The Challenge:

When assessing the sales performance of support vendors, the largest Managed Medicare health plan wanted ResultsCX agents to significantly improve their sales rate. Key challenges were:

• A stronger focus on sales during the critical annual enrollment period was needed to increase sign-ups and meet enrollment targets.
• Existing client-provided training lacked a robust sales emphasis, hindering agents’ ability to effectively close sales.

The Initiative:

A comprehensive analysis identified the root causes of the sales performance challenges and the following solutions:

• Created a detailed call flow guide to provide a structured framework for handling calls, ensuring consistent and effective sales interactions with potential members.
• Employed a pilot program to test call flow guide effectiveness among low-performers, allowing for optimization before full implementation.
• Used specialized training to improve agents’ fact-finding skills, leading them through a needs analysis to better understand member requirements and offer tailored solutions.
• Implemented a comprehensive system for coaching management and tracking to ensure consistent utilization of the new call flow guide and provide targeted guidance to agents.
• Instituted ‘Daily Agent Pulse Check’ to reinforce successful behaviors and encourage continuous improvement among agents.