Case Study: Leading Health Insurance Providing Company boosts Medicare enrollment with TTEC

Leading Health Insurance Providing Company - Customer Case Study

Leading Health Insurance Providing Company turned to TTEC to improve the member experience during Medicare open enrollment, a busy and often confusing period when seniors sign up for plans, change coverage, and call with questions. The company needed an experienced partner with strong Medicare support capabilities to handle seasonal demand and deliver excellent service.

TTEC deployed a healthcare-aligned delivery model with 500 associates across two locations, combining licensed and non-licensed staff, compliance-focused processes, and consultative sales support. TTEC also used customized sourcing strategies and its MatchPoint Matrix recruiting tool to speed hiring and improve licensing success. As a result, enrollment increased by 25%, training time was reduced by two weeks, and sales and customer satisfaction goals were exceeded within 30 days of full production.