Open enrollment is an exciting time for healthcare insurers, offering the opportunity to attract new members and delight current policyholders. But, while open enrollment brings the chance to showcase your offerings and improve your brand’s reputation, it’s also a period of stress for your entire organization, especially in your contact center.
Cyara helps leading health insurers assure CX performance at scale with our award-winning AI-Led CX Transformation Platform.
For your contact center, open enrollment means an incoming flood of interactions, across all CX channels. From worrying about whether your CX channels are prepared to handle high-volume traffic without suffering a defect, to pressure from your company’s leadership to support top-line business objectives, there are many moving pieces. Even a single defect in the live environment can create unexpected issues and CX outages that would be detrimental to your brand’s success.
That’s why it’s essential to prepare for the storm on the horizon. With automated CX assurance solutions, you can ensure that your contact centers are able to meet expectations and deliver high-quality interactions, even during your busiest time of year.
Eliminate Risks Ahead of Time
Even under the best conditions, it takes an army to handle the volume of interactions that your contact center receives during open enrollment. As increasingly more Americans are using open enrollment to receive healthcare with every passing year, the pressure on your contact center has only grown as well.
On the surface, that seems like great news for your health insurance brand—with a larger number of people in search of a healthcare provider, it’s the perfect time to extend your membership base. But your success rate is heavily dependent on whether your CX channels can meet quality standards. Insurers that fail to deliver quality interactions will have to face the reality that new membership rates will drop, and previous members may turn to a competitor in search of better CX.
When it comes to your CX, it’s critical to be proactive and eliminate defects before your customers are affected. For example, during open enrollment, your contact center will be tasked with handling inbound queries and providing support to individuals looking for help during the process. To field requests, your contact center may use a chatbot. But imagine that the chatbot is unable to handle the load, causing delayed responses and downtime. In turn, your agents become overwhelmed by an influx of calls from individuals still looking for information and support.
In this instance, your prospective members would be unable to complete the enrollment process and make important decisions for their coverage, leading to increased frustration. Because this defect wasn’t identified and remediated prior to open enrollment, it created a long-term issue, degrading your brand’s reputation and driving your prospective members to your competitors instead.
Take Advantage of this Opportunity with Automation
Continuous testing and monitoring are essential to proactively eliminating issues before they have the chance to escape into the live environment. But traditional methods of manually testing your CX journeys during development is an extremely time-consuming process, costing hours of labor for your team to only scratch the surface of your infrastructure.
With an automated CX assurance solution, you can verify your CX performance in a fraction of the time compared to manual processes. Conduct thorough, end-to-end testing to ensure that all your channels are meeting your performance standards and are prepared to handle high-volume traffic.
The CX development lifecycle is complicated, requiring many tests to ensure that every piece of your infrastructure is operating as designed. This includes testing legacy systems, performing regression tests after every update, and conducting load tests to simulate real-world interaction volume. With these types of tests, you can effectively stress-test your infrastructure, without the possibility of having real users exposed to errors.
Automated testing and monitoring solutions are key to setting your contact center up for success. By the time open enrollment comes around once again, you can be confident that every channel will perform as designed, ready to deliver flawless CX at scale.
Prepare for Open Enrollment with Cyara
Open enrollment can be a stressful time for your contact center, but it doesn’t need to instill panic. When you partner with Cyara, you’ll gain all the tools you need to assure CX quality at scale and maintain your star rating.
Open enrollment is quickly approaching, and you can’t leave CX assurance to wait for the final hour. By being proactive and making key improvements to your CX channels, you can ensure that your contact center is prepared to support top-line business objectives and attract new members.
Contact us today to schedule a demo or find out how Cyara helped a leading insurance brand improve its CX offerings.
