How to Scale Insurance Outbound Operations: A Convoso Case Study

This insurance sales team helps high-risk drivers find coverage, including the SR-22 insurance required in many states. Outbound calling plays an important role in how the company reaches those customers. 

But the problems with its previous dialing systems became serious enough that the team started considering whether it could keep outbound at all. 

We spoke with the CFO, Evan, and the company’s COO about the challenges they faced and what changed after they brought in Convoso.  

Outdated calling software made outbound unsustainable

Outbound campaigns became harder to justify as the old dialing systems continued to create problems. 

Agents were sitting idle, dialing capacity was limited, and number management consumed hours of the team's time, making it harder to get the return the company needed from its outbound operation. 

Wasted leads and inflated costs

One of their old dialers required agents to initiate calls, with each call handled one at a time. The management team had no control over how many dials went out or how consistently agents worked through their leads. 

“Before [Convoso], agents could dial whenever they wanted to instead of us controlling the dials,” the COO said.

They were burning through labor spend while agents sat idle and fresh leads went cold. 

Spam blocking turned number management into a full-time job

Constant spam flags meant fewer conversations, and the team had no way to see the health of their numbers in real time. 

They only learned about their spam label issues when agents would complain about going days without getting any answers. 

With no reliable insight into which numbers carriers were labeling as spam, the team resorted to a time-consuming workaround: agents used their own phones across different carriers to test the numbers before each shift and every hour throughout the day. 

Their numbers were flagged so often the company’s manager was spending about six hours a day manually changing them.  

We did that for so long, and then we were like, ‘Why do we keep doing this? We just need a better system,’” the COO said. 

Learn more about Why Phone Numbers Get Marked as Spam (and What Outbound Teams Can Do About It)

When they almost quit outbound

The inefficiency of the old dialing systems was taking too much time and resources to sustain. 

“Before we found Convoso, we were actually strategizing going away from outbound,” the COO said. “We were investing in other things to generate inbound, and then we realized our business model really needs some outbound.”

Finding Convoso meant finding a smarter way to make outbound work

With less time wasted on admin and more control over the sales operation, the team stopped rethinking their business model. Instead, they realized Convoso’s high-performance dialing made outbound not just sustainable, but a scalable revenue engine.  

“Our goal with Convoso is we’re looking to grow our company and expand nationally. This platform allows us to do that.” the CFO said.

Intelligent number management automates number health

After Convoso gave the sales insurance company a path to keep building outbound, the first step was fixing one of its biggest operational headaches: managing the phone numbers behind every call.

Real-time number management reduces admin time

The team uses Convoso Ignite^TM for intelligent number management and automated procurement.

AI-powered Ignite continuously scores health based on contact rates, answer rates, flagging trends, campaign context, and more. 

It uses that information to replace number rotation with intelligent selection, automatically choosing the best-performing number for each call. 

Instead of spending tedious hours every day calling each other to check number health, the team can monitor number health at a glance. 

“The biggest benefit of Ignite is seeing in real time when numbers get flagged,” the COO said.

 “We can see the health score,” Evan added, “and we don't have to spend time figuring out if our numbers are good or not.” 

Healthier numbers keep agents productive

That improvement shows up on the sales floor. 

When agents aren’t wasting time sitting idle, the company gains ROI from increased agent productivity.

“Before, our staff wasn't working,” Evan said. “Our numbers were on every single spam blocker out there.”

Now that they have Ignite keeping numbers healthy, more calls are getting answered and agents can spend more of their time in live conversations.

“Convoso makes our staff stay in their seats because they know people are going to answer,” the CFO said.

Campaign management helps the team get more from its leads

The insurance sales company receives 500–1,000 new leads a day, so a well-structured campaign strategy is essential to make the most of that volume. 

Convoso's campaign management automation gives the team more control over how they prioritize, distribute, and work leads.

Smarter dialing gives the team control over lead list penetration 

The old setup made it difficult to control dialing volume or to maintain a consistent pace. “We couldn't control how many dials went out,” the COO said.

Convoso instantly adjusts dial pacing based on contact rates, keeping calls moving without requiring agents to manage each dial themselves. 

That gives managers more control over lead list penetration and ensures agents work through leads at a more effective pace.

“Before we couldn't reach customers fast enough. Now we have that capability and we're having success with it,” Evan said.

Automated lead management keeps fresh opportunities moving 

The insurance sales operation runs three daily campaigns—two for fresh leads and one for older leads—across four lead sources, including organic website traffic and a lead vendor.

Convoso helps prioritize and distribute leads into the right campaigns, while list processing, automated workflows, and lead lifecycle dashboards help keep leads moving through the appropriate follow-up process. 

“Our fresh leads are doing great. We set up some good timing,” the COO said.

CRM integration connects dialing to the rest of the sales operation

The insurance sales team runs a CRM with more than 100 attributes and features for each lead and advanced processes that are essential to their outbound success. 

“We have a lot of automation from our CRM, everything from creating an intake to if we need a signature, or if we need some sort of payment,” the COO said.

Because the CRM handles so much of the sales process, integrating it with the dialing system is critical. 

Flexible customization adapts Convoso to the sales workflow

Convoso's open API makes it easy to connect complex systems like the insurance team's custom-built CRM without forcing the company to change the workflows it already relies on.

“We just want a way during a call to send all that information from Convoso so they don't have to go into multiple areas,” the COO said.

Keeping the systems connected gives agents one streamlined workflow, so they can stay focused on the customer while information moves seamlessly between Convoso and the CRM.

Responsive customization fits unique workflows

The team wanted to make one specific change to the way Convoso and its CRM work together.

“We needed a trigger to be able to disposition during a call, and we got it. Your team made it happen,” the COO said.

That flexibility and responsiveness lets the insurance sales company shape Convoso around the way the operation works, rather than forcing a complex, highly customized CRM into a one-size-fits-all workflow.

Real-time reporting gives managers more visibility into the sales floor

Before Convoso, the manager spent so much time on the day-to-day work of the dialing operation that she didn’t have time to focus on agent performance and improvement.  

“It really impacted training our staff. Our manager wasn't able to really be with the staff and improve them and listen in on them,” Evan said.

Now the manager relies on Convoso’s comprehensive analytics to see what’s happening across the sales floor. “She’s in there daily. She uses the agent monitor reporting, call monitor, and agent performance,” the COO said. 

The reporting helps the manager target coaching to individual performance – e.g., talk time, call outcomes, and sales performance – enabling agents to consistently improve their skills and close more sales. 

Learn how Convoso Advanced Analytics turns insights into real time performance improvements

Comprehensive analytics support better business decisions

This insurance sales company has moved from reconsidering outbound as part of the business, to scaling outbound operations. That makes clear performance visibility critical to its next stage of growth. 

Convoso gives executives and managers detailed visibility into campaign performance, agent performance, call outcomes, and lead performance, along with real-time reporting and historical analysis. 

They can drill into performance by hour, day, week, month, or quarter to see how results change over time and identify opportunities to improve campaigns, coach agents, or adjust how leads are worked.

The company also has its own business intelligence system and plans to integrate it with Convoso's analytics. 

Bringing the two together will give the business a broader view of outbound performance and more data to use when evaluating trends, optimizing the operation, and making decisions as it expands.

Turn outbound into a scalable growth engine

Convoso gives high-velocity sales teams the dialing, campaign management, and number management they need to reach more leads and get more from every agent.

Schedule a demo today to see how Convoso can help scale your outbound operation.