Technology to power your communication.
Our agents are equipped with state-of-the-art technology to ensure each call is handled efficiently and effectively. With customer service always at our core, each interaction is designed for consistent, high-quality level of service.
Interactive Voice Response (IVR)
Through Interactive Voice Response (IVR) technology, each call is guided through an easy to understand self-service system, allowing customers to be routed properly and more efficiently. By providing more automated options to customers, we in turn are able to provide them with a seamless and consistent experience with every interaction.
Intelligent lead routing allows calls to be properly routed to agents based on performance and ability, improving overall activity and call volume.
Improved Customer Experience – no call goes unanswered, providing a better experience for every customer
Personalized service - calls are routed to agents based on specific knowledge or availability
Increased Efficiency - handle more calls in less time by connecting to the right agents
For increased efficiency, the GoHealth health insurance call center utilizes a predictive dialer, allowing them to connect with more people in less time on your outbound campaigns. On average, only 25-35% of dialed calls are answered by live people, leaving the remaining portion either busy, unanswered, or answered by a machine. The dialer system automates outbound dialing, connecting agents only to calls answered by real people (ignoring fax machines and voicemail systems) to save time. By cutting these out and only connecting with live people, agents are able to increase productivity by up to 300%!
Benefits of Predictive Dialer Technology
- Lowered cost-per-lead and higher conversion rates
- Automatic outbound dialing
- Increased agent productivity
- Higher Sales and ROI
Each campaign is tracked with a dedicated inbound phone number, allowing GoHealth agents to know exactly which campaign a consumer is responding to. As an inbound call comes into the call center, the agent is automatically prompted with a specific call script associated with the campaign phone number, providing a branded experience for the consumer. GoHealth customized campaign scripts are tested and re-tested for efficiency, so each inbound call campaign is maximized for higher conversion rates.
- Branded consumer experience
- Exceptional customer service and satisfaction
- Maximized agent productivity
- Consistent call handling
- Higher conversion rates
Ensuring a consistent and quality customer experience is our priority. That’s why we capture every interaction through call recordings to easily identify areas to improve customer loyalty and retention. Recordings are routed for evaluation or further processing and can be stored indefinitely for compliance and agent training purposes.