Buyer Center
Everything your room needs to know.
Straight answers on calls, billing, compliance and onboarding. If it's not here, ask us and we'll add it.
The calls
08Buffers & billing
09Quality & disputes
06Coverage & capacity
05Compliance
07Technology
05Onboarding
04Glossary
19- Buffer
- The minimum agent talk time required before a call becomes billable.
- Billable call
- A call that meets your agreed filters and exceeds your agent talk-time buffer.
- Live transfer
- A screened consumer connected to your agent while still on the line.
- Inbound call
- A consumer-initiated call that rings your floor directly.
- Warm transfer
- A live handoff in which a screener introduces the consumer to your agent.
- Cap
- The maximum number of calls allowed in a specified period.
- Concurrency
- The maximum number of calls your room can receive at the same time.
- Answer rate
- The percentage of delivered calls answered by your agents.
- Buffer pass rate
- The percentage of answered calls that reach the agreed billable buffer.
- CPA
- Cost per acquisition is your total campaign cost divided by acquired customers.
- Dispute window
- The period after a call in which you can submit a rejection for review.
- DID
- Direct Inward Dialing is a phone number that routes calls directly to your floor.
- SIP
- Session Initiation Protocol connects voice calls to your telephony endpoint over the internet.
- TPMO
- A Third-Party Marketing Organization provides marketing or enrollment-related services for Medicare plans.
- SOA
- A Scope of Appointment documents which Medicare products a consumer agrees to discuss.
- AEP
- Medicare's Annual Enrollment Period runs from October 15 through December 7.
- OEP
- An Open Enrollment Period is a defined window for eligible consumers to enroll or change coverage.
- SEP
- A Special Enrollment Period allows eligible consumers to enroll outside standard enrollment windows.
- D-SNP
- A Dual Eligible Special Needs Plan serves people eligible for both Medicare and Medicaid.