SGCi has examined the issues managers will face in meeting the requirements of the Affordable Care Act Exchange Call Center work groups. The ACA defines requirements for a “no wrong door” policy for each health care consumer. The ACA documentation lays out requirements for states to provide multiple access capabilities for health care exchange sign-up. We have developed a white paper that defines the issues and various approaches managers have to meet the requirements. Download ACA Insurance Exchange Call Center Whitepaper.
This document defines a high- level process for the development of call and non-call work estimates, technology needs, and cost benefit analysis.
The document defines the keys to successful implementation of call center operations;
- Define call center work
- Estimate call center resources
- Define call center technology needs
- Complete call center cost benefit analysis
- Plan call center project
- Execute call center project plan
The most critical decision is whether or not to utilize an experience call center consultant to support this effort.
