eHealth Achieves Its Internal Medicare Sales Agent Hiring Goals and Launches Retention-Focused Compensation Model for Upcoming Annual Enrollment Period
"We're looking forward to another record enrollment season in the fourth quarter," said eHealth CEO
eHealth significantly increases the number of its internal agents
The company has achieved its internal sales agent hiring goals for the upcoming enrollment period, including its remote agent hiring goals, increasing the total number of its full-time internal agents by more than 120% compared to last year. The company continues to hire external vendor agents for its peak volume period but is reducing its reliance on outsourced agents overall. Internal agents are expected to constitute nearly 45% of all agents scheduled to work this AEP, compared to approximately 30% last year.
"Our remote staffing model for internal agents, launched in March, has given us greater flexibility and cost-effectiveness in expanding our full-time agent force and allowed us to hire top talent from around the country,"
Agent compensation is now tied to enrollment longevity
"This change effectively aligns our compensation model with our retention goals," said
New agent tools and lead allocation model will support agent efficiency
This AEP eHealth will be empowering agents (both internal and external) to reach sales and retention goals with improvements to agent-assisted online enrollment and back-office tools designed to help them recommend plans to callers based on a broader range of criteria and with higher accuracy than in previous years. The company has also launched an enhanced telephonic lead ranking and agent allocation system to better account for call quality and agent skill, matching each caller with the best available sales agent for the customer's situation.
"In our Q2 earnings call we said we expected agent efficiency to increase 10% this year compared to last," said
This press release contains statements that are forward-looking statements as defined within the Private Securities Litigation Reform Act of 1995. These include statements regarding the Company's enrollment and retention of customers, expectations for this annual enrollment period, use and reliance of external vendor agents, percentage of outsourced agents compared to internal agents, agent compensation and goals, agent efficiency, and improvements to online enrollment, back-office, and agent management tools. These forward-looking statements are inherently subject to various risks and uncertainties that could cause actual results to differ materially from the statements made, including risks associated with our ability to enroll and retain new customers, the execution of our plans to improve agent management and tools, our ability to hire, train and retain licensed health insurance agents, and other factors that could cause operating, financial and other results to differ, which are described in eHealth's most recent Quarterly Report on Form 10-Q or Annual Report on Form 10-K filed with the Securities and Exchange Commission and available on the investor relations page of eHealth's website at www.ehealthinsurance.com and on the
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