Real Results with MAI Voice
About the Client
Accurate Reporting with Data Management Technology
Customer Profile
Founded in 1982, DSS Research focuses on health care with special emphasis on a range of research, market information and consulting services for health care providers and health insurance organizations.
Market
Global - Market research and information development
Challenge
Complete 77,000+ consumer interviews within a compressed timeframe while adhering to strict Federal guidelines.
Expertise in Healthcare Outbound Services
Success with MAI Voice's Call Center Services
Scenario
Outbound Services with Reporting
In 2010, DSS partnered with MAI Voice to conduct an Outbound Education and Verification (OEV) program on behalf Secure Horizons/United HealthCare. The program involved interviewing more than 77,000 Medicare Advantage (MA) enrollees during a two month time period.
Calls had to comply with strict parameters identified by The Centers for Medicare & Medicaid Services (CMS):
- All calls were interactive (no automated calls)
- Each call attempt was documented.
Approach
Daily calls from 80 CSR's for 2 months
Utilizing enrollee contact data provided by DSS, MAI Voice conducted outbound interviews to recently enrolled Medicare Advantage members to:
- Confirm their intent to enroll in the plan
- Make sure they understood the plan type they chose
- Verify that the selling broker/agent properly explained the plan correctly
Calls were made seven days a week at staggered days and times to improve the contact rates. Three call attempts per contact were made and documented with an account number as required by CMS. All interviews were scripted with no deviation from the script allowed. Calls were recorded and transmitted to DSS for storage.
MAI trained 100 customer service representatives (CSR) on the OEV program. The program was staffed with an average of 80 CSRs daily. Ultimately, a total 77,557 calls were completed with 20,959 staffing hours expended from November through December 2010.
Results Summary
Accurate Data and Deadlines Met
- MAI’s dynamic staffing capabilities provided the flexibility DSS Research needed to meet the volume and timeline requirements for the Secure Horizons/United HealthCare OEV program
- Professional, impartial and accent neutral agents were effective in assuring MA enrollees that the interviews were for their protection
- Comprehensive training ensured agents followed call protocol with no deviation
- 100% call recording and seamless integration with DSS Research’s own web-based application assured smooth and efficient data transfer