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UPMC Health Plan - Telesales Team of the Year

Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

Company: UPMC Health Plan, Pittsburgh PA
Company Description: UPMC is a world-renowned health care provider and insurer. Based in Pittsburgh Pennsylvania, UPMC is inventing new models of accountable, cost-effective, patient-centered care. We provide more than $900 million a year in benefits to our communities, including more care to the region’s most vulnerable citizens than any other health care institution.
Nomination Category: Sales Awards Team Categories
Nomination Sub Category: Telesales Team of the Year

Nomination Title: UPMC Health Plan Medicare Telesales Team: Leveraging Passion and Innovation for Sales Results

Tell the story about what this nominated team achieved since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

University of Pittsburgh Medical Center is a world-renowned health care provider and insurer. Based in Pittsburgh Pennsylvania, We provide more than $900 million a year in benefits to our communities, and is Pennsylvania’s largest nongovernmental employer, with more than 80,000 employees

UPMC for Life Telesales team is responsible for membership growth and providing the critical first impression of our plan to the public. We do this by helping potential members learn more about Medicare, types of Medicare Plans, and the UPMC for Life plan options. The telesales team is comprised of licensed representatives with all of our calls are recorded and maintained for 10 years. Our employee retention rate of 94%.

We have developed many strategies and tactics to meet our sales and service goals while striving to provide the best service to prospective members. Our triage strategy ensures that we assist callers in the most effective and efficient way. This allows us to route calls to the most appropriate representative. The core team which is highly trained and incentivized receive more challenging calls, while temporary representatives assist with basic requests and questions from callers.

Scalability has been a essential requirement in 2016 and 2017. Because of federally mandated seasonality, our call volume between sales periods varied from an average of 2,023 calls to over 16,700 per month or over a 700% increase. To meet these radical changes in volume, additional resources are deployed. This, tied with triage strategy allows us to achieve scalability without sacrificing quality or service to our caller.

We use marketing to target prospective customers using predictive response models. During the Open enrollment period, multiple response options were used with strong emphasis for phone engagement. Due to the limited window of opportunity, the timing, frequency, and quantities can be aggressive with millions of marketing pieces mailed and tens of thousands of leads to be generated

With unique toll-free numbers, precise track responses real-time and route calls to specific groups of agents and crease customized customer experiences.

We have developed marketing pieces personalized for each telesales representative including tailored message, their business card and direct phone number.

Central to meeting our strategic objectives is the aggressive leveraging of technology. By partnering with Cavulus, our CRM we have been able to create new interfaces with our telephony system to track marketing campaigns, route leads to the applicable sale team and is where we document our engagement with customers.

We created tools to streamline our handle time per lead and increase productivity while making outbound calls and scheduling follow-up appointments. It also provides management with a real-time view of the team’s book of business.

We have also created functionality for a sales representative to route leads to a dedicated unit. This seamlessly enables the transfer of work between teams empowering us to leverage our scalability to ensure that all leads are worked in accordance with department standards.

As a telesales unit, 80% of our sales come from enrollments over the phone. We partnered with Cavulus to develop a Telephonic Enrollment module utilizing dynamic scripting based on customer’s personal information, responses during the call enabling us to maintain compliance in a tightly regulated environment and utilize scalable staffing with minimal training required.

Our sales results have been proven with 100% of our activity over the phone resulting in 80% of our sales being taken telephonically. Between July 2016 and June 2017, the telesales team obtained an average percent to goal of 114%. These achievements contributed to UPMC for Life’s revenue and lead in market share growth among our major competitors. We serviced over 56,000 calls. Federal standards mandate a service level greater than 80% and an abandonment rate less than 5%. We achieved an average service level of 94.3%, and an abandonment rate of 1.6%. Every day we leverage our passion and innovation drive sales and service results!