As we wrap up another successful Open Enrollment Period, let’s examine one of the drivers of this year’s record-breaking enrollment numbers: Key Performance Indicators and their role in delivering exceptional consumer service.
In the dynamic world of health insurance enrollment, each consumer interaction plays a critical role in helping the enrollee select a plan that best suits their needs. At GetInsured, our Consumer Assistance Center (CAC) leverages key performance indicators (KPIs) to ensure that every consumer receives the support they need. These metrics are not just numbers – they reflect our unwavering commitment to empowering Customer Service Representatives (CSRs) with the knowledge they need to help consumers to the best of their ability.
KPIs are crucial because they provide measurable insights into our performance, allowing us to identify areas for improvement and consistently deliver high-quality support. By focusing on metrics that matter, such as First Call Resolution, Average Handle Time, and Customer Satisfaction, we ensure that our operations are finely tuned to meet consumer needs. Our strategic investments in cutting-edge tools and targeted training empower our CAC team to transform the following key KPIs from abstract metrics into results that help consumers in tangible ways.
The Power of First Call Resolution
At GetInsured, we understand that resolving a consumer’s issue in a single call – and without follow-up – can be transformative. Our CAC – operational in states such as Georgia, Virigina, Nevada, and Pennsylvania – is designed to deliver swift, effective solutions, ensuring that consumers’ needs are met promptly and efficiently. This commitment to problem-solving is reflected in our impressive 94% satisfaction rate and an 18-second average wait time.
Customer Service Representatives (CSRs) are equipped with the comprehensive training and advanced tools they need to excel by engaging in immersive onboarding programs and ongoing skill-building workshops in topics including – but not limited to – the Affordable Care Act, state-specific policies, active listening, and empathy. Our approach ensures that our CSRs provide accurate, up-to-date assistance and maintain high standards of service excellence.
“My family is dealing with a complex issue right now involving insurance and medical bills. April was more than patient with us, even when our stress levels had hit the limit. She took the time to talk with us and acknowledged the human side of our problem as well as the impact it is having on our family. April has a rare and special knack for explaining things and for empathy, two skills that are very rare and valuable, especially at such a high level, in customer service!”
Elevating Customer Satisfaction
We prioritize delivering exceptional service quality, as reflected in our consistently high Customer Satisfaction Scores (CSAT). Alongside our state-based marketplace clients, we adhere to stringent customer satisfaction standards, consistently achieving ratings above 94%. Our experienced team rigorously measures CSR performance, evaluating factors such as initial greeting, customer acknowledgment, courteousness, CSR knowledge, and call resolution.
“Octavia was extremely professional and carefully guided me through the application- revision process. Her expertise relieved my mind, knowing my application had been submitted with the correct information. As a customer who truly appreciates the privilege of receiving high-quality medical coverage, Octavia’s help meant the world to me.”
In the meantime, business intelligence tools enable us to perform quality checks on all contacts, ensuring that every interaction meets our high standards. These same tools allow us to identify trends and maintain high CSAT scores across different groups. By continuously monitoring and adapting to feedback, our service quality remains at the forefront of consumer assistance.
Boosting Consumer Engagement with Rapid Response Times
We pride ourselves on our remarkable Average Speed of Answer (ASA), which is consistently under five seconds. This exceptional efficiency enhances our Customer Satisfaction Score (CSAT), as consumers are more inclined to collaborate on solutions and consumers can call whenever they need assistance, without worrying about long hold times.
Our commitment to service excellence is further demonstrated by our Service Level (SL), with over 90% of calls answered in fewer than 30 seconds. Even during busier periods, consumers reach a CSR without the frustration of repeated attempts or long waits. This prompt handling keeps consumers engaged and prevents them from abandoning calls – or, worse, going without coverage.
Delivering High-Quality Service Even in High-Volume Periods
When call volumes rise during the Open Enrollment Period, our refined systems ensure that consumers still receive the service they need. For instance, in Virginia’s inaugural OEP, our CAC managed 102,253 calls with an impressive average wait time of less than 27 seconds while attaining a 94% satisfaction rate.
Proactive Monitoring for Consistent Excellence
Consumers consistently receive top-tier support through our vigilant monitoring system. With powerful business reporting tools and automated alerts, our experienced teams can swiftly address potential issues. A great example of this is from Pennsylvania, where our monitoring tools detected a potential issue with call wait times. Due to real-time alerts, we promptly adjusted staffing levels, allowing consumers to continue experiencing minimal wait times and maximum satisfaction. This level of attention to detail highlights our dedication to providing exceptional service at every touchpoint.
“Wanda F. was amazing. She helped me get my insurance back on track and she was on the phone with me for over an hour. I cannot tell you how much better I feel after working with her. She was extremely patient and kind. If everyone in health care behaved like her, it would solve all the problems facing our health care system.”
