What you need to know

As we close out this year’s peak season, Prime is pleased to share that our operational performance remained strong despite significantly higher than expected call volumes. Across our enterprise, teams demonstrated exceptional focus, flexibility and dedication to delivering a positive experience for clients and members alike. We appreciate your partnership and engagement throughout peak season. 

Overview 

Peak season is all about preparation, teamwork and the ability to adjust quickly as real time needs emerge. Prime teams spent months strengthening contact center staffing and training, anticipating overtime needs and coordinating through daily huddles to ensure proactive monitoring and timely action. 

Thanks to that preparation and close partnership with our clients, Prime’s contact center performance remained strong, even as call volumes stayed consistently higher than expected for the first few weeks of the year. A few highlights from this season:  

• Our teams put in thousands of hours of overtime, stepping up in extraordinary ways to support clients and members.
• Daily monitoring across operational areas allowed us to identify concerns early, often before they could affect service levels. 
• Member feedback was overwhelmingly positive, with many noting that agents were helpful, knowledgeable and patient — exactly the experience we aim to deliver. 

“This peak season shows what’s possible when our teams pull together with focus and heart. From long hours to rapid problem solving, they never lost sight of our mission: delivering an excellent experience for every member we touch”
— Dustin Cheek, VP of customer experience 

What’s next? 

Prime recognizes that there is always an opportunity to improve. Operational teams from across the organization will evaluate what can be better and begin making preparations for peak season 2027, which is always closer than you think. 

Thank you for your continued partnership throughout peak season. We value your collaboration and remain committed to delivering high quality service for your members every day. Please reach out to your Prime account team if you have questions or would like to review performance details specific to your plan.