Advantages of Using the PPE Process:
Saves time. On average, it is 7 minutes faster.
Improves QA scores.
Allows the customer to see the plan benefits for themselves which improves their trust and confidence in the plan selection.
Determine when to use PPE vs Telephonic Enrollment
Some may not have a device or access to email, in which case the PPE process will not work.
Be mindful that some participants may be more skilled with technology than others.
Use your best judgement to determine good candidates for the PPE process.
Initiating the PPE Process
When you have determined a good candidate for the PPE process:
Do Not: Ask if the customer would like to enroll via email.
Do State the following: We can get the application submitted one of two ways. The easiest and quickest way is via email. I’ll send you a link and make sure you can open it. There are only four sections. Most of which are filled out for you. As we’ve been talking, I’ve entered in most of the information needed. You’ll verify everything is correct and submit the application yourself. I’ll walk you through each section in case you get stuck or need help.
Agents are much more successful initiating the PPE process when they simply tell the participant this is the process rather than giving more than one option.
Send to any and every caller with potential, even if the potential is not great.
Many calls do not end with an enrollment. If you are unable to overcome objections, there is still hope.
Tell the customer you’re sending an email to allow them to review the plan and that they may complete the enrollment on their own within 48 hours, should they change their mind after further review.
If you’ve scheduled an enrollment appointment, even if it's very likely to result, send the email anyway.
Again, let the customer know you’re sending an email to give them the chance to review in preparation for the appointment and that the process to complete on their own is simple and easy if they’d rather not wait until their scheduled appointment.
The more the email is sent, the more you will be pleasantly surprised with submits randomly showing on your dashboard.
Follow up
Offer to schedule a follow up appointment with shoppers that want to enroll but are unable to do so today.
If they decline the appointment offer, mark your calendar for 2 or 3 days out to verify they enrolled, by looking at your application submits in SunFire Blaze . If not, get their approval to call them back in the next few days to address any remaining questions/concerns they may have.
Additional Resources
Click Here for more information about the PPE enrollment process.