Private Insurers: A Smart-SeasonalApproach to Call Volume Surge
For many Australians who use private health insurance, thousands may choose to switch or change coverage related to the annual April 1st premium increase. As a result, support systems for private insurers may be overwhelmed with existing members and interested prospects seeking information that will determine if they’ll continue services or switch.
Get Smarter about Open Enrollment
To help prevent surge overload and retain customers, changes need to be made to associate staffing, training and operations to alleviate inefficiency and allow associates to focus on what they do best while deflecting other communication elsewhere.
This white paper will outline four ways to support contact centre demand:
- Find the right labour mix
- Invest in an optimal people strategy
- Empower associates to drive conversions
- Implement technology to accelerate results