Contact Center Training and Content (CTC)

The purpose of this contract is to develop training and e-Learning products designed to increase the Medicare and Marketplace knowledge of the CSRs and support them in providing world class service to our beneficiaries and consumers. It is important that the potential training and content contractor understand the complexity of the Medicare and Marketplace programs and the scope of the information that CSRs provide in response to inquiries. The contractor must be capable of developing both classroom training materials and eLearning solutions for self-paced modules to support the multiple contact centers that are staffed with an estimated 10,000 CSRs nationwide. Additionally, the contractor must have the ability to proactively review Medicare and Marketplace policy and new Government provided information to develop and verify the accuracy of scripts, frequently asked questions (FAQs) and other content across all contact center communication channels (telephone, written correspondence, web chat, etc.). It is also important that the contractor possesses an in-depth understanding of the functionality of Next Generation Desktop (NGD), which is the primary application used by the CSRs during all customer interactions. CMS requires that information being provided is accurate, understandable, and consistent across all channels of communication.

The work volumes for training and content have increased with the maturity of this contract. Currently there are approximately 1,000 training products supporting multiple lines of business (General Medicare, Marketplace New Hire, Claims, etc.). This contract also ensures all products are maintained, updated or archived (New Hire Training, Claims Training, e-Learning Modules, Job Aids, Process Manuals, Infographics, etc.) In addition, approximately 100 new pieces of training are in development each year. The content team has over 3,900 products (Phone Scripts, CSR User Alerts, Blast Alerts, Quick Letters, Reference Materials etc.) that are maintained, updated and developed per year. The content count includes both English and Spanish versions. All these products are stored, deployed, and tracked through CMS provided Universal Content Management (UCM) and Learning Management (LMS) systems.