Open enrollment season is a critical revenue-generating event for US-based health insurance organizations. A time during which it's common to experience massive spikes in call volumes that test the upper limitations of your contact center's capacity to handle such peaks in demand.
Due to these challenges, many healthcare organizations prepare by making strategic decisions on customer engagements, including business rules related to contact center interactions. The need to anticipate new capacity challenges drives the need for more rigorous business continuity planning.
- Ensure your systems perform at capacity and beyond
- Verify that customer interaction and agent experiences perform as intended
- Have confidence in the capacity of your systems to cope with huge spikes in demand