New Age Health Solutions Triples Contact Rates with Convoso’s Powerful Sales Platform

From low contact rates to scalable growth

New Age Health Solutions operates in the under-65 health insurance market, where reaching prospective customers quickly and consistently is critical.

But low contact rates, spam labels, and too many voicemails made it hard for agents to connect with live prospects. 

As the company shifted from inbound-only to a blended inbound and outbound model, Co-Owner Chris Reynolds needed a platform that could support the next stage of the business.

We spoke with Reynolds about how his team improved contact rates, reduced agent burnout, and built a scalable sales operation with Convoso.

Low contact rates slowed sales and productivity

As New Age Health Solutions added outbound dialing to its inbound model, the team needed agents to reach more live prospects. But its previous dialers couldn’t get past the biggest barriers to outbound performance: spam-labeled caller IDs and too many voicemails. 

Those issues kept agents waiting for conversations that never happened. Contact rates stayed too low to support the company’s growth goals, and agents lost time they could’ve spent selling.

“The problem with the other dialers was super low contact rates, especially due to spam DIDs," Reynolds said.

That connection problem affected more than sales. It shaped the agent experience, too. 

Fewer live conversations meant fewer chances to sell, fewer opportunities to improve, and more frustration across the team.

Caller ID reputation management turns more calls into live conversations

For outbound sales to work, agents need calls to reach live prospects. That starts with better caller ID reputation management.

With Convoso, the team has clearer visibility into which numbers carriers are flagging. That helps them spot reputation issues that hurt answer rates and improve the metric Reynolds cares about most: contact rates.

"The most dramatic improvement when we switched over to Convoso was our contact rate,” he said. It increased about 12 percentage points, from 5% to the high teens.

“It’s sales. The recipe is simple: Talk to more people. The more people you talk to, the more sales you get," he said.

Compliance tools support responsible dialing

As contact rates improved, Reynolds also needed to keep compliance front and center.

“It's super important for us that we are dialing compliantly and avoiding any kind of TCPA lawsuits or litigation that may come from poor business practices,” he said.

New Age Health Solutions works with consent-based leads that post to the team in real time. Convoso gives the team compliance tools for call times, call frequency, DNC workflows, and dynamic scripting.

With those tools in place, the team can grow outbound performance with less compliance risk.

Better voicemail detection reduces agent burnout

Agents needed more of their day to involve real conversations, not voicemails. 

Convoso’s answering machine detection helps by identifying up to 97% of voicemail recordings and filtering out more calls that don’t lead to live conversations.

That shift changed the agent experience. Before Convoso, one out of every three agents quit within the first few days. After the switch, that dropped to one in 20—an 85% reduction in agent turnover.

“It allows the agents to be more present,” Reynolds said. “They're not just sitting there, endlessly getting answering machine after answering machine. They're talking to more people.”

With more live conversations, agents can stay sharper, build confidence faster, and spend more of their day doing the work they were hired to do.

Agent reporting helps managers coach faster

More live conversations gave Reynolds more performance data to work with. 

Convoso’s agent performance reports help him quickly spot where each agent needs support.

"I can tell by a two-minute report based on talk time metrics—average talk time, average length of the call—how an agent is performing and what they need to improve on," he said.

Those insights make coaching more specific. Short calls can point to an opening that needs work. Longer calls without enough sales can point to a closing problem.

Instead of guessing, managers use that data to coach the right skill faster and help agents close more sales.

Convoso opened the door to growth 

For Reynolds, the impact of Convoso shows up in the business New Age Health Solutions has built since making the switch.

The company now has multiple offices, 150 employees, and a stronger operation to support continued growth in a competitive market.

“If someone was on the fence about switching to Convoso, or had concerns about changing systems, I’d say this: If we’d left our business where it was two years ago, we wouldn’t have all these offices. We wouldn’t have 150 employees working for us, and we wouldn’t be making the money we’re making now.”

See how Convoso can help your team connect with more live prospects and coach agents faster. Schedule a demo today.˜