The Key to Lowering Churn:
Recognizing that Retention is Different from Enrollment
Many call centers use the same enrollment software their sales agents use.
FMOs, brokers & health plans are well served by Sunfire, Connecture, Spark, Trusty.Care and other sales systems. These tools are excellent for enrollment. But post sale requires retention-specific technology.
The problem isn’t your sales software; it’s excellent.
The problem is that you’re not using retention software.
The Goal: Make the Sale
Understand the client's diagnoses and medications
Help the client compare various plans
Find the ideal health plan at the lowest price
The Goal: Keep the Sale
Boost reps' confidence with expert knowledge
Understand the client as a person
Introduce the plan in the context of how it supports the client’s lifestyle
Maximize plan literacy & benefit utilization
Proactively identify and address churn aggravators