A look at the skills and traits that make top-performing agents, from empathy to active listening, and other best practices at GetInsured.
As an experienced contact center manager with over 30 years of insurance experience, including more than 15 years in contact center management, I’ve seen that exceptional customer service doesn’t happen by accident. It’s the result of deliberate training, skill development, and a commitment to equipping our Customer Service Representatives (CSRs) with the tools they need to thrive and provide the highest level of support, ensuring every consumer feels confident and well informed during their journey.
At GetInsured, we’ve spent over a decade perfecting the art of running consumer assistance centers (CACs) that integrate seamlessly with our state-based exchange (SBE) enrollment platform. In states such as Georgia, Pennsylvania, Nevada, and Virginia our innovative service design and relentless focus on consumer satisfaction have resulted in a proven model that consistently delivers outstanding results – like a 95% satisfaction rate and an eight-second average wait time.
But what sets our teams apart? It comes down to the essential skills and traits our CSRs embody and how we enable them to exceed expectations.
How We Enable Excellence
At GetInsured, we don’t leave success to chance. We actively recruit CSRs who demonstrate compassion, professionalism, and a strong work ethic, and we invest heavily in their development. From immersive onboarding programs to ongoing skill-building workshops, we give our teams the knowledge and confidence they need to excel.
Our approach is simple: we don’t just tell our CSRs what great service looks like – we show them how to deliver it. By providing practical tools, continuous education, and a supportive work environment, our representatives meet and exceed our high standards.
Emotional Intelligence and Empathy: The Cornerstones of Connection
In a contact center where consumers often face stress, confusion, or frustration, a CSR’s emotional intelligence (EQ) and empathy are non-negotiable. Not only do CSRs need to compassionately assist consumers, but they also need to manage their own emotions. This necessary emotional awareness allows them to create a supportive, understanding environment, even when navigating highly sensitive or complex discussions.
We don’t just expect empathy: we cultivate it. Through targeted training, we help CSRs recognize and validate consumer concerns, de-escalate challenging interactions, and guide individuals toward the solutions they need. We foster trust by transforming consumers’ difficult experiences into relief and reassurance that help them get the health care they need.
My family is dealing with a complex issue right now involving insurance and medical bills. The representative we talked to 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. She had 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!
Active Listening: Building Consumer Confidence
One of the most critical skills for any CSR is active listening. It’s more than hearing what a consumer says: it’s about fully engaging with their concerns, understanding them, and offering thoughtful feedback. By mastering active listening, our CSRs can turn routine interactions into meaningful conversations. To help our representatives hone their active listening skills, we provide in-depth training on techniques like asking thoughtful questions, summarizing key points, and demonstrating attention to what the consumer is saying.
Consumers end their call by feeling heard, valued, and confident in their decisions – the hallmarks of excellent service.
Patience: A Pillar of Professionalism
Navigating health insurance enrollment can be overwhelming because it involves complex terminology, financial implications, and making critical decisions. Patience is key to helping consumers feel supported in these challenging moments.
At GetInsured, we show our CSRs how to handle high-stress situations with calm and composure. Through scenario-based training, CSRs learn how to address consumers’ real-world challenges, like navigating complex eligibility rules, enrollment issues, or unexpected changes. This training helps CSRs interact with every consumer with professionalism and understanding, allowing CSRs to solve consumers’ problems even in the most demanding situations.
The representative we talked to was polite, kind, and patient. She remained very calm and collected the entire time. She seemed grateful to assist me, and I could tell she had a smile the whole time.
Adaptability and Problem-Solving: Meeting Every Challenge
Health insurance is a dynamic landscape where policies, workflows, and consumer needs are constantly evolving. CSRs have to be more than problem solvers: instead, they need to quickly analyze complex situations and provide solutions that meet each consumer’s unique needs.
This training doesn’t stop at onboarding, though. To adapt to the constantly changing field of health care insurance, CSRs complete regular training updates and refresher courses about the latest federal and state policy changes, updates to our platform, and communication strategies. By continually updating their knowledge and skills, our CSRs provide accurate, up-to-date assistance and maintain high standards of service excellence.
The representative I talked to 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, her help meant the world to me.
Effective Communication: Clarity and Confidence
Clear communication is essential when discussing something as complex as health insurance. Misunderstandings can lead to costly mistakes, but well-trained CSRs can bridge this gap with concise explanations and a reassuring tone.
Our training programs emphasize clarity, helping representatives organize their thoughts and deliver information in a way that’s easy to understand. We also focus on tone, which encourages CSRs to convey professionalism, warmth, and empathy in every interaction. These skills empower consumers to feel informed and supported, reinforcing trust in the process.
I just had a wonderful interaction. 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.
The Impact of Great Customer Service
Exceptional customer service means resolving issues by fostering trust and satisfaction. When CSRs connect with consumers through empathy, active listening, and effective problem-solving, we strengthen our relationships with not only those consumers but also the SBE’s reputation, creating a foundation for long-term success.
By empowering our CSRs, we’re not just meeting the needs of today’s consumers but we’re also setting the stage for a stronger, more resilient exchange tomorrow. At GetInsured, our representatives are more than just the face of our service. They’re the building blocks of an exceptional consumer experience, and we’re proud to support them every step of the way.
