Identity Protection Firm Uses Flex Model to Ramp 2500 Hours Daily for Healthcare Data Breach

Overview

Our partner is one of America's largest firms specializing in credit monitoring and identity protection services. They focus their services on safeguarding users against identity theft and data breaches.

During an identity theft event, particularly one involving a large-scale data breach, there's often a sudden surge in customers needing assistance. These events require a staffing solution that can ramp up in days, not months to handle a massive increase in calls.

Challenge

In September 2024, one of America’s largest healthcare providers experienced a data breach impacting 100 million customers—the largest healthcare data breach in U.S. history.

Our partner was faced with massive surge in call volume, urgent need for rapid scaling, required experienced agents that could handle sensitive data, and maintain high-quality under pressure.

The client’s internal resources were already stretched thin, and the cost of quickly hiring, training, and onboarding temporary staff was unsustainable. A scalable and secure solution was critical to managing this crisis effectively.

Solution

ShyftOff stepped in as a trusted partner to deliver rapid, flexible, and secure customer support solutions tailored to the client's unique needs during the crisis.

Using ShyftOff’s innovative platform, the client was able to scale operations quickly, enhance service quality, relive internal pressures, and optimize costs.

ShyftOff’s scalable approach ensured the client could maintain uninterrupted service, even as call volumes reached peak levels within days of the breach being announced.

Results

ShyftOff's scalable approach allowed the firm to respond rapidly, stabilize operations, and save costs without compromising service quality.

This partnership showcased the client's dedication to safeguarding their customers during a critical crisis.

We provided responsiveness to FTE count and held 400 FTE for three months.

We increased hours by 546% from first launch week to 2nd week, maintaining 2500 hours a day.