Terminologies
This is the term used to describe a call transferred to speak with a licensed sales agent who stays on the line with the caller for a minimum of one minute after we leave the line.
Successful Transfer
Calls that come to us directly from the customer will not have a billable timer attached.
True
Used to signal the system that your dialer is ready to make/receive calls.
Ready
Provides prescription Drug Coverage.
Part D
When does Open Enrollment Period usually occurs?
January 1st - March 31st
This is the score we have on our calls after being graded by our quality assurance team to ensure that we are following all applicable TCPA guidelines, such as all state, local, and federal laws, and delivering on the expectations of our partners.
QA Score
This happens when customers dialed our number directly without a middle party.
Direct Inboud Transfer
Use when you are going to lunch or at the end of your shift.
Log out
Are known as Original Medicare
Parts A and B
Annual Enrollment Period
The number of calls where you initiate a transfer and the customer does not make it successfully to a sales agent. (i.e., Customer disconnects while on hold or doesn't stay on the line with the Agent for at least 2 min) Goal = 10% / Maximum= 15%
Abandon Rate
This happen when a customer doesn't meet the screening requirements of another department or is not interested in a product or service that we had reached out to them about earlier in the call.
Downsell Transfers
This is the only mode we use for break. We use this mode to stop the calls from coming in to log out at lunch.
Break
Known as Medicare Advantage
Part C
When does Annual Enrollment Plan usually occurs?
October 15th - December 7th
The ratio of attempted call transfers to the number of calls that become billable (when the timer hits zero). During calls, you'll notice a yellow timer at the bottom, often referred to as an "egg timer." When this timer hits zero, the call becomes billable for SQ. Therefore, if the timer reaches zero, it's important to proceed with transferring the caller.
Successful Transfer Of Billable
Situations where one of our partners contacts a customer and then transfers them to you for initial screening.
Affiliate Transfers
We use this mode when we are getting assistance from IT. When we use this mode the training team needs to be made aware by the IT department.
Help Desk IT Mode
Provides outpatient/medical coverage and DME
Part B
It's a 7 month window that begins 3 months prior to the individual's eligibility month and last for 3 months after. This is also referred as 3-1-3 rule
Initial Enrollment Period
What are the common reasons why there are Low Successful Transfer Rates?
SQA is not following the script
SQA is not controlling the call; they let the customer control it and hang up the line.
SQA is not asking open-ended questions.
SQA is not handling objections.
SQA is overtalking, going off script, and allowing the call to be derailed.
Inbound calls you receive as the Sales Qualification Associate (SQA) can originate from various sources, what are these?
Direct Inbound Calls, Downsell Transfers, Affiliate Transfers,
What are the steps in transferring calls?
1. Press The Transfer Button
2. Leave Conference
3. Transferred to Third Party
What are the 4 main parts of Medicare?
Part A
Part B
Part D
Part C
What are the 4 enrollment period
IEP, SEP, AEP, and OEP