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News : Next Generation Enrollment Opens Call Center
Nov 12, 2014 -- A benefits administration company has opened a second call center in Las Vegas to support its growing client base and infrastructure needs.
Next Generation Enrollment in Ada said last month that it has opened the call center to expand its service hours and increase the reliability of its infrastructure to support its growing number of clients. The call center is located just southwest of downtown Las Vegas, at 3320 W. Sahara Ave.
Next Generation Enrollment provides an online portal for managing benefits, as well as a call center option to support employers and their employees.
Bradley Taylor, CEO of Next Generation Enrollment, said the company selected Las Vegas based on the number of existing call center professionals in the area and its location in the Pacific Time Zone.
"We were growing our customer base to where we had clients in Central Time Zone, just across the U.S., and we wanted to offer more hours when we would be available," Taylor said. "We also wanted the redundancy and backup for when we lost power or Internet here in Grand Rapids, so we knew another separate location would be necessary for that outside of the service area."
Taylor said the company also choose Las Vegas because of its large population of trained and educated Spanish speakers and the fairly inexpensive cost to travel there.
After a three-week training period, the second call center opened with 22 new employees and is anticipated to increase to 50 positions by 2016, based on the company’s current growth rate.
"We have been sending people from here out to train them," Taylor said. "The manager who is out there has spent three weeks in the office in Michigan learning the business.
"They have been doing a good job, as our business is very complicated and very customized in what we do. We answer employer benefits questions for our clients, and every client is unique. There is a lot that they have been tasked with learning, so we have tried to keep it simple for them and make sure the materials they are given are helpful."
With a majority of clients with networks spread across the country and in service industries such as hospitality and health care, Taylor said Next Generation Enrollment has grown to more than 100 employees from 30 employees in February 2013, due to an increase in talk times and a need to understand insurance coverage.
Posted by Veronica Silva Cusi, news correspondent
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Published: Friday, November 14, 2014