A leading health insurance company is a high-volume supplier of supplemental Medicare products. Customer enrollment rates had been steadily declining, and the company needed a solution that would realign their customer support strategies.
The hunt began for a partner that could provide world-class customer care, proven inbound and outbound contact center services and the ability to hit key target metrics.
We’ll give you two guesses as to who that partner turned out to be – but you’ll only need one.
Alorica was engaged because the client was experiencing unacceptable conversion rates on inbound and outbound customer calls. The inbound agents would gather customer information but, because of the delay between the inbound inquiry from the customer and the outbound call from the agent, they were seeing a rapid drop in the follow-up connection.
It was clear that a solution was needed to eliminate these strategic call gaps in order to continue hitting target sales levels and provide a fresh, innovative and informational customer care approach to health insurance.
We worked closely with the client to determine and refine their current strategy, and engineered a custom platform that met a more comprehensive set of qualification questions focused solely on the consumer’s needs. Our solution eliminated the fulfillment step in the original inbound-to-outbound process and resulted in higher first-call resolution rates. We reduced in-process cycle time by conducting live voice transfers, and delivered a much more qualified lead (via voice and data) directly to the agent, resulting in increased agent productivity and efficiency.
To date, Alorica has handled hundreds of thousands of calls for this client, and we have streamlined the process of forwarding only highly-qualified leads to our agents. By targeting the right customers at the right time, the client has seen significantly higher customer conversion rates, stronger enrollment rates, and just as importantly, increased agent job satisfaction.
We call that an all-around victory.
- Conversion rate increased by 12%
- Customer overall enrollment increased by 8%
- Eliminated over 25% of non-qualified leads
- Leads are directed more efficiently to close end gaps
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