For decades, the traditional call center has functioned as the primary conduit between businesses and their customers, providing service by phone to answer questions, resolve issues, and handle complaints. This model, which emerged in the mid-20th century alongside advancements in telecommunication, revolutionized customer service. Call centers centralized customer support, streamlined operations, and made it easier for businesses to offer consistent service across large customer bases. However, this model also had inherent limitations. As call volumes grew, customers began experiencing long wait times, and the phone-only support model limited engagement options, often restricting service to standard business hours.
The digital age has transformed customer expectations and the way people interact with businesses. Today’s consumers, empowered by technology and accustomed to instant access to information, demand more than just a phone line—they expect fast, flexible support options that meet them where they are, across a range of digital channels. Whether it’s a quick response via live chat or a detailed inquiry handled by email, customers now look for service that is adaptable and available when they need it. They expect seamless, responsive support that aligns with their digital lifestyles, not a one-size-fits-all solution limited by phone lines and traditional and often times limited hours of operation that conflict with their own availability.
GetInsured has recognized and embraced this shift, evolving beyond the traditional call center model to stay ahead of these changing expectations. As a leader in customer assistance, GetInsured has developed an omnichannel approach that meets and often exceeds service level agreements (SLAs) by allowing customers to reach support across various platforms. This evolution reflects GetInsured’s commitment to providing exceptional service through flexible, responsive, and innovative customer care solutions. By integrating digital tools and aligning support with modern consumer needs, GetInsured is not only adapting to the new customer service landscape but setting a standard for excellence in health insurance enrollment omnichannel engagement.
As Michael Daugherty, VP of Call Center Operation at GetInsured, explains, “We take our role in this space very seriously, as we’re often the first point of contact a state customer has with their exchange, shaping their entire experience with the organization. Today’s customer expects a seamless journey across channels, and by transitioning from a traditional call center to a true omnichannel contact center, we’re not just meeting those expectations—we’re setting a new standard for personalized and efficient health insurance enrollment customer service.”
The GetInsured solution provides exceptional service through all available channels. Through multichannel support – including self-service, phone, chat, web, and optional CMS- approved artificial intelligence (AI) capabilities – we ensure exceptional first-call resolution and customer satisfaction. Both our experienced staff and our consumer assistance center (CAC) are designed to ensure comprehensive assistance throughout the consumer life cycle, from Open Enrollment Periods to renewals and 1095-A forms.
Enter the Modern Contact Center
A contact center – versus a call center – expands customer support beyond phone calls, offering consumer touch points via multiple channels. This integrated approach allows customers to interact with businesses in a way – and time – that’s convenient for them, creating a more accessible and versatile support experience. Plus, with the GetInsured platform, our enrollment system is integrated with our consumer assistance center. This integration enables contact center representatives, consumers, and agents/assisters to work off the same data in real time, ensuring enhanced self-service and far greater data integrity compared to using disconnected systems.
AI and Automation
We continuously improve our CAC functionality, incorporating upgrades such as AI and automation tools to adapt to the evolving needs of users. In fact, our client Nevada Health Link, was the first state-based exchange to receive Centers for Medicare and Medicaid Services approval to enhance the customer service experience. This AI-driven innovation offers callers natural language conversational interactions that answer common questions and requests instantaneously, augmenting the call center’s normal business hours by operating round-the-clock support to individuals seeking help with basic needs such as password resets and finding enrollment assistance. The implementation of a purpose-built interactive virtual agent (IVA) by the team at GetInsured marks a significant milestone in Nevada Health Links’s journey and sets the stage for other state-based exchanges to follow.
The shift from traditional call centers to multi and omnichannel contact centers marks a transformative change in customer support. As consumers continue to expect seamless, responsive, and personalized experiences across channels, adopting a modern approach is no longer optional—it’s essential.
As businesses adapt to the evolving needs of modern consumers, the shift from traditional call centers to contact centers represents a significant leap forward in customer support. This transformation is not just about technology—it’s about meeting people where they are, providing efficient, personalized assistance, and ensuring that customer service is accessible, consistent, and dependable across every channel. For GetInsured, the Consumer Assistance Center embodies this evolution, integrating AI, automation, and real-time data sharing to deliver a seamless, high-quality support experience. GetInsured is not only enhancing customer satisfaction but also setting a new industry standard for health insurance enrollment and consumer support. As we continue to innovate and expand our capabilities, we remain dedicated to making customer care simpler, smarter, and more responsive to the needs of the communities we serve.
