AEP 2026 Call Center Preparation: The Complete Checklist
The Annual Enrollment Period is the Super Bowl for Medicare insurance agencies. With call volumes typically increasing 3-5x during AEP, proper preparation is the difference between record-breaking sales and operational chaos. This comprehensive checklist ensures your agency is ready.
AEP 2026 Key Dates
- September 15 - October 14: Final preparation phase
- October 15 - December 7: Annual Enrollment Period
- December 8 - January 31: Post-AEP follow-up period
8 Weeks Before AEP: Technology Preparation
Your technology stack is the foundation of AEP success. Start preparation early to identify and resolve issues before they impact production.
Dialer System Checklist
- Verify system can handle 3-5x normal call volume
- Test all integrations (CRM, enrollment systems, carrier portals)
- Configure AEP-specific call queues and routing rules
- Update IVR messages for AEP (hours, options, hold messages)
- Test call recording and transcription functionality
- Verify compliance monitoring rules match 2026 CMS guidelines
- Set up AEP-specific reporting dashboards
- Test failover and redundancy systems
AI & Automation Checklist
- Update AI coaching prompts with 2026 plan information
- Configure AI agents for AEP-specific inquiries and FAQs
- Test AI compliance rules against current CMS guidelines
- Set up automated follow-up sequences for leads and appointments
- Configure appointment scheduling automation
Phone Number Preparation
- Acquire additional DIDs for AEP campaigns
- Verify caller ID/CNAM display is properly configured
- Test SMS capabilities for appointment reminders
- Check number reputation scores and address any issues
6 Weeks Before AEP: Staffing Preparation
AEP success depends on having the right people in place. Start hiring early—good agents get snapped up quickly.
Hiring & Staffing Checklist
- Calculate required headcount based on projected call volume
- Post job listings for seasonal agents
- Schedule interview and hiring timeline
- Prepare onboarding materials and documentation
- Set up system accounts for new hires in advance
- Order equipment (headsets, computers if needed)
Scheduling Considerations
- Extended Hours: Consider 8am-9pm coverage during AEP peak
- Weekend Coverage: Saturdays are often high-volume days
- Time Zones: Ensure coverage across all time zones you serve
- Break Rotation: Plan staggered breaks to maintain coverage
Pro Tip: Agent Proficiency Planning
Identify your top performers from previous AEP seasons and plan proficiency-based routing by state. AgentTech Dialer can automatically adjust agent proficiency ratings based on their sales performance in specific states, ensuring leads go to agents most likely to close them.
4 Weeks Before AEP: Training Preparation
Training is where AEP success is made or lost. Every agent must be thoroughly prepared on products, compliance, and systems.
Product Training Checklist
- 2026 Medicare Advantage plan changes and updates
- 2026 Medicare Supplement updates
- 2026 Part D prescription drug plan changes
- New carrier products and partnerships
- Competitive plan comparisons and positioning
Compliance Training Checklist
- CMS marketing guidelines refresher
- State-specific requirements review
- Recording and disclosure procedures
- SOA requirements and documentation
- Prohibited activities review
AI Mock Call Training
AgentTech's AI Mock Calls let agents practice Medicare sales scenarios with realistic AI prospects—24/7, with instant feedback, at no additional cost.
- Schedule AI mock calls for all agents before AEP
- Create AEP-specific mock call scenarios
- Review mock call scores and identify training needs
- Certify agents for AEP readiness (85%+ score threshold)
System Training Checklist
- Dialer operation for new agents
- CRM and contact management procedures
- Enrollment system procedures
- AI coaching tool familiarization
- Escalation and transfer procedures
4 Weeks Before AEP: Compliance Preparation
Documentation Checklist
- Update call scripts with current required disclosures
- Prepare SOA templates and e-signature processes
- Review and update compliance policies
- Document escalation procedures for compliance issues
- Prepare audit response protocols
Agent Certification Checklist
- Verify all agent certifications are current
- Complete AHIP certification for Medicare
- State license verifications for all selling states
- Document training completion for each agent
2 Weeks Before AEP: Lead Preparation
Lead Management Checklist
- Confirm lead vendor contracts and expected volumes
- Test lead delivery integrations
- Set up lead quality tracking and reporting
- Configure lead routing rules by state/product/performance
- Prepare aged lead re-engagement campaigns
Database Preparation Checklist
- Clean and de-duplicate contact database
- Segment contacts by plan type and renewal status
- Prepare retention outreach lists for existing clients
- Set up cross-sell opportunity flags
- Configure callback and follow-up queues
1 Week Before AEP: Final Preparation
Technical Verification
- Conduct full system load test
- Verify all integrations are functioning correctly
- Test failover and backup procedures
- Confirm support escalation contacts
- Backup all critical configurations
Team Readiness
- Hold final team meeting with goals and expectations
- Review incentive structures and contests
- Distribute final schedules and coverage plans
- Test all agent workstations
- Confirm supervisor coverage schedule
During AEP: Daily Operations
Daily Operations Checklist
Morning
- Review previous day metrics
- Address any overnight issues
- Check compliance flags
Ongoing
- Monitor real-time dashboards
- Support agent questions
- Handle escalations
Midday
- Check lead flow and quality
- Review compliance alerts
- Adjust routing as needed
End of Day
- Run daily reports
- Identify next-day priorities
- Recognize top performers
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