How Medigap Life Tripled Medicare Sales Revenue with Convoso

At a glance

Challenges

Costly downtime, over 25% of numbers labeled as spam, 10% of calls leaking to voicemail

Solutions

Powerful predictive dialer, caller ID reputation management, precision voicemail detection

Results

300% revenue growth in one year, a 60-80% boost in contact rates, significantly fewer spam flags

Finding the right fit for growth

When you have hundreds of agents making millions of calls, even small dialer inefficiencies can crush your bottom line. 

We spoke to Sean Chapman, Chief Technology Officer at Medigap Life, to see how choosing the right technology partner makes or breaks a large contact center.

Here’s how his team overcame dialer frustrations and tripled their revenue with the help of Convoso.

Legacy systems lag in uptime and call connections

When your organization generates tens of thousands of leads and makes millions of calls daily, you can’t afford to waste a second. If your dialer can’t stay online or connect calls, lost productivity quickly adds up.

This was the reality for Chapman’s team at Medigap Life. 

As they expanded, their legacy providers—ChaseData (now DialedIn) and VICIDial—struggled to keep pace. The systems weren’t built to handle the scale and complexity of such a large operation.

“When you're on a VICIdial platform, you constantly have outages. [The system is] placing calls and thinks it's dialing, but there's no real numbers actually dialing,” Chapman said. “Who wants to go through that?”

Contact rates soar with caller ID reputation management and voicemail detection

Medigap Life’s outreach suffered as flagged numbers and voicemails thwarted progress. Legacy dialers didn’t have the number visibility and management tools needed to fix the low contact rates. 

Chapman and his team needed a serious upgrade to continue growing. They discovered Convoso’s comprehensive caller ID reputation management and decided to give it a try.

A massive boost in performance

After a successful 20-agent trial, Medigap Life moved its entire roster of 500+ agents to Convoso. 

Within days, contact rates jumped by as much as 80%. 

Chapman credits two features for this nearly instant boost: caller ID reputation management and gold-standard answering machine detection.

Slashing spam flags and tuning voicemail detection

Before Convoso, over 25% of the company’s numbers were flagged as spam. With Convoso, the team identifies flagged numbers and uses strategic scheduling to prevent issues. 

Now, less than 10% of numbers are flagged. 

Convoso’s answering machine detection also delivered immediate results. Unlike previous systems, it required zero tuning to achieve high accuracy and up to 3x voicemail reduction. 

“Answering machine detection is kind of an art. Typically, you have to refine it, as we did on previous systems. Convoso simplified that and we didn't have to tune our AMD,” Chapman said.

“Right now, we're running about 3% with Convoso, which is better than ideal. We were at 5 and 10% on previous solutions. Convoso's AMD has had a big impact.”

An integrated system supports growing complexity

For Chapman, Convoso’s dependable uptime and real-time data are just as vital as the improved contact rates.

Moving to the platform eliminated the headaches of constant service interruptions. Medigap Life now enjoys 99.9% uptime and top-tier deliverability.

Connecting the tech stack

Convoso also supports the organization’s growth in operational complexity, not just headcount. 

With robust open APIs, the dialer integrates seamlessly with over 30 other tools, including CRMs, lead management systems, and custom metrics platforms. 

Chapman said the team found immense value in the combination of the API suite, the system's ability to handle high volume, and the automatic call distribution for their roughly 500 agents.

Smarter workflows and reporting

Convoso’s reporting and automation tools streamline workflows across the entire stack. 

Chapman can track KPIs and optimize strategies during the busy Annual Enrollment Period and year-round.

“Convoso is an excellent dialing platform. And it gives you an excellent ability to integrate with other solutions,” says Chapman.

Consistent, quality support simplifies transition

Beyond the dialer’s performance, Medigap Life found a partner in Convoso’s support team. With its previous providers, getting help was a major struggle.

When asked why the company left ChaseData, Chapman summed up the problem with a simple question: “Have you ever called their support?”

By contrast, Convoso is always available when needed, long after the initial transition.

“Convoso’s support is something that we can depend on, and it’s consistent, which is the most important part,” Chapman said.

New tools help managers maximize team performance

Managing hundreds of agents is easier with Convoso. 

Agents use customizable dashboards to track their own performance, while managers gain access to powerful coaching tools.

Chapman also values the dynamic scripting and Balto integration. 

Managers can analyze performance and coach agents based on script activity. Whenever an agent goes off script—or something on-script doesn’t work—managers can address it with an agent offline.

A custom feature to fine-tune lead prioritization

Convoso’s team also built a custom feature for Medigap Life’s metrics-driven managers. 

Using a bespoke call count limitation, managers can automatically move agents off of high-value campaigns if they aren’t maintaining a minimum conversion rate. 

It’s designed to make the most out of agent and manager time, as well as costly leads, for maximum sales efficiency.

Medigap Life triples revenue in 12 months

With soaring contact rates and reliable uptime, Medigap Life has been busy in the best possible way. 

Since switching to Convoso, the company tripled its revenue in just 12 months.

Chapman advises other companies against sticking with low-cost, low-performing solutions. 

When scoping out the right technology partner, Chapman said this is what decision makers should asking:

“The real question is, ‘What’s the ROI?’ not ‘How expensive is the cost?’”

Stop letting inefficiencies slow your sales team down. Schedule a Convoso demo today.