We get more than a little excited when we hear from health insurance clients who buy inbound calls from us. Invariably, they talk about a few perks this type of call brings them. Topping the list for them is how well these calls convert. But a close second is the fact that there's no more compliant type of call than the one that originates with a consumer.
Here's how inbound calls for health insurance work - and how to get the volume your call center needs.
Whatever happened, if they're searching for health insurance within 30 days of that event, they're highly motivated to find the policy that's right for them.
Back to your health insurance buyer...
They've just had a "qualifying event" and suddenly find themselves on the hunt for a new health insurance policy. Scrolling through Facebook with their morning coffee, no surprise - they see ads for health insurance.
They head out to the grocery store and they see insurance advertised on a billboard - maybe even on those signs in the grass at traffic lights. They turn on the radio and hear ad ad. Back home, two minutes into their favorite TV show... another ad.
Health insurance isn't one of those shopping list items people can just go out and buy on their own - at least not very easily. There are so many options and a whole lot of fine print. Making a buying decision gets really complicated, especially because few consumers make this kind of purchase on a regular basis. Choosing a health plan isn't even as easy as comparing a couple of plans and going with the one that fits best; it's just not that simple.
They need to talk with someone who understands the jargon, the details, and the options. That someone could be the agents in your health insurance call center. After all, these consumers are going to call someone - and it's likely to be the advertiser who knew best when and where to reach them with a marketing message that hit home.
Let's say a health insurance shopper sees an advertisement from Digital Market Media that prompts them to call your call center. It could go a couple of ways. One, they might reach an interactive voice response (IVR) message that thanks them for calling and asks a simple question to qualify them. Perhaps it goes like this:
Thank you for calling for help finding your new health insurance plan. If you've gotten married or divorced - or had a birth or death in your family - or a change in your employment in the past 30 days, please press one. If you haven't had any of those changes in the past 30 days, please press two.
You get to determine what qualifying questions you'd like the IVR to ask. If the caller qualifies, your phone rings. Of course, if you'd prefer, we can skip the IVR and you'll get all the calls that come in.
Once your call center phone rings, the ball is in your court. Your agent will have a specified duration period (usually 1-2 minutes) to determine whether this is a qualified call. Only then does the call become billable.
When you get enough calls from people who are ready (and qualified) to buy, meeting your sales quotas becomes a lot easier. Add in the fact that with inbound calls, you'll only ever talk with consumers who truly want to discuss health insurance - and not only do you have an ideal compliance situation... you also make more sales with less work.
We know the answer to that. But the best way for you to find out for sure is to reach out to our inbound call specialists to discuss your needs. If our inbound calls are a fit for your needs, we can provide as many calls as you need, whenever you're ready for the phones to start ringing.