The importance of “real-time”

When the National Verifier is available, many customers will check their eligibility at the same time as enrollment. For sign-ups in retail locations and live phone interactions, service providers stressed that “near real-time” eligibility determinations are extremely important to them.

We heard that if the eligibility review takes too long, the customer will walk away or hang up, and it’s very difficult to get them to return and finish the enrollment process.

What “real time” means to you

We heard a range of definitions for “near real-time” – but in general – for database matches, service providers expect a response within one minute. If manual documentation review is necessary, they expect a response in 15 minutes or less.

Communicate wait times

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Communicating expected wait times will help motivate consumers to stay until the eligibility check is complete.

We also heard that communicating expected wait times – whether through a time estimate, queue number or other method – will help manage expectations, and encourage customers to wait until their eligibility review is complete.

 

What else should USAC know about “real time” responses as we design and build the National Verifier?

What does “real time” mean for you, and how will it impact your customers?

Let us know in the comments!

Author: lifelineprogram

The Lifeline Program helps families in need afford voice and broadband connectivity services.

1 thought on “The importance of “real-time””

  1. Please, please consider having an API interface so the national verifier can be integrated directly into the carrier’s application.

    Adding another manual process (eligibility check through NV site) is a step backwards and fails to take advantage of standardized technology that has been around for over a decade.

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