Case Study: Leading Health Insurance Company boosts conversion and enrollment with Alorica

Leading Health Insurance Company - Customer Case Study

A leading health insurance company turned to Alorica after enrollment rates were declining and its inbound/outbound customer call process was producing unacceptable conversion rates. The company needed a partner with proven contact center capabilities to improve customer care and help it hit key sales and service targets, using direct response, inbound/outbound customer care, and back-office support.

Alorica designed a custom solution that eliminated the delay between inbound inquiries and outbound follow-up by using live voice transfers and more comprehensive qualification questions focused on consumer needs. This streamlined process improved lead quality and agent productivity, helping the client increase conversion rates by 12%, grow overall enrollment by 8%, and eliminate more than 25% of non-qualified leads.