Medigap Life is one of the nation’s top insurance agencies that focuses on Medicare insurance products. Thousands of individuals and families work with the company’s highly specialized agents to compare and purchase health insurance from leading insurers such as Aetna, Anthem, Humana, United Healthcare and WellCare.
Because the core of Medigap Life’s business hinges on connecting with and consulting potential customers, its call center plays a crucial role in sales operations. However, with more than 25% of phone numbers labeled as spam, successful call connections (and opportunities to convert) had plummeted. Additionally, at least 10% of calls routed to agents reached voicemail, which increased agent wait time and further reduced contact rates.
Despite these challenges, Medigap Life hadn’t been receiving the required support from former dialer providers, which is why the company decided to tap a new partner: Convoso, a contact center as a service platform (CCaaS), for sales and lead generation teams.
Connected Calls Lead to Closed Deals
Since 2006, Convoso has provided compliant contact center solutions that drive customer growth. Plus, with its most recent investments in AI via its Voso.ai solution, businesses can further scale sales and revenue. By partnering with Convoso, Medigap Life saw improvements in uptime and stability, caller ID reputation management and voicemail detection. The company has also capitalized on improved integrations and performance data insights.
“Convoso is an excellent dialing platform,” said Sean Chapman, Chief Technology Officer at Medigap Life. “Since transitioning to Convoso, we have seen an increase in contact rates and an improvement in our call quality issues and uptime. All of that is critically important when you’re running at scale with 500 users.”
During and after transitioning to Convoso, the support and development teams went beyond the basic onboarding process to support users and managers alike. Leveraging Convoso’s rich suite of tools, Medigap Life has been able to:
- Boost revenue growth by 300% within one year;
- Increase contact rates by up to 80%;
- Reduce the number of direct inward dialing calls (DID) labeled as spam by 60%; and
- Reduce the number of leaked voicemails by 3X.
“One year ago, we were dialing sub-500,000 numbers and doing an average of about 2,000 deals a month,” Chapman explained. “We’re now generating around 1.3 million calls a day and 6,000 deals a month.”
Driving Agent Productivity and Performance
Prior to partnering with Convoso, Medigap Life lacked the automation and data integration required to scale operations, with agents struggling to manage high call volumes effectively. Now, the team has access to workflow automation and API integrations, which enhance efficiency.
Convoso also provides comprehensive caller ID management, which has significantly reduced the number of calls labeled as spam. Coupled with improved voicemail detection accuracy, these capabilities have helped Medigap Life reap maximum value from call center efforts.
“On any traditional dialing platform, at least 25% of our DIDs were spam-tagged,” Chapman said. “With Convoso, we run sub-10% because of our DID management process. Much of that is because of the transparency that Convoso provides us, which directly impacts our contact rates tremendously. We’re talking about going from a 7% to 9% contact rate to a 12 to 15%, which is a 60% to 80% improvement.”
A custom feature supports Medigap Life’s metrics-driven managers, who now use a customized call count limitation to automatically reassign agents from high-value campaigns if they reach a specified number of calls without achieving a minimum conversion rate. This feature is designed to optimize agent and manager time and maximize the efficiency of costly leads, which ultimately drives enhanced sales productivity.