Open enrollment is usually one of the busiest and most stressful times of the year for healthcare insurance providers and their call center partners alike. The health insurance customers feel overwhelmed by the volume of information involved in the healthcare coverage selection process. However, the main challenge during the annual open enrolment is communication, as the healthcare call centers have to handle a huge call volume.
It is only natural for federal healthcare customers to have questions regarding healthcare plans as they make serious healthcare coverage decisions. Call center agents must resolve all their queries and deliver excellent customer service and customer experience at the same time to build customer relationships as early as possible.
So, how can call centers to improve customer interactions during the most stressful time of the year for healthcare?
Here are some tips to ensure a better customer experience with the healthcare call center.
But before we go into the tips, let’s remember some important dates for open enrolment 2021:
- The 2021 Open Enrollment Period runs from November 1, 2020, to December 15, 2020.
- If you don’t act by December 15, you can’t get 2020 coverage unless you qualify for a Special Enrollment Period.
- The open enrollment period in California runs from November 1, 2020, to January 31, 2021.
- The open enrollment period in Columbia is from November 2, 2020, to November 20, 2020
And now it’s time for the tips to improve customer experience during the 2021 open enrollment:
Hiring the Right Agents
Healthcare call centers do a huge number of hiring for the open enrollment period every year. But this year, due to the pandemic situation, the hiring has been a little delayed. Reputed healthcare call centers like Ameridial are still on top of their hiring game and are focusing on hiring the right candidates. They are taking all kinds of precautions to ensure the employees’ health and safety as well as the candidates while doing the hiring.
Carrying Out Proper Agent Training
Healthcare call centers require to increase their staffing levels with temporary agents every year for open enrollment. They need to train the temporary workforce before they hit the floor to ensure that the agents can efficiently handle the calls and provide the customers with the required information promptly. Even the existing agents need the training to get their knowledge up-to-date before the enrollment season opens. It is the only way to ensure an excellent customer experience and better customer relationships during open enrollment.
One of the biggest challenges healthcare call centers face during open enrollment is scheduling their workforce the right way. During open enrollment, call centers have a vast number of agents on board and new agents joining frequently. Call center like Ameridial manages their workforce efficiently to ensure minimum hold time for healthcare customers and prospects, which results in improved customer experience.
Offering Multichannel Assistance and Call-Back
Being kept on hold for too long and having to call healthcare call centers multiple times are two main complaints the customers have during open enrollment. Call centers like Ameridial eliminate this problem by offering customer assistance through multiple channels and offering a call-back request at a scheduled time. It brings down the wait time and provides the customers with a better experience.
These are some of the ways healthcare call centers like Ameridial improve customer experience during open enrollment. For more information on our open enrollment call center service offerings, contact us today.