Open enrollment is one of the busiest and most stressful times of the year for healthcare insurance providers and consumers alike. In fact, many healthcare insurers start planning for open enrollment the minute the last season has come to a close. This is good thinking, as no company wants to find themselves getting ready only a few weeks before November 1st. Regardless, one of the main challenges during this time period is communication, with the cumulative call center volume in the federal marketplace totaling more than 14,569,000 in 2016 alone, according to the Centers for Medicare & Medical Services.
It makes sense: Customers are likely to be overwhelmed by the information they need to sift through in order to make serious decisions about their healthcare coverage. They are bound to have questions for call center agents. This, compounded by their desire to obtain the same level of customer service as they would from their favorite retail and tech brands, leads to massive spikes in call volume for most healthcare call centers. And while it might be tempting to forgo quality customer interactions and neglect the customer experience during this extremely stressful time of year, it’s of the utmost importance that call centers aim to please. After all, this is how customer relationships are made or broken.
How can your call center improve customer interactions during the most important time of year for consumers’ healthcare choices? That’s easy. In our latest tip sheet, you will learn the most important steps to take to get your call center into gear.
(Get the full tip sheet here!)