Best Practices January 24, 2026

AEP 2026 Call Center Preparation: The Complete Checklist

Operations Team
Call Center Specialists

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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