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When looking for help, the best person to contact is someone with experiences similar to your own. As part of our business model, we've found it useful to hire and train retired executives and senior citizens to help other seniors navigate today's progressively complex health insurance landscape. This “seniors helping seniors” strategy is proving to be very effective.
The model is resonating in today's market with a growing number of businesses, including agents and brokers, which use call center companies. Many businesses are shifting from in-house customer service operations to outsourced providers to improve customer support, reduce costs, leverage advanced technologies and connect with customers across a variety of mediums.
Another big factor driving demand is the rapidly growing senior population, which, according to the U.S. Census Bureau, will double to 70 million over the next 20 years. Baby boomers, representing 28 percent of the U.S. population, are entering retirement age. These numbers are spurring high demand for services directed at helping seniors. For instance, many more seniors will be enrolling in and trying to grasp the complicated Medicare Part D prescription drug benefits and Medicare Advantage plans. Assisting seniors with these tasks requires highly skilled and specialized customer service representatives.
CCC employs more than 500 seniors during the open enrollment season from September 1 to March 31. At any given time, seniors account for more than 60 percent of the company's staff.
Many of our senior employees are from high-level positions in the insurance, healthcare and financial industries. They comprise one of the highest percentages of licensed and credentialed representatives in the country. Their experiences and applied expertise in Medicaid and Medicare enable them to effectively communicate with senior callers.
Speaking to someone who is not just an expert in Medicare, but who also is on Medicare himself adds credibility. A caller knows that he is talking to someone who understands what he is going through.
In addition to their experiences and professional expertise, older professionals are capable of connecting with senior callers on a more personal level. Inherently aware of problems facing seniors, they are able to engage in more positive and successful communications. Callers are naturally more comfortable speaking with representatives they know have backgrounds and experiences similar to their own. They can sense that they are speaking to peers who empathize with them and feel passionate about helping them.
For older professionals, working for a teleservices and call center is a positive experience, both personally and economically. Seniors often become disappointed with retired life. These jobs can be rewarding and provide them with a sense of purpose while helping others. They also enable them to earn extra money–an opportunity that holds extra appeal during a down economy.
When recruiting seniors, call centers should look to provide flexible scheduling, which appeals to older professionals who don't necessarily want to work 40 hours a week or more than 26 weeks a year. Most employees can choose from a variety of shifts, giving them time to enjoy hobbies and interests, and many also like to travel in the off-months.
Hiring older professionals means enlisting employees who are excited to learn and bring positive attitudes to their work. They also bring a wealth of professional and life experiences, which significantly increase the quality and efficiency of their services.
Claudia Timbo is founder and CEO of Corporate Call Center (CCC), a teleservices and call center company specializing in providing highly trained, licensed, and credentialed customer service representatives for the insurance and healthcare markets.
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