CASE STUDY 1
Smart Seasonal approach rocks open enrollment
Sales associates could focus more on selling, which they did with the help of TTEC technology for training and member experience. Customized quote information was delivered via microsite, which included headshots of advocates and instructions to complete the enrollment process via self-service or a contact-the-associate
The health plan faced a worker shortage as it prepared for the annual open enrollment season. It was difficult to find expert employees for part-time work at a modest wage in specific locations. The company adopted TTEC Digital and TTEC Engage’s recommendation to deploy a Smart Seasonal strategy that took into account innovations in people, process, and technology. Using a highly skilled yet cost-effective offshore pre-sales workforce for initial open enrollment inquiries and qualifications reduced the need for many licensed, U.S.-based sales associates, for whom the company raised wages. We prioritized the recruitment of @Home workers for new positions from around the country to serve as year-round healthcare advocates.
button to help finalize the process. Callback assist allowed prospective
members to receive a call when it was their turn to speak to an advocate, rather than wait on hold. And for advocates, a robust knowledgebase and real-time coaching helped enable dynamic improvements to call flow and sales processes.
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Offshore pre-sales workforce
Personalized training, coaching
Self-service, call-back assist
SOLUTIONS
45% drop in cost per enrollment
29% lift in sales conversions
73% rise in Medicare enrollment
RESULTS
6 | High water mark for healthcare
ttec.com | 7
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