Diligent offers customer care support to insurance companies during peak periods, such as open enrollment or when significant coverage changes are anticipated to drive volume. Our support includes:
- Establishing initial staffing levels.
- Leveraging existing specialists and onboarding new and returning specialists to meet the volume demand.
- Identifying all training elements, material, delivery methods, and resources.
- Participating in material development and delivery to the extent desired by the client.
- Ensuring seasonal-specific processes are in place.
- Configuring telephony routing and messaging for maximum effectiveness and efficiency.
- Monitoring volumes during the peak period and making staffing recommendations.
As required by their specific needs and initiatives, we also provide health-focused associations and non-profit organizations with seasonal or peak period customer care support.