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TrendSource Introduces TTY/TTD and Foreign Language Interpreter Service Call Monitoring to CMS Compliance Audit Programs
Date:3/6/2013

ely and ethically servicing beneficiaries not only during AEP, but throughout the rest of the year as well,” said CMS Compliance Program Manager, Amber Gadzinski. "This added service allows insurers to proactively measure their call center performance and potentially influence their Star Measure ratings for foreign language interpreter and TTY/TTD availability.”

After piloting these new program capabilities for several months with a handful of current clients, TrendSource has made them official service offerings and is actively recruiting individuals throughout the US to conduct these audits.

“We are looking for bilingual Field Agents with excellent writing skills to participate in the foreign language programs, as well as individuals with access to a TTY/TTD machine to help assess representatives’ ability to serve hearing-impaired customers,” said Field Services Manager, Patrice Cannataro. “Calls can be made from home or anywhere else, and each call, including input, takes around 20-30 minutes.”

Field Agents, also known as secret shoppers or mystery shoppers, evaluate the overall telephone skills, etiquette, and product knowledge of the insurance representative that answers the call. Anyone is eligible to conduct these call center audits, and they are recognized as an ideal means for earning extra income on a personalized schedule.

“There really isn’t anything hard about it,” said Carolyn Cornaghie, a retiree in Houston, TX, who has been participating as a secret shopper for years. She explained some of the different ways a secret shopper can participate in health insurance audits, “First, there are planned events, where you sit down and listen to a speaker, which take about an hour and a half. Then, there are kiosk events where you just stop by and ask questions and those only take about 30 minutes. Lastly, you can do call center audits of customer service departments, which is the least demanding.”

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