These numbers belonged
to the members who signed up for Medicaid benefits but who didn’t reach out to Hoosier Healthwise to make an enrollment. It was a predictive dialer that would detect when a caller answered and play a message, asking them to hold
while an available
agent was connected. If an agent were not immediately available, the call would be placed in a queue until an agent was free to take it.
If a call went to voicemail
, it would Chinese American Phone Number List leave a message with our hours of operation and a callback number. One of the call center KPIs was maximizing voluntary health insurance plan enrollments; the outbound dialer was the answer to efficiently achieving it. Since these phone numbers were updated monthly, other agents and I regularly received calls from members who had already selected their health plans.
Unfortunately, these
callers were being contacted multiple times Should You Answer That Toll-Free Call? A Guide to Convenience … weekly, causing frustration and prompting them to ask to speak to a supervisor. To address this
issue, the call center added a
step to its procedures. If a caller had been contacted, but previously made an enrollment, the agent would email both their team lead and the IT technician to request the number be removed from the outbound dialer.
