% team attendance during critical windows, and delivered seamless benefits enrollment support for Public Partnerships, LLC navigating platform instability, plan complexity, and language barriers without missing a beat.
Client Overview
PEC Insurance partnered with VLBPO to provide call center and enrollment support services for Public Partnerships, LLC (PPL), a national public administrator of self-directed services. PPL employees required comprehensive support for their annual benefits enrollment, including medical, dental, vision, and voluntary products administered through the Selerix platform.
With an April 2026 go-live date and no margin for error, PEC needed a BPO partner that could ramp quickly, manage high call volumes, and deliver consistent quality from day one.
The Challenge
The engagement launched at one of the most demanding points in the enrollment cycle. VLBPO was tasked with supporting a live enrollment rollout while simultaneously managing:
- A rapid onboarding timeline requiring mastery of 40+ enrollment scenarios before going live
- Technical instability in both the Five9 telephony platform and Selerix enrollment portal
- Complex benefit plan structures, including Bronze vs. Silver SecureHealth plan differences and multi-tier deduction schedules
- High-friction caller situations involving insurance card delays, salary deduction concerns, and retirement account transitions from Fidelity to Empower
- Non-English speaking callers requiring coordination with third-party translation services
Each of these challenges had to be managed in real time, at volume, without impacting the employee experience or enrollment accuracy.
VLBPO’s Approach
VLBPO deployed a dedicated team trained across all PPL benefit scenarios, operating as a fully integrated extension of the PEC enrollment operation. The approach was built around four pillars:
Rapid Ramp and Training Execution
Before go-live, the VLBPO team completed intensive scenario-based training covering 40+ enrollment situations daily. This included Selerix navigation, QLE (Qualifying Life Event) processing, benefit eligibility verification, and security and PII compliance protocols. The team transitioned to full live operations on April 15th with no ramp-down period.
High-Volume Call Handling
VLBPO managed both inbound and outbound enrollment calls, serving as the primary point of contact for PPL employees across all benefit lines. During peak periods, the team handled monthly volumes approaching 8,000 calls, with weekly peaks exceeding 2,200, while maintaining consistent quality and call-logging standards throughout.
Platform and Technical Issue Resolution
When Five9 and Selerix experienced unexpected technical issues, including portal logouts and Step 2 download errors, the VLBPO team implemented real-time workarounds and communicated transparently with callers, ensuring minimal disruption to the enrollment process.
Caller De-escalation and Complex Query Resolution
VLBPO agents were trained to handle high-friction scenarios including escalations around insurance card delivery timelines, confusion over salary deduction amounts, and questions about the Fidelity-to-Empower retirement account transition. Non-English speakers were supported through coordinated use of third-party translation services.
Challenge Spotlight: Managing a Live Launch Under Pressure
The April 15th enrollment launch represented a high-stakes operational moment. VLBPO had a narrow window between completing training and taking live calls, with no buffer for errors.
Situation
PEC Insurance needed call center coverage for a live benefits enrollment launch with an immediate go-live date. The team had to be fully trained across 40+ scenarios and ready to handle real calls on day one, with no phased ramp.
What We Faced
Within the first weeks of go-live, the team encountered simultaneous system instability across Five9 and Selerix, a surge in complex caller queries around plan differences and deduction schedules, and connectivity issues with third-party translation vendors, all during peak enrollment volume.
How We Responded
VLBPO maintained full team attendance and call coverage throughout. Real-time issue triage kept calls moving despite platform instability. Agents applied scenario training to de-escalate complex queries accurately and efficiently, and translation workflows were adapted to minimize hold times for non-English speakers.
Outcome
The enrollment period was completed without service disruption. High call volumes were absorbed, complex queries were resolved, and client reporting showed consistent quality and adherence throughout the engagement.
Results
VLBPO delivered consistent performance across all key metrics from the first day of live operations:
- 8,000+ calls managed per month at peak enrollment periods
- 2,200+ calls handled in peak weekly periods with no service degradation
- 100% team attendance maintained during critical enrollment windows
- Successful transition from intensive training to full live operations on April 15th
- Complex benefit queries (eligibility, documentation, platform navigation) resolved at volume
- Consistent QA performance through detailed call logging and PII compliance adherence
Business Impact
Beyond call volume and attendance, VLBPO’s engagement delivered structural value to the PEC enrollment operation:
- Served as a stable, scalable back-office extension for PPL during a high-stakes enrollment transition
- Established a transparent QA and reporting framework that enhanced performance visibility and reduced call-handling friction
- Strengthened client trust through compliance-adherent operations and consistent service levels
- Demonstrated rapid ramp capability from training to full live operations without a gap period
- Built a replicable operational model for future enrollment cycles and open enrollment periods
Need reliable enrollment support at scale?
VLBPO provides insurance and healthcare organizations with trained, scalable call center teams that deliver from day one. Contact us to discuss your next enrollment cycle.
