As most Medicare leads and Medicare live transfer buyers know, October, November, and December are whirlwind months. The annual enrollment period (AEP) demands your full attention, yet it tends to sneak up quickly. That’s why we encourage you not to wait. Start preparing now so you’re ready to serve your clients. Here are four ways to get started.
1. Chose a Quality Partner
Start with the end in mind, and choose a quality, experienced partner to support your needed call volume. Forming a tight partnership is the only way to survive and thrive during the rush.
When evaluating a partner to provide Medicare live transfer leads, look for a US-based call center staffed by experienced agents who are accustomed to tailoring their scripts to meet the needs of Medicare consumers. Verify that they can:
- Transfer live Medicare calls to your agents
- Interact with Medicare prospects in a warm and expert manner
- Set your Medicare agents up for success
Take note of their culture, training, and list vetting processes. For example:
- How much experience do they have with Medicare live transfers
- What are their company values?
- Do they have long-term employees or is there a lot of turnover?
- Do they use vetted data to ensure 100% consumer consent?
- Are they TCPA compliant?
Lastly, a quality partner should be nimble and able to adjust their approach according to your input. No ruffled feathers. No long delays. No exorbitant upcharges. A collaborative partnership can handle the frequent adjustments that AEP often requires.
2. Forecast & Plan
Once you have a solid partner to keep your phones ringing, it’s time to think about the nitty-gritty details of results forecasting.
- What did you do last year? This is a good baseline.
- What is your new business goal for this year?
- What is your average close rate?
- How many inbound calls do you need to receive?
- What is your targeted cost per acquisition (CPA)?
Work with your inbound call partner to formulate a custom plan that achieves your goals.
In addition, take time to confirm your team’s staffing. Are you prepared to handle the forecasted volume? More specifically, do you have the people to manage the number of call transfers you’ll receive in a day? Also, what is your call transfer timeframe? For example, some call buyers want calls between 9:00 a.m. and 4:00 p.m., while others opt for a more unconventional timeframe.
3. Train for Results
Let’s dig even deeper; consider the training and support your agents will need while navigating the crazy call volume they’re about to experience. How will you …
- Keep everyone feeling positive and inspired while they’re under siege
- Ensure adequate product knowledge
- Teach them how to effectively engage with callers
- Show them how to problem solve and overcome closing barriers
- Support them with the best technology and ensure no downtime
- Handle employee burnout at the end of November
Also, let's talk about transfer scripts. First, consider your pre-transfer script and the ideas you have in mind for it. Your inbound call partner should qualify consumers and confirm buying intent before transferring calls to you.
Next, think about the post-transfer script and what your licensed agents will say when the call comes in. Establish two or three questions to qualify the lead further, establish rapport, and move into the quoting phase of the call.
Establishing well-coordinated pre-transfer and post-transfer scripts will help each call unfold smoothly, shortening call times and supporting your CPA goals.
We encourage you to conduct a “dry run” with your inbound call provider to make sure everything works as you intend. Testing the quality of your plan is far easier before AEP than during the rush. Seeing your strategy in action beforehand will help you identify any areas that need improvement.
4. Monitor Performance & Adjust As Needed
The last and ongoing element of achieving your goals is monitoring results and adjusting as needed. Start by looking at the “soft” or qualitative information available to you. What are you seeing? What input are the agents providing? For example:
- Are the inbound calls well-qualified?
- Do consumers understand the agent’s role and is the warm handoff working?
- Are you answering calls without delay?
- Are the approved scripts working or should they be modified?
- Are there a higher number of drop-offs than expected?
- When are you losing prospects and why?
Then, compare the hard data to your goals. Look at:
- Call volume
- Closing rates
- Cost per acquisition
When you’ve considered all other elements in your strategy, your CPAs should align. However, human behavior and societal influences also play a role. So, keep a watchful eye on your overall strategy and adjust as needed. Being flexible is critical.
Get the Collaboration You Want from Digital Market Media
Digital Market Media is the onshore, compliant, and collaborative partner you need to make this AEP better than ever.
Contact us to learn how we can fuel your pipeline with quality call transfers. If you’re attending Contact.io, be sure to meet us in person.
