A healthcare company’s Vice President of Marketing had to meet aggressive timelines in successfully launching and meeting critical enrollment metrics for two medical insurance programs (one retention and one acquisition) in two separate call center locations. The client needed two seasoned call center managers to successfully launch and administer programs and ultimately be responsible for handling all aspects of operations while ensuring continuous improvement to meet the client’s goals
WE GAVE THEM
Two experts to manage a 3rd party call center vendor and successfully launch two marketing programs while exceeding the client’s objectives. These experts oversaw all training, identified and resolved key program issues, established best practices for the agents in handling inbound and outbound sales calls and overcome customer objections. In addition, they led cross functional teams and provided leadership, program direction, and motivation to sales agents. Finally, they prepared a detailed summary report for the client including program feedback, best practices, and recommendations for future improvements.