The new insurance plan by United States President Barack Obama called Obamacare, or formally the Patient Protection and Affordable Care Act, marks a big development and great news for outsourcing companies who handle customer care for insurers.
ZDNet reported that with this news a lot of customers in America who want clarity on their health coverage, eligibility, costs and overall questions lingering in their mind will rely on the outsourcing companies on such queries.
According to the US Department of Health and Human Services, call centers will receive 42 million calls about the federal marketplace this year. On average daily there’ll be about 200,000 calls, 2,400 letters and 740 e-mails, and 500 Web chats hosted.
Sandeep Aggarwal, chief marketing officer at Serco, said in an Economic Times article: The US healthcare reform will mean incremental business because consumers will want to know how they are affected. It is still early though; the industry is waiting and watching.