Convoso Fuels 800x Contact Rate Surge and Tripled Sales for Supreme Health Options

At a glance

Challenges

Low contact rates, high cost per acquisition, and limited visibility made it difficult for Supreme Health Options to consistently reach prospects and scale efficiently.

Solutions

Convoso improved call deliverability with caller ID reputation management, streamlined lead handling with workflow automation, and enabled faster decisions with real-time reporting.

Results

Contact rates increased 800x, CPA dropped 36%, weekly sales tripled, and the company scaled from 40 to 400 employees.

Manager seeks solution to improve results for outbound sales

Making meaningful connections with prospects is critical for call centers selling under-65 insurance plans.

But strong agents alone aren’t enough.

It takes the right technology to consistently reach leads and manage the complexity of inbound and outbound sales.

Dialer Manager Amanda Allen oversees operations across 10 call center offices at Supreme Health Options. She was dealing with low contact rates and inefficient workflows on a previous dialer.

After switching to Convoso:

• Contact rates surged 800x

• Weekly sales increased 3x

• CPA dropped by up to $198

• Day-to-day operations became easier 

Spam flags drove contact rates down to almost zero 

Like many call centers, Supreme Health Options’ main issue was blocked conversations. 

Trust is critical in the under-65 insurance industry. Agents are asking prospects to share highly sensitive information, so credibility has to be established before a conversation even begins.

That starts with the caller ID.

If a number looks unfamiliar or flagged, most people won’t answer. 

“And if leads do pick up the phone, they're never going to give their social security number to somebody if they look at their phone and it says ‘Scam Likely,’” Allen said.

Supreme Health Options ran into this issue with its previous dialer.

The platform didn’t display the company’s name and couldn’t prevent spam flags. Many of the team’s outbound calls were labeled as potential scams, and contact rates fell to a dismal 0.01%.

Thousands of calls went unanswered each day. Agents burned through lead data with few sales to show for it.

When calls don’t connect, growth stalls

With so few conversations happening, the company’s bottom line was feeling the pressure. 

The metrics that matter most to Allen are cost per sale and weekly sales volume. Cost per acquisition ranged from $450 to $550, which Allen noted is high for the industry, and weekly sales were stuck around 55. 

This combination of high costs and very low sales made it difficult to scale operations or stay profitable.

Strong caller ID reputation builds lead trust

Improving contact rates was the first step toward turning performance around.

With Convoso’s caller ID reputation management, Supreme Health Options sees fewer spam flags and blocked calls. The company name is also displayed for prospects, so they can see it’s a legitimate business calling them. 

That combination improved lead trust, and contact rates soared by 800x. With agents now having more conversations, they were able to triple weekly sales. 

Proactive monitoring reduces spam flags and saves management time

Before Convoso, much of Allen’s time was spent running reports and managing flagged numbers across multiple accounts. 

Now, reports are automated and she has greater visibility into number performance.

“I like to be able to see the reporting, too, like when the flags are about to come. And we just recently started using the prevention features,” she said. 

“I have a 25-mile radius and a cap of 100 calls per caller ID per day, and that has made a very big difference in the amount of flags that we've gotten.”

With less time spent on repetitive number management tasks, she can focus on improving campaign performance and overall results.

Workflow automation spurs efficiency across call centers

Improving caller ID performance was only part of the solution. The team also needed to clean up day-to-day workflows that were slowing down agents .

Before Convoso, agents wasted time calling leads that likely wouldn’t convert or had already been sold. Duplicate entries from multiple form submissions made the problem worse, pulling focus away from higher-quality opportunities.

Filters remove low-quality leads

Convoso’s workflow automation eliminates that inefficiency.

“I use the workflow automation mostly to get rid of what I don't want,” Allen said. “For example, when we make a sale, we mark it as a sale and the workflow then takes it out of whatever the originating list is and moves it into a list that I named 'Enrolled.' That's an inactive list...that's not going to be dialed.”

She automatically filters leads with specific issues—such as Medicare tags, language barriers, or wrong numbers—into separate lists that agents don’t dial.

This keeps campaigns cleaner and ensures agents stay focused on leads with real potential.

Drip campaigns maximize lead investment

To maximize lead investment, the team also uses drip automations.

The team recycles leads into 7-day, 14-day, and 30-day campaigns, so agents dial older data without taking priority over newer leads.

This ensures Supreme Health Options gets the most out of the lead investments they’ve already made.

Real-time reporting drives smarter decisions

Once workflows were more efficient, the team also needed better visibility into performance.

Convoso’s reporting tools give the team clearer visibility into lead quality, helping identify which vendors deliver results and where to focus lead spend.

Faster insights, faster decisions

With the previous dialer, Allen didn’t have access to real-time insights. Adjusting campaigns or evaluating performance took time, which slowed decision-making and limited results.

Convoso’s real-time reporting and customizable dashboards changed that by giving her faster access to the information she needs most. 

“You can make [the reporting] do whatever you want,” she said. “I like how I can put my own KPIs on there.”

As the dialer manager for so many offices, Allen used to spend a lot of time creating reports to check on performance. 

Now she has everything preset in the dashboards. “I just refresh it, and then we know what’s going on. It takes probably 10 seconds,” she said. “I look at that probably 20 to 30 times a day.” 

Better data supports smarter lead spend

One of the most valuable tools for Allen is the ROI by lead vendor report, which helps her decide where to invest and where to pull back.

“That’s a report that I use before I make a gambling decision with the leads because that tells you what you need to know,” Allen said. 

“If I'm buying $1,000 worth of data, [and those leads are] all going to operator intercept or disconnected numbers, I'm not going to continue to buy those leads.”

That visibility reduced wasted spend, leading to a 36% drop in cost per acquisition and up to $198 in savings per conversion.

Daily reporting helps vendors improve quality

Convoso also automates daily disposition reporting to lead vendors.

Rather than manually pulling and sending data, vendors receive updates on how their leads are performing. This allows them to adjust and improve quality over time.

“They're able to optimize in live time for the campaign, and that definitely drives a lot of the success as well,” Allen said.

Strong dialer ROI fuels 10x team growth

By improving contact rates, reducing wasted lead spend, and streamlining day-to-day workflows, Supreme Health Options saw meaningful gains across the business. 

More calls reach real prospects, agents spend less time on unproductive work, and lead budgets go further.

Those improvements translated into growth. The company expanded from 40 to 400 employees and continues to open new offices.

For Allen, the impact comes down to how the platform performs in practice. 

“You're going to get what you pay for, and I feel like we definitely do with Convoso because it's making us more money,” Allen said. “I'm glad that we took the leap.”

CTA: See how Convoso’s intelligent number management, advanced reporting tools, and workflow automation can help your revenue team scale. Schedule a demo today.