TORONTO, ON – July 3, 2019 – Fonolo, the leader in cloud-based call-back solutions for the contact center, today announced the launch of its new call center field guide: How to Prepare Your Call Center for Seasonal Call Spikes: Healthcare Edition.
The new publication provides practical tools for call centers to improve customer interactions during a crucial time of year: Open enrollment. Open enrollment is one of the busiest and most stressful periods for healthcare insurance providers and consumers alike. 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 calls alone.
“Our customers in the healthcare vertical see extreme spikes in call volumes during open enrollment, but are prepared,” says Samantha Mehra, Marketing Communications Manager, Fonolo. “It’s important that all call centers in the healthcare vertical prepare for the influx of customer queries related to serious decisions about healthcare coverage, especially during open enrollment. Fonolo’s healthcare guide will help call centers prepare for this seasonal eventuality.”
Fonolo’s guide outlines the key ways call centers in the healthcare industry can prepare before open enrollment begins. It includes vital tips on:
- Self-service optimization;
- Workforce management;
- Mitigating spikes in call volume; and
- Training.
The guide is a must-read for any customer service leader looking to improve their call center and contact center infrastructures, both before and during open enrollment. Click here to access the complimentary guide.
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About Fonolo
Fonolo, the industry leader in cloud-based call-back solutions, has revolutionized the way contact centers interact with customers through web, mobile, and voice. The company’s patented call-back technology empowers customers with an innovative alternative to waiting on hold. Fonolo’s award-winning solutions are trusted by a growing list of call centers who aim to enhance the customer experience. From Fortune 500 companies to SMBs, Fonolo is valued by customers for its scalability, expertise, and proven ROI. Visit fonolo.com to learn how your call center can reduce abandonment rates, smooth out call volume spikes, and lower costs.
For media inquiries, please contact: media@fonolo.com