Upsell / Cross-sell

In June 2010, Senture was awarded a contract with a major Health Care Company to provide call center support for Medicare Part D and Medicare Advantage inquiries.  Under this contract, Senture responds to inbound telephone inquiries from Medicare beneficiaries who are:  (1) requesting Medicare Advantage product information (including premium and benefit information, as well as provider information, and determining the price of multiple prescription drugs using an on-line drug pricing tool), and; (2) interested in enrolling in a Medicare Advantage plan (Senture agents assist callers in enrolling in a Medicare Advantage Plan).  Senture also provides the following outbound call center support for lead generation and follow-up/scheduling functions:  (1) scheduling home visits according to a specific appointment calendar, making a reservation to attend a community meeting near them (if available), scheduling an agent callback, or requesting a pre-enrollment kit be mailed to the caller, and; (2) placing outbound follow-up calls to beneficiaries that request information and a callback via a business reply card.  In just two months, Senture exceeded the previous vendor’s enrollment numbers by 25%--a great accomplishment for the client that did not go unnoticed.