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Medicare AEP

7 Ways Call Center Owners Can Maximize Agent Performance During Medicare AEP

Medicare_AEP

Medicare AEP

Oct 17, 2025
|
5 min to read

7 Ways Call Center Owners Can Maximize Agent Performance During

Every year, from October 15 to December 7, call centers gear up for one of the busiest times in the healthcare industry, the Medicare Annual Enrollment Period (AEP).

It is the time when millions of Medicare beneficiaries explore, review, and change their health plans. For call centers handling Medicare campaigns, this short period is full of opportunity but also comes with a lot of pressure. High call volumes, strict regulations, and limited time can easily overwhelm teams if they are not prepared.

To succeed during AEP, call center owners need more than just a hardworking team. They need a strategy that combines preparation, motivation, and the right tools to help their agents perform at their best.

Here are some ways to make that happen.

1

Train Agents Before the Peak Season Begins

The most successful call centers start preparing early. Before AEP kicks off, train your agents thoroughly on both product knowledge and communication.

  • Refresh their understanding of Medicare coverage options and enrollment rules.
  • Revisit compliance guidelines like CMS and TCPA.
  • Run mock calls to practice real scenarios and improve objection handling.
  • Focus on soft skills such as empathy and patience, which are important when talking to seniors.

When agents understand what they are selling and how to connect with customers, they handle calls with more confidence and credibility.

2

Use a Reliable and Intelligent Dialer System

During AEP, every second counts. Your agents cannot afford to wait for calls to connect or waste time on poor-quality leads.

Primo Dialler brings together four powerful dialing modes — Power, Predictive, Progressive, and Preview — all in one platform. It allows contact centers to maintain a consistent flow of calls while reducing idle time and improving agent efficiency.

This means more conversations, better engagement, and higher conversions within the same working hours.

3

Track and Optimize in Real Time

Real-time visibility is key to success during AEP. Managers should be able to monitor what is happening on the floor at any moment and make quick adjustments when needed.

Keep an eye on:

  • Connection rates (ASR)
  • Agent idle time
  • Call drop rates
  • Conversions and lead outcomes

With Primo Dialler’s reporting and analytics, you can see how your campaigns are performing and take action immediately. A few timely changes during the day can have a huge impact on your overall performance.

4

Keep Morale High

The AEP season can be demanding. Agents spend long hours on calls, face frequent rejections, and work under pressure to meet targets. A positive environment can make all the difference.

Here are a few ideas to keep your team motivated:

  • Celebrate small wins every day.
  • Recognize top performers and share their success stories.
  • Offer short breaks between long call sessions.
  • Provide quick feedback and encouragement during shifts.

A motivated agent will always perform better than an exhausted one.

5

Equip Agents with the Right Tools

To help agents stay focused and productive, make sure they have everything they need before the campaign starts.

  • Use verified and updated lead lists.
  • Provide CRM integration so that agents can access customer details easily.
  • Enable sticky agent features for better customer continuity.
  • Use local caller IDs to increase pickup rates and trust.

And most importantly, take advantage of AI-enabled tools like Connect CLI, which automatically rotates underperforming CLIs. This simple feature can improve connectivity by up to 39%, helping agents reach more people and spend less time waiting on unanswered calls.

6

Keep Communication Flowing

Strong communication between managers and agents builds teamwork and trust.

Start each morning with a short huddle to review goals and share updates. End the day with a quick debrief to discuss what went well and what can be improved. Encourage agents to share their feedback openly — they often spot challenges and opportunities first-hand during calls.

When everyone feels heard, the team performs better together.

7

Ensure a Smooth Technical Setup

Technical issues can slow down even the best-trained teams. Make sure your systems are reliable, stable, and ready for heavy call volumes.

Primo Dialler helps ensure smooth operations with:

  • Real-time monitoring and call tracking
  • Answering machine detection
  • Custom dashboards and reports
  • Reliable connectivity and uptime

A seamless dialer setup keeps agents focused on conversations instead of troubleshooting.

The Medicare AEP season is short, busy, and full of potential. The call centers that succeed are the ones that prepare early, support their teams, and use the right technology to make every call count.

By combining smart training, consistent motivation, and an intelligent platform like Primo Dialler, you can help your agents perform at their best and turn the AEP season into your most successful campaign of the year.

Because success during AEP isn’t just about making more calls. It’s about connecting with the right people, at the right time, with the right tools. If you’re preparing your call center for the upcoming AEP season, reach out to our team to see how Primo Dialler can help improve your connectivity and agent productivity.

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