Arrears Telemarketing Campaign

This telemarketing campaign conducted by the Member Services Department is designed to recapture members in arrears in the US and Canada (Regions 1-7). This is an annual activity sponsored by the Regional Activities Department.

This year marked the fifth year of Member Services'  involvement in the campaign, and the third year that the entire program has been conducted in-house. Here are the results of the 2006 campaign:

A new approach to this year's program was the use of data from the 2004 Member Segmentation Study. The Member Segmentation Study grouped the membership population according to attitudes, needs and behaviors in order to better understand each group and develop specific membership, marketing and communication tactics going forward.

Based on this data, customized telephone scripts were created and used to appeal directly to various groups of members in arrears.

For additional information on this program, contact Felicia Taylor , MD Manager.