Solix, Inc. Answers the Call for Help as Health Insurers Face Call Center Overflow Challenges

PARSIPPANY, N.J., Oct. 30, 2013 /PRNewswire/ -- Long wait times, busy phone lines, dropped calls and frustrated customers—these are among the issues health insurers are facing as a result of call center overflows caused by a surge of consumers shopping for policies through the Affordable Care Act (ACA) and annual open enrollment season. In this increasingly competitive and unsettled marketplace, providers slow to manage this situation risk not only losing business but damaging their brand. In response, Solix is offering rapid response deployments of Solix Connect for health insurers in need of help managing volume overflows.

Solix Connect is a comprehensive US-based contact center solution tested and proven in the health insurance industry that seamlessly integrates as an extension of a customer's brand. Designed for quick scalability, Solix Connect delivers a personalized customer experience through its "boutique" approach that rises above the competition. Customers are represented by highly trained agents skilled in providing a strong customer experience with a personal touch. In addition, Solix Connect offers the cost-effectiveness and flexibility providers need without the loss of quality. In fact, the focus on quality and results are among the reasons Solix's customer care solution maintained an average quality score in excess of 97%, surpassing one of our major client's program requirements. 

Observing the current consumer experience in the marketplace, strengthening the delivery of positive customer service is essential. The U.S. Department of Health and Human Services estimates that call centers will receive about 42 million calls related to ACA alone. Continuing confusion over the new law, as well as delays and extensions, has made call volumes unpredictable—leaving contact center understaffing a distinct risk. In one state, the predicted daily incoming call rate of 2,500 for one exchange was immediately eclipsed by an average call rate of 6,000 – with a peak of 10,000 calls one day.

Solix Connect helps providers address these challenges by offering a robust and reliable solution that enables organizations to customize according to their needs. Customers can control costs by adjusting resources, such as fixed or flexible scheduling and multi-channel options, including IVR technology and live agents. Customers are also given a level of service absent from "big-box" call centers with dedicated account managers and robust reporting to ensure quality service and program integrity.

In addition to live agent or IVR communications, Solix Connect helps maintain effective post-enrollment customer engagement through fulfillment center services that include direct mail, literature distribution, email support and real-time warehouse inventory management. Marketing intelligence and performance reporting are also available for customers to analyze trends and issues.

To learn more about Solix Connect and how it can help your program, visit the Solix Connect webpage, email us at [email protected] or for a Consultative Discussion, contact Rebecca Blonder at 973-581-5268.

About Solix, Inc.

Solix, Inc. is a leading provider of eligibility determination, qualification program management and customer care services to government, telecommunications, broadband, utility and healthcare organizations. For over a decade, we've delivered smart, cost-effective, compliant outsourcing solutions that leverage our unique technologies and consultative expertise. Our customers benefit from faster, more accurate applicant qualification, increased program efficiency and improved customer communications. For more information, please visit www.solixinc.com.

Media Contact: Gene King
Corporate Communications
Solix, Inc.
973-581-5320
[email protected]

SOURCE Solix, Inc.