CMS Call Center Requirements
We get a number of questions about CMS call center requirements. Usually the question is actually an inquiry on the requirements to operate a call center. One that accepts consumers telephonic signatures. We are not reviewing CMS or an actual CMS call center. This post will focus on the requirements to operate a Medicare product sales call center. We provide agents with the tools and knowledge to meet carriers guidelines through the approval process.
CMS Call Center Requirement: Major increase in interest
COVID has been a huge factor in the increasing interest in call centers. It has changed the way agents meet with clients. Non face to face contact with Medicare prospects has become common. In other words, the trend has been greatly accelerated.
How to set up telephonic signature call center
It might seem fairly straight forward but there are more steps than one would initially anticipate. As a result, it involves multiple steps, planning, attention to detail, technology and additional employees. In addition, carrier approvals are needed. We give agents access to a streamlined process for agencies to become a call center. Below is an outline of the steps necessary to add call center operations to an agencies list of services.
Call Center steps
- Contracted with each carrier
- Minimum of 5 dedicated call center agents
- Meet carrier specific production requirement
- Data collection
- Approved electronic enrollment platform
- Alternate language translation services must be available
- Full time management team
- Compliance and data security requirements
- Approved scripts
- Approval from each carrier
- Meet requirements for carrier specific reviews
CMS Call Center Requirements: Next steps
We give agents access to a team that has experience supporting agencies through the call center approval process. They are currently working with multiple agencies to help them take all the steps needed to become a approved call center with multiple carriers. Agencies interested in starting the interview process may contact us to see if they would be a good candidate to start a call center.