How to Convert Marketing Calls to Leads and Sales

July 15, 2013
|In Compliance, Sales & Marketing
|By GHG Advisors

The marketing pieces for your sales campaign have been delivered and the response has been tremendous. Your call center partner must now convert those inbound marketing calls to leads or sales.  What should you expect?

You should expect an inbound call process that is CMS-compliant.  Callers should be fully qualified for eligibility by the call agent. Phone agents should patiently educate all callers on available plans and provide excellent customer service.

There are 2 ways most call centers begin the lead generation process and/or proceed to the telesales process. A select few call centers offer a third option:

  • Agents can set personal appointments for field agents Call center agents can schedule appointments for field agents as they do when scheduling a seminar reservation The call center can relay the appointment to a field office manager or, with proper protocols, directly to the agents via mobile device or smart phone.
  • Prospects can talk with a licensed and plan-accredited phone agent During a sales call the  agent should: 1) Review all appropriate plan details, read the required disclaimers and obtain the prospect’s confirmation if they choose to enroll; 2) Minimize data entry errors by using an electronic application that integrates seamlessly with the data captured during the sales presentation; 3) Submit the application via secure protocols and provide the customer a confirmation number; 4) Review the CMS-required information and set expectations for the OEV call and delivery of material.
  • Warm lead delivery Select call centers may offer a lead delivery system that utilizes technology advancements. “Agent Connect” is such a tool and is powered through a mobile platform on Ascend.  This lead delivery system allows phone agents to warm transfer callers to field agents at the moment the caller is ready to set an appointment. The field agent can then schedule an appointment in real-time, complete a scope of appointment on the same call, and immediately begin building rapport with the caller.

Every inbound call that fails to yield a sales appointment or enrollment is a wasted opportunity. Protect your marketing campaign with careful selection of a call center that will best meet your needs.

 

Resources:

The Bloom Call Center is licensed in 48 contiguous states and offers marketing, call center and technology solutions to the health care industry.  Since 2007, Bloom has participated in over 55 million conversations about insurance products, submitted over 200,000 applications for insurance, and set over 150,000 appointments for seniors to meet with Licensed Agents.  Bloom is a proud partner of Gorman Health Group.  Click here to learn more.