Medicare insurers are often seeking ways to increase profits, while also being more efficient. One strategy that many insurers are adopting is call center outsourcing. This approach offers many benefits that can improve your company's bottom line and deliver an improved customer experience.
Three compelling advantages to outsourcing your Medicare call center:
- Cost savings
One of the most significant advantages of outsourcing your call center is the potential for cost savings. Running an in-house call center can be expensive, with costs associated with hiring training and maintaining a team of sales and/or customer service representatives. Overhead expenses such as office space, equipment, management and technology infrastructure also add cost to your operations.
Outsourcing your call center to a specialized provider with agents who are highly trained on Medicare health plans can help you reduce these costs. A specialized outsourced provider has the expertise and resources to efficiently manage call center operations, which can lead to further cost reductions. By outsourcing, insurers can allocate their budget and other resources more effectively and focus on core business activities. In addition, outsourcing allows the insurer to tap into a call center with trained agents, which can help increase conversion rates and improve operating margins.
Alight OneSource
OneSource serves Medicare, health plans, pharmacy vendors and other organizations seeking highly trained and specialized call center support.
- Access to call center expertise and advanced technology
Outsourcing your call center gives you access to a team of experienced professionals who are well-informed on the topics that matter to Medicare plan participants. These experts are trained to handle all types of customer inquiries and issues, ensuring that your customers receive the support they need and enroll in the plan that is best for them. Equally important is the level of quality a specialized provider will offer, delivering compliant processes that ensure the best experience.
Additionally, by outsourcing, there’s no need for the Medicare insurer to invest in the advanced technology and infrastructure that’s needed to deliver and maintain efficient, effective call center service.
- Scalable and flexible call center services
Another key benefit of using a specialized Medicare insurance call center outsourcer is the ability to scale operations quickly and efficiently. It typically takes at least a year to stand up an in-house call center. As your business grows, your needs will likely increase. Managing this growth within your company can be challenging, as it requires hiring and training additional staff, as well as investing in new technology and infrastructure.
Outsourcing your call center allows you to scale your operations and teams fast, without the hassle of managing these logistics. Call center outsourcing providers have the capacity to handle fluctuations in call volume, ensuring that plan participants receive timely support even during peak periods. This flexibility is particularly valuable for businesses with seasonal variations in demand, such as Medicare, or those experiencing rapid growth.
By partnering with a call center outsourcing provider like Alight, you can deliver a great Medicare customer service experience and improve efficiency. This partnership allows you to free up time and resources to focus on your core business activities that drive growth.
Let Alight OneSource show you how we have worked with carriers of all sizes to improve results and drive demonstrable ROI.
