April 3 2017 Our Company amp Service Area at a Glance Proprietary amp Confidential 2 Company Overview Independence Health Group serves nearly 85 million people in 25 states and Washington DC including 25 million in the greater Philadelphia region ID: 731086
Download Presentation The PPT/PDF document "Maximizing Sales Call Center Agents: ..." is the property of its rightful owner. Permission is granted to download and print the materials on this web site for personal, non-commercial use only, and to display it on your personal computer provided you do not modify the materials and that you retain all copyright notices contained in the materials. By downloading content from our website, you accept the terms of this agreement.
Slide1
Maximizing Sales Call Center Agents: Shared Services Model
April 3, 2017Slide2
Our Company & Service Area at a Glance
Proprietary & Confidential
2
Company Overview*
Independence Health Group serves nearly 8.5 million people in 25 states and Washington, D.C., including 2.5 million in the greater Philadelphia region.
*Source: ibx.com
**Unbranded products are offered through AmeriHealth New Jersey
Service Area Snapshot
Independence Blue Cross offers three Medicare Advantage HMO products and one PPO product in our five-county service area in southeastern PA
Over
160,000
members across entire branded and unbranded Medicare product portfolio in both PA & NJ**Slide3
Our Current Telesales Staffing Model
Environmental Scan
Performance Criteria
Staffing Levels
Prospect opportunities change considerably from AEP to lock-in
Daily c
all
volume decreases more than 40% from AEP to lock-in
Changes in call volume require adjustments to staffing
levels
Agents chosen to remain with the telesales call center full-time are selected based on their AEP sales performance, compliance scores, attendance, and teamwork
Decreasing staffing levels allows for a larger investment to be made in the high-performing agents for the remainder of the year
Agent downsizing could potentially be mitigated by providing additional projects and initiatives to the call center
Maximizing Resources
3
Proprietary & ConfidentialSlide4
Medicare Annual Certification
Onboarding
Ongoing
Making a Successful Telesales Agent
Proprietary & Confidential
4
Mandated Compliance Training
Overview
of Independence
Basic
Phone Skills Training
Working
with the Population
Medicare 101
Sales Training (Knowledge & Skills)
In-depth Product Training
Systems Training
Putting It All Together
Supported & Effective Agent
Medicare Basics
Fraud, Waste & Abuse
General Compliance
Product Training
Testing
Continuous improvement determined by:
Calibration Calls
Call Monitoring
Ongoing Coaching
Other Data
Cadence Communication with Vendor
Continuous improvement through training, vignettes, gamification, etc.Slide5
Executing on a New Welcome Call Pilot Program
Proprietary & Confidential
5
Scope & Background
Launched a welcome call pilot using our traditionally sales-focused call center in Johnstown, PA
Focused
on new plan holders who were also “New to Blue”
Success Story
Pilot Program Logistics
Next Steps
Campaign ran from late January through mid-February and population consisted of 5,278 members
Calls were made by small group of agents (less than six) dedicated to this campaign
Focused on a solid “Welcome Message,” confirming receipt of plan documents and requirements, explaining common pain points, and providing information on how to get assistance
Completed 2,240 of 5,278 calls; average call time was 6-8 minutes in length
Call
topics impacted STAR measures, customer service call center drivers, and long-term retention efforts
Identified 151 higher-level issues that were warm transferred to internal service team to be triaged
Follow-up campaign underway targeted at high-risk new plan changers
Members
who previously had an Independence plan but switched to another one in 2017
Program focused on explaining any significant benefit differences and providing additional touch for members that may be having uncertainty about their coverageSlide6
Exploring Shared Service Business Models
Proprietary & Confidential
6
Licensed & Non-licensed Agents
New Hire Training – Identical New Hire
Credentialing
& Certification
Call
Center Onboarding & Training
Non-licensed Agents
Event Scheduling – Home Visits, Seminars & Member Meetings
Telephonic Scope of Appointments
Telephonic Enrollments
Welcome Calls
Shared resource credentialing and onboarding training process that maximizes efficiency
Minimizes
the cost of separate platforms
One
process, one platform, potential uniformity among Blue partners
Shared resource multi-carrier approach to the utilization of non-licensed agents
Would create uniformity in scripting, process, compliance, and monitoring
Would account for market competitiveness and volume, providing cost containment
Cooperative
approach to non-sales best practice initiatives, such as welcome calls, health risk assessments, and retention-based strategies
Working Together to Find Scalable SolutionsSlide7
Open discussion
Proprietary & Confidential
7