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Call Center Start Up Strategy and It's Implications on Company Resources

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Telesales & Call Center Development Strategy and it's implications on corporate resources

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Mission Statement and Service Offering

Due to significant growth in business units marketing and servicing Medicare Supplement & Medicare Advantage/PDP products, a company has an identified need to develop a telesales and service center to provide sales & service expertise to the Medicare customer base and support to external sales teams.

Future strategy and expansion plans should include building Final Expense telesales and service teams with additional expansion to include customer service and/or telesales support for other product offerings from company. These additional teams may be “blended” with core sales agents capable of closing leads in both Medicare, Final Expense and other product lines so team size can be contained and closely managed.

Objectives of the Telesales Center

Handle lead volume captured by Lead Generation team to facilitate high closing rate for Medicare Supplement & Medicare Advantage/PDP products. Secure additional leads via client referral. Utilize cross-sell opportunities to increase revenue per contact. Provide high levels of service and support as required to client base, external agent team, carriers and internal departments to facilitate increasing revenue generation from sales opportunities.

Sales Strategies and forecasting

Department set up should include three separate teams accountable for:

Lead Qualification (responding to lead cards to qualify lead and preset sales appointment) Sales (contact lead per appointment and close sale) Sales Support (sales follow up -any outstanding issues required to submit application to carrier).

Work closely with internal lead generation team to develop lead volume for Telesales team:

Develop average call handle time (AHT) to determine how many

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