Government Agency
Effectively communicating changes regarding employee benefits plans can be a confusing and difficult period for both employers and employees. One large government entity faced a difficult task: how to effectively communicate plan changes to its population of retirees located throughout the state, answer retiree questions and concerns, and complete the enrollment in a timely manner. With various plan choices and changes occurring across multiple plan options, retirees could become easily confused and worse yet, frustrated with the offering and the system
Once again this large government entity partnered with Inktel Direct to successfully manage the retiree option change period.
Inktel Direct assembled a team of specialists to devise an efficient benefit support solution. Inktel’s IT department, with a detailed understanding of many of the state’s current processes, procedures and systems, developed an application that allowed Inktel agents to access each caller’s record using their Member Identification Number and Personal Identification Number. This application allowed benefit coordinators to update address information, order provider directories, and enroll retirees in local informational town meetings held by the agency. The system also provided a detailed question and answer functionality which allowed coordinators to search by a keyword to access some of the more difficult commonly asked questions.
Inktel specially trained a team of dedicated benefits coordinators regarding the client’s plan offering, changes and choices. These benefit coordinators were well versed in Inktel’s world-class customer service practices and the use of Inktel’s technology. The coordinators answered retiree’s frequently asked questions, guided callers through their option change forms, enrolled callers in town meetings, and gave directions to the meetings. Where appropriate, coordinators rerouted callers to other government resources for more in-depth expert advice.
Updates and information were entered directly into the agency’s website, completing the transfer of information instantly. Inktel representatives handled the data entry of enrollment forms physically mailed in by retirees, as well as handling inquiries over the phone.
Detailed analysis and forecasting using historical data on similar programs allowed Inktel to be prepared for peaks and valleys in caller activity. During the 7-week open enrollment period, Inktel staffed accordingly and delivered an impressive 99% call answer rate. The average call length indicated that an efficient exchange of information took place with the group’s broad spectrum of callers: from former schoolteachers and administrative staff to former governors and state officers.
Due to the proficiency of Inktel Direct, this government entity once again successfully completed its open enrollment period on time. Inktel once again effectively managed the matrix of interactive communication between its client and the client’s benefit plan members.
