Get employees the help they need to get the most out of their benefits, while freeing up time for your HR staff. Our employee benefits contact center provides access to a team of highly trained Benefitfocus associates available via phone, email and chat to answer employees’ questions and provide consistent, accurate information about their benefits.
Video Transcript:
Speaker 1: Most employees still struggle to understand and choose and use their benefits, resulting in low engagement and or utilization. It's our responsibility to understand the company we are supporting, understand their culture, brand, and be an extension of them. When employees contact us, it's our job to be part of that team.
Speaker 2: As a customer service agent, I handle initial enrollments where new hires are electing benefits. Qualifying life events, you know, for those exciting things like maybe marriage or the birth of a baby. And, of course, Medicare for those preparing to turn 65 and are needing a little assistance understanding that process.
I keep in mind at one time or another, we're all new to the world of benefits, whether it's your first time entering the workforce or you're returning maybe from a retirement or just having had a gap in your employment, it can be a little daunting. And so having someone who's able to explain the difference between plan options or tell you what a duck duckable is, or maybe even just walk you through a world where things are now very much digital can be, can make a world of difference in that process. During the call, I like to empower members with tools and resources for the future by advising them where I'm finding the information.
So places like a login portal or maybe even their employer's website. Before disconnecting, I like to review with them everything that we've already discussed to confirm that they don't have any questions or other concerns that haven't been addressed that might leave a gap in their confidence.
Speaker 1: Employers spend a lot of time and effort developing benefits for their employees. Selecting these offerings and providing that additional level of support is where we come in. We can add the additional support and help employers and employees get the most of their offerings.
Speaker 3: When I listen to my agents calls or receive valuable customer feedback, what stands out to me the most is the overall professionalism and how they are truly dedicated to solving the members concerns to the absolute best of their ability.
Speaker 1: With the introduction of AI, it can handle most of the administrative load, searching for knowledge or plan specific information. And that allows the representative to focus on the customer and be present in that conversation and not have to multitask. This results in representatives being more confident, focused with improved accuracy.
We are one organization under one leader. We share the same technology and share the same service first mindset. We have clients that span across all of our product lines and it's our job to provide a consistent service experience.
As we move forward with advancements in AI, it's important that all areas are part of this growth and being one organization helps with that.
Speaker 2: I want employers to know that we are constantly learning and improving to ensure we provide a positive experience. We're knowledgeable, we're passionate and always willing to assist our members.
Speaker 1: We act as a true extension of your team, a strategic and consultative partner that is intended to not only take work off your plate, but also help you maximize your company's goals.
Speaker 3: Our agents are passionate and committed to assisting your employees at every step of the benefits journey, whether it's an initial enrollment, managing qualifying life events or navigating Medicare and retirement. We are here to help you and your employees.
Learn more about our Contact Center here.
