1. Today’s call center: A high-tech and high-touch powerhouse for increasing employee understanding and voluntary results
David Schneeweis
Sr. Vice President, Sales
BenefitVision, Inc.
Kevin Echols
Regional Sales Director, Midwest
Trustmark Voluntary Benefit Solutions

2. Where is the voluntary worksite industry headed?
More carrier players entering the VB space
Technology is playing a bigger role
“Self-Service” is not service
“Groupification” of the worksite industry
Employers are looking for solutions as part of offering VB

3. Where is the voluntary worksite industry headed?
Despite what self-service platforms are trying to accomplish….
Employees still want to talk to someone due to increasing benefit complexity and the shift to more consumer driven choices
Insurance carriers want improved participation results
Is increasingly becoming more mainstream offering by employee benefit brokers
More and more new employee-choice products are coming to the market

4. What are some of today’s challenges in the world of enrollment?
Creates administrative complexity for the employer
Employers do not want their employees “over-sold” by commission-driven sales people
On-site can sometimes be perceived as disruptive at the workplace
Becoming increasingly difficult for traditional enrollment models to fully support dispersed employee populations and shift work situations especially year-round

5. What are some of today’s challenges in the world of enrollment?
Self-Service enrollment is not producing participation results needed for all products
On-site face to face enrollment presents consistency and quality assurance management challenges
Not all carriers can support the back-end (EDI and Reporting) process
Not all technology platforms can support unique carrier UW rules and/or back end data interface and reporting requirements

6. What is BenefitVision’s approach in the marketplace?
22+ years of proven experience in the tele-enrollment business that delivers a unique solution
Developed techniques for incredibly effective communication and education
Focus is on helping them make informed decisions and enroll in their benefits
Highly customized approach to service delivery
Unique Employee Workbook and our WebACES Enrollment

7. What is BenefitVision’s approach in the marketplace?
Fully customized proprietary enrollment system and Benefit Administration system
WebACES supports integrated co-browsing
Provide a “no-cost” solution to employer by offering highly valued voluntary benefits
Establish new client relationships – with new hire process
Ours, Yours or Theirs

8. What factors promote the greatest success when implementing your services?
Employees have to have a reason to call in (“A Hook”)
Having adequate time to set a customer facing strategy & implement
Having employer and broker support in encouraging strong collaboration with carrier partners
Strong project management emphasis

9. What are characteristics of a “high performance” Call Center?
Formal pre-enrollment training, quality assurance monitoring and on-going coaching of benefit representatives
Salary/hourly based compensation with meaningful benefits for full-time representatives
Staff experience, tenure & size scalability is important
Having sufficient bi-lingual capabilities

10. What are characteristics of a “high performance” call Center?
A “call-in” vs. “call-out” model
Benefit Reps…Are they educators or salespeople?
“No Appointment” required
All calls should be recorded and immediately retrievable

11. How is BenefitVision able to sustain “no cost” services over the long-term?
Access to benefit eligible employees (95-98%) through an efficient inbound call center process – Employees MUST have a reason to call in!
Handle annual enrollment & new-hire process
Proprietary technology is supported by full-time 20+ IT developers & programmers
Year-round, fully staffed call center supports all business

12. Case study: Large soft drink bottling distributor
Situation
High-deductible health plan
6000 eligible employees
200 new hires enrolling each month due to ongoing acquisitions
Active enrollment requires employees to call in for benefit elections
Utilized BenefitVision’s call center, Employee Workbooks and proprietary enrollment system
Open enrollment: Initial results
65%
42%
$1.8M
$1.2-$1.4M
Enrolled in
Accident
Enrolled in
Universal Life
Total New Premium written
Forecasted
New Premium

13. David Schneeweis Kevin Echols Sr. Vice President, Sales
BenefitVision, Inc.
Kevin Echols
Regional Sales Director, Midwest
Trustmark Voluntary Benefit Solutions