The Healthcare Provider

One of the largest, most experienced private medical insurance providers in the UK, they have been helping people to access the medical care they need for over 70 years. As a member you can benefit from a network of over 250 hospitals and almost 400 scanning centres – all specially selected because of their quality and the range of services they can offer.

THE CHALLENGE

This client required project based outbound work, contacting various data lists to sell private health care products. The calls involved approaching sensitive subject matter with the prospect, such as personal and family medical history, including the three major killers inn the UK; cancer, heart conditions and strokes. Agents needed to be able to combine an empathetic tone with efficiency and sales technique in order to keep the prospect on board. It was also essential that all agents were fully versed in the full range of private health care products as they discussed each prospect’s full requirements and then closed the sale matching the needs with the best-placed product available.

RSVP offered an advised sale and was suitably FSA compliant in order to provide the service required.

THE SOLUTION 

RSVP agents were fully trained in the range of products that they were selling and sales technique was combined with this knowledge and the unique skills sets of our agents. As RSVP agents all coming from a performing background, they were skilled communicators and excellent at finding the unique connection with every prospect. Add in to the mix the natural empathy an actor has, and we were able to provide exactly the type of agent needed for this work. 

The calls were of a highly sensitive nature with agents required to engage a prospect in what was often a distressing conversation. RSVP agents were able to use natural empathy to get the prospect to open up about family illness and deaths, then introduce the idea of protecting themselves and their loved ones from such harrowing experiences again. Developing a relationship with the prospect in a short space of time was integral to closing a sale.  

To comply with FSA regulations, all the work was undertaken in an enclosed, secure part of our offices, with stringent security checks in place to ensure all related information remained highly confidential. All sales calls were monitored and assessed by our in house Quality Assurance team within 15 minute of the sale being made.