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Freedom Health: Seasonal Call Volume Surge
TeleDirect Healthcare Solution Case Study
TeleDirect’s Freedom Health Case Study: Seasonal Call Volume Surge in Florida
When Freedom Health experienced a 300% increase in call volume, TeleDirect helped ensure every patient had a voice.
We’ve been working with Florida-based Freedom Health for many years. Recently, they experienced significant call volume changes. After another local health insurance provider lost their CMS contract, Freedom’s open enrollment period was inundated with calls from patients seeking Medicare policy coverage. While the 300% increase in demand was exciting, it was clear that additional services were required for everything to continue running smoothly. They contacted us about incorporating new solutions to their existing customer service plan to ensure that every member is satisfied.Â
We’re pleased to say we were able to quickly scale our services and implement needed solutions to keep Freedom’s clients satisfied and operations running smoothly.
Challenges
While it was straightforward for TeleDirect to help Freedom address its unexpected boom, the circumstances introduced many challenges. After all, a massive increase in call volume and demand is great for business, but only if the right preparations are in place. Without proper management, high call volumes in health insurance can result in overworked employees and an increased call abandonment rate, which leads to less satisfied customers, a potential loss of new sign-ups and a reduced NCQA star rating.Â
We left no stone unturned in addressing these unique challenges and collaborated closely with the Freedom Health team to scale and introduce services to their new circumstances.
The Solution
Given the unexpected and timely nature of Freedom’s call volume increase, our entire team got onboard!
TeleDirect’s training, IT, Client Services and Operations teams immediately began working to find a solution. Thanks to plenty of hard work and collaboration, we were able to swiftly scale Freedom’s call centers to meet their increased demand while maintaining strict HCMS and HIPAA compliance.Â
To effectively scale operations, we utilized an aggressive staffing plan, which allowed 30 new dedicated and blended agents to be onboarded within a week. We also helped streamline overflow by implementing IVR options, and created custom skill-based distributions to ensure that every call lands with the right agent.
Results
It was an exciting challenge to help one of our loyal clients welcome more members and see their business grow. We’re pleased to report that our efforts have been a resounding success. By introducing an appropriate number of expert agents to their existing TeleDirect call center, Freedom Health can now give every potential member the attention and support they deserve. Plus, their staff no longer faces the pressure of an unexpectedly large call volume. In fact, these solutions have enabled our client to capture additional enrollment volume.
Freedom now utilizes our appointment-setting and customer satisfaction surveying services to ensure everything continues running smoothly. This has provided additional peace of mind that every member (or lead) has their needs met efficiently and with their experience as a priority.
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