Healthcare Contact Centers: The Open Enrollment Crunch

October, November and December will be here sooner than you think. For many people, that means festive holidays and cooler weather and the start of football season. But for healthcare contact centers, the last three months of the year can be summed up in two words:

Open Enrollment.

This is the time every year when thousands of people begin exploring their health insurance options. And since the passage of the Affordable Care Act, such activity has increased significantly. Just the thought of it can make the most experienced contact center agent break out in a cold sweat.

Are you ready for the open enrollment crunch?

You will be – if you have a workforce optimization solution.

With WFO, contact centers can more accurately forecast and plan personnel needs by running “What If” scenarios and analyzing the results. Once the level of increased demand has been determined, scheduling becomes more efficient and flexible, ensuring better utilization of limited resources and improved cost
management.

Of course, public sector and government healthcare agencies are often further challenged with resource constraints. Thus a flexible cloud model becomes more desirable, as it allows healthcare organizations to effectively manage costs as workforce demand fluctuates. Plus, with the cloud delivery model there is:

  • Minimal upfront investment
  • Fast set up
  • An expedited learning curve for users
  • A low predictable monthly subscription
  • Security to protect data and information
  • Scalability to address fluctuations and peak hours
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