Maryland’s Marketplace to Transfer Live Calls to Agents

Written by Jessica Adkins

August 20, 2015

Managers of Maryland Health Connection, want to take outreach a step further: Starting with the 2016 individual coverage open enrollment period (Nov. 1, 2015, through Jan. 31, 2016), they want to transfer many consumers who call the state based Marketplace call center directly to authorized agents/brokers.

Having call center customer service representatives make warm transfers of consumers to brokers should shorten the reps’ caller handle time, give consumers access to expert advice on coverage options, and give the brokers easy access to a stream of eager, pre-qualified leads, according to an agent/broker pilot presentation prepared by Michele Eberle, the Maryland Marketplace operations director.

Eberle talked about the pilot program Tuesday, during an exchange board meeting.

For more details about the pilot program, taken from a written version of Eberle’s presentation included in a board meeting slide deck, read on.

Click here to read the article in it’s entirety.

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