This AEP is a quality game, not a quantity game. August and September are prime months for testing your systems, training your team, and becoming familiar with the platform so you can hit the ground running when AEP lands.

In their Built for AEP 2027 webinar, Spark's call center specialists Jacqui Smolver and Brad Wooten went over the four audits that call centers should run: leads and call center operations, compliance, technology, and reporting. Spark supports each one with tools including IntelligenceX, Leads Marketplace, Plan Disruption Analysis, Plan Exit Alerts, and Plan Fit.

Enrollment quality metrics that call center operators should watch

Two numbers deserve close attention: accretion rate and rapid disenrollment rate (RDR).

‍

‍

Accretion rate

• Carrier expectation: above 90%
• Warning zone: around 80%
• UHC termination trigger: below 80% for more than nine months
• Humana termination trigger: below 70%

Rapid disenrollment rate

• Carrier expectation: under 10%
• UHC termination trigger: above 20% for nine months
• Humana termination trigger: 25%

Reviewing enrollments can help call centers identify whether agents are completing a full needs assessment and placing clients in an appropriate plan. A strong needs assessment should leave the client understanding what is changing and why the selected plan still meets their needs.

Keeping members who are already on their best plan has a strong relationship to RDR. Agents should understand that they do not need to make a sale on every call. If a member is already on the right plan, moving on to the next call may be the better outcome.

Spark offers tools to support enrollment quality. Plan Fit matches clients to a plan based on their needs and budget and is built into the Spark enrollment flow. It can also be used as a review tool.

‍

‍

The AEP call center readiness checklist

Before AEP, confirm that your foundations are in place:

• Licensing and certification: AHIP, carrier-specific certifications, licenses, and appointments are documented for every state and carrier.
• Surge planning: Model expected lead and call volume against last year's numbers so staffing can absorb the increase without sacrificing quality or compliance.
• Marketing materials and scripts: Submit materials for AEP through Spark's submission process.
• Call recording: Confirm your software is set up and working properly.
• SOA workflows: Test your Scope of Appointment workflows.
• Audit documentation: Make sure required documentation is ready and accessible.
• Lead routing: Test real scenarios so high-intent leads reach the right licensed agent.

Find this checklist in the AEP resource hub to keep your team aligned as you work through each audit.

1. Leads and call center operations

Can every lead reach an agent who is licensed and ready for that state and carrier?

• Test your CRM at three to five times normal lead volume.
• Test routing for states, carriers, licensing, language availability, overflow, and after-hours.
• Assign an owner for lead flow.
• Review carrier market analysis and identify focus markets.
• Connect with carrier broker representatives for local resources and training.

2. Compliance

Can every enrollment be traced from start to finish?

• Review current CMS and carrier marketing requirements.
• Use approved scripts and marketing materials.
• Record required calls and make sure recordings can be retrieved easily.
• Train agents to read required disclosures on every recorded call.
• Complete and store SOAs, consent, and enrollment documentation correctly.
• Establish your QA process before volume increases.
• Give compliance exceptions a named owner and a cross-trained backup.
• When an allegation or CTM comes up, having the documentation a carrier requests available right away matters. Keep your records organized and make sure more than one person can retrieve them.

3. Technology

Has each workflow been tested rather than assumed?

• Turn on your Spark webhook so the data you need flows into your CRM.
• Make sure agents know how to enroll in Sunfire Blaze if they are new to it.
• Identify manual spreadsheets and re-entry points.
• Test compliance flags and system alerts.
• Set up backup and escalation coverage.

4. Daily AEP dashboard

Can leadership see problems the same day? Track these metrics daily:

• Enrollment volume
• Agent capacity and utilization
• Conversion from lead source to enrollment
• Compliance flag rates
• Speed to lead by time of day

‍

Supporting call center quality with IntelligenceX

IntelligenceX (IX) is Spark's AI-powered call monitoring platform. It automatically reviews call recordings, flags compliance risks, and supports quality assurance. It helps teams review calls in line with carrier expectations and is provided at no cost. It can run alongside your current call quality structure.

‍

‍

Helping call centers retain their book of business

Spark's retention tools help agents identify clients who may need attention during AEP.

Plan Disruption Analysis identifies carrier changes such as plan rate increases, benefit cuts, and plan exits and flags how clients in your book are affected.

Plan Exit Alerts automatically email affected clients when their plan is exiting.

Make sure your book of business is uploaded and your opt-ins are confirmed with your account manager.

‍

‍

In Spark, the Needs action banner prioritizes contacts based on the urgency or severity of an update. Action items require action from the agent, such as a future termination or plan exit. Activity includes updates that may not require immediate action, such as a birthday, updated needs assessment, plan crosswalk, or a plan that has not been reviewed in three years.

‍

Growing with Leads Marketplace

Leads Marketplace is a managed, multi-vendor lead program. Spark handles vendor sourcing and vetting, including compliance and relationship management.

‍

‍

Key benefits include:

• Testing multiple vendors with no minimum
• Competitive pricing
• Geo- and state-level bid optimization
• Getting a new lead vendor up and running in about 30 minutes
• Using Spark's pre-approved marketing when your own materials have not been approved in time
• When evaluating leads, look beyond cost per acquisition and consider accretion as well.

‍

Get your call center AEP-ready with Spark

Before October 15, test your workflows, confirm licensing and compliance, turn on your webhook, and make sure your team knows where to find the tools and information it needs.

Visit the AEP resource hub for the full checklist.

‍

‍