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Some shoppers are worth scheduling and others are not. This depends on enrollment potential.
A customer without Medicare or with no current/future SEPs should not be scheduled because they cannot enroll.
A customer with Medicare and with a valid SEP has potential and may be worth scheduling.Customers with whom rapport has been established generally have greater potential and may be worth scheduling
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Building rapport also improves potential. |
How to Schedule Appointments
Click the “Callbacks” button in the Dialer:
Select the callback option that makes the most sense for the situation. When in doubt, default to the first option.
Select the date and time along with a note. Notes should be detailed. Refer to the example below:
The above note states the purpose of the callback, the customer’s current plan, and the plan the customer is interested in. This will allow you to pick up right where you left off. It also includes personal details about a surgery and grandchildren which may be referenced during the next discussion to continue building rapport and show your level of care and commitment to the customer.
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Label the appointment reminder
Enter the reminder date
Enter the time
Make sure the reminder is set. It usually defaults to '15 min before'
Copy-paste notes left earlier from the Exclusive Callback
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Do not enter PHI into your calendar. |
Outbound Strategy
If the customer doesn’t answer, leave message with your direct line.
If they don’t return your call, try again in 3-5 business days.
On the 3rd attempt, leave a message stating this is your last outreach attempt. This is a an effective way to prompt a return call.
Don’t forget to account for the customer’s time zone when scheduling and placing calls.
Schedule during slower times (mornings/weekends).
AEP or
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Future SEP Strategy
Dialer callback functionality allows callbacks to be scheduled no more than 90 days out.
If the AEP is needed but is more than 90 days out, you will only have the option to schedule in your Outlook calendar, not in the Dialer.
Call these customers every month or two to “check-in” and ensure they don’t forget about you. Position yourself as “their” agent.
Once you are within 3 months of the AEP, you may now schedule a callback in the Dialer.