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Service

1 min read

Preparing Customer Service for the New Year Rush

Most storms don't just appear out of nowhere anymore. Meteorologists give us days, sometimes weeks, of warning, allowing communities to stock up, secure their homes, and prepare for what's ahead. Healthcare insurance operates on a similar principle. We're sitting on mountains of historical data that tell us exactly when demand will spike and call volumes will surge. The question isn't if the rush is coming, it's whether you'll be ready when it arrives.

Service

5 min read

The True Cost of Call Center Turnover in Medicare Advantage

Medicare Advantage call centers live under constant pressure, short Average Handle Time targets, strict CMS compliance rules, and rising member expectations. But there’s another factor quietly eroding performance from the inside: turnover. Annual attrition in Medicare Advantage call centers typically runs between 13–18%. That means nearly one in five representatives leaves within a year, forcing carriers into a cycle of hiring, training, and retraining just to keep seats filled. At first glance, turnover looks like a staffing headache. In reality, it’s a compliance risk, a financial drain, and a member experience problem rolled into one.

Service

2 min read

Haunted by Hope?

If you find yourself staring at the ceiling at 2 AM, haunted by questions about whether your team can handle the January rush, we’re here to tell that you you're not alone. But here's the hard truth: what got you through last year won't be enough this time around. Hope isn't a strategy. The "same old, same old" delivers the same old results. And those late-night doubts? They're telling you something important.

Service

2 min read

From Sleepless Nights to Record-Breaking Sales: How SalesSense Eliminates the Guesswork

If open enrollment season has you lying awake with these questions on repeat, you're not alone. The pressure is immense, and months of preparation hinge on a narrow window where your team needs to perform flawlessly.

Service

6 min read

Why Accuracy is the New KPI in Medicare Advantage Call Centers

For years, Medicare Advantage (MA) call centers have measured their success against two benchmarks: Average Handle Time (AHT) and First Call Resolution (FCR). These metrics still matter, but they no longer tell the full story. In today’s environment, where every member call is recorded, CMS regulations grow more stringent, and member trust hangs in the balance, accuracy has emerged as the most important KPI call centers can track.

Service

5 min read

Getting Ready for OEP? How Carriers Can Future-Proof Member Service

For Medicare Advantage carriers, the Open Enrollment Period (OEP) is more than busy; it’s overwhelming. Between October and January, members reassess their plan choices, competitors ramp up their outreach and call volumes surge. The pressure lands squarely on call centers. Representatives face long queues, anxious beneficiaries, and complex benefit questions, all while operating under tight compliance scrutiny. For many carriers, the default strategy is simply to brace for impact, hire more staff, extend hours, and hope for the best. The carriers who thrive during OEP aren’t the ones that scramble at the last minute. They’re the ones who prepare months ahead, investing in the systems, processes, and training that allow them to scale effectively and serve members with confidence.

Service

3 min read

The Perfect Partnership: Why Customer Service Excellence Requires Both Technology and Human Connection

In today's world, there's an ongoing debate about the future of customer service: will technology replace human agents and what relationship should we be considering between us and tech? The answer isn't choosing sides, it's recognizing that the most successful customer service operations blend both elements strategically.

Service

3 min read

It's Time to Stop Playing Customer Service Roulette with Your Call Center

Let's be honest – your current customer service setup probably isn't winning you any awards. While you've been clinging to those trusty PDFs like a security blanket, your competitors are quietly revolutionizing their call centers with solutions that actually work in 2025.

Service

3 min read

The Storm Has Passed: Now's the Perfect Time to Revolutionize Your Call Center

The phones aren't ringing off the hook anymore. The post-enrollment frenzy has settled, and your call center has finally caught its breath. If you're like most healthcare call center leaders, you're probably enjoying this quieter period – but you're also thinking ahead. You know another busy season is coming, and when it does, you want to be ready.

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