Healthcare Open Enrollment 2019
Open Enrollment: 3 Ways the Member Care Experience Affects Conversion Rates
During last year’s open enrollment period, many health insurance companies experienced issues with their customer service that negatively impacted member retention and conversion rates. Prospective and returning members came to insurers with questions about both the complicated enrollment process and the complex details of plans they were considering. Despite months of planning, many customer support infrastructures couldn’t handle the added stress, resulting in the failure to meet business objectives and customer expectations. In our 12 years supporting payer clients, SYKES has identified three areas critical to executing a successful open enrollment, one caring interaction at a time. Learn how we help our partners prepare for this annual, high-demand care period.