Background: A federal employee healthcare insurance organization was looking to improve customer service and grow new membership enrollment.
Approach: Velocitii created a year-round inside sales team with the flexibility to ramp up during open enrollment.
Agents were trained to identify callers by demographic type and offer the best fit of five available healthcare coverage plans. The prospect “journey” was a paramount objective.
Results: 37.4% of new open enrollment members were linked to a Velocitii interaction. Year to date Velocitii has maintained a 14.3% conversion rate, or 1 in 7 interactions with the Velocitii inbound sales team resulted in new enrollment, approximately double the results of the organization’s internal team.