Call Center Advice?

[OHFLAgent]

We are looking at starting a life and health call center where we will be paying agents a hourly rate + bonus. We have a the technology in place, just need some advice/tips on managing the people...all ideas are most appreciated!!

 

[Rich Eddy]

What sorts of tips and/or advice are you looking for?

 

[RadiantEffort]

Will your agents be licensed, or be transferring calls to licensed reps?

 

[tnk]

Doing same thing. Agents will be all licensed..

Related question. Which carriers are using a TELESALES instant underwriting and aural application submission process, like Baltimore Life's Inspeed process? Are any other carriers?

 

[Rockyman]

I am new to this health call center.Can u describe it briefly.

 

[obiswill]

OHFLA I'm starting something similar here in TX but I'm doing just MA stuff. Shoot me a PM and let's exchange notes and maybe we can help each other. I've spent the last year with UHC training their telessales rep so I'm sure I can pass you some good info on agent management.

 

[tnk]

OHFLA I'm starting something similar here in TX but I'm doing just MA stuff. Shoot me a PM and let's exchange notes and maybe we can help each other. I've spent the last year with UHC training their telessales rep so I'm sure I can pass you some good info on agent management.

Can you send me pointers too?

 

[obiswill]

No problem tnk. just PM me or ask your question here and I'll be more than happy to answer it.

 

[EugeneM]

I am Coo of a currently successful call center... for all lines of Commercial and Group Insurance.

In terms of managing a call center's employees you really only have control of a few things. Dont go crazy micro managing them. Believe the trick is to get your callers a foundation and basic knowledge and let them grow into a style for themselves.


Focus on:

1. Who and what they call. (Data)

2. What they say (script)

3. How much time they spend calling including amount of dials. (scheduling)

In my opinion Scheduling is the hardest and most time consuming part.

Trick is to find an efficient balance between these variables and production will naturally come.

 

[obiswill]

Eugene,

Is your call center inbound, outbound, or blended? The one I'm setting up is strictly outbound. If yours is outbound, what list broker(s) do you use for calling? If inbound, can you recommend the best way to market/advertise and drive traffic to your 800 number?

Thanks