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

Making meaningful connections with prospects is crucial for call centers selling under-65 insurance plans. But achieving those connections takes more than just skilled agents—it requires the right technology to navigate the complexities of inbound and outbound sales.

We spoke with Amanda Allen, who is the Dialer Manager for ten call center offices at Supreme Health Options. We learned about her challenges in handling these geographically divided operations and the company's challenges with its former dialer and how switching to Convoso transformed its contact rates, tripled sales, and made day-to-day operations faster, easier, and more effective.

With lower costs and higher sales, Supreme Health Options sees huge growth

Before Convoso, Supreme Health Options faced steep operational costs that hurt its bottom line. The metrics that matter most to Allen are cost per sale and weekly sales numbers. Under the previous dialer, the company’s cost per acquisition (CPA) ranged from $450 to $550, which Allen says is high for the industry. Weekly sales were stuck at about 50 to 60, making it difficult to scale operations and maintain profitability.

Convoso’s solutions revolutionized Supreme Health Options’ operations. The company saw contact rates soar, workflows become more efficient, and a 36% reduction in CPA. Most notably, weekly sales have tripled, fueling significant growth and enabling the company to scale its operations smoothly.

With lower acquisition costs and surging sales, Supreme Health Options can now allocate resources strategically and invest in future growth. The company has expanded from 40 to 400 employees and continues to open new offices. 

Convoso’s advanced dialer technology has not only driven cost savings but also transformed how Allen’s team manages calls and supports a larger workforce. With Convoso as a partner, Supreme Health Options is set up for long-term success and sustainable growth.

Insurance call center increases contact rate 800x

Trust is everything in the under-65 insurance industry, where agents ask prospects to share sensitive information. The first step to building trust with outbound calls is to ensure you have a recognizable caller ID. Without it, leads rarely pick up the phone, and even if they do, they aren’t going to follow through by enrolling in a plan. 

“We're talking about [selling insurance plans], where you need to provide your social security number, a credit card number, your date of birth, all of your family's personal information, your home address, your email. 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.’ It's just not going to happen.” 

Supreme Health Options’ previous dialer software, TLDialer, didn’t display the company’s name to prospects or prevent spam flags. As a result, its outbound calls were often labeled as potential scams, and Allen's team faced a dismal contact rate of 0.01%. This low rate meant that thousands of calls went unanswered each day, wasting resources and frustrating agents.

Saving time and boosting productivity with ClearCallerID Pro

Convoso’s ClearCallerID Pro eradicated this issue. This robust caller ID management tool enables Supreme Health Options to maintain clean caller IDs and improve call deliverability. With fewer spam flags, more answered calls, and greater trust from potential clients, contact rates have soared by 800x and weekly sales have tripled.

Allen enthusiastically praised ClearCallerID Pro for eliminating manual DID management from her daily tasks. Prior to Convoso, she had to run reports on flagged numbers and remove them from dialing lists, and she had to do this on about ten different accounts she manages within the company. 

“When you guys rolled out the CCID Pro, it was honestly like the best thing that's ever happened to me because I used to manually reset the flagged DIDs myself.” 

With ClearCallerID Pro, the system automatically identifies and manages flagged numbers, eliminating the need for Allen’s manual intervention. Now that flagged DIDs are removed from campaigns swiftly and accurately, Allen is saving a lot of time, not to mention tedious work, and can turn her attention to strategically improving performance elsewhere.

“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]. 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.”

Convoso’s configurable workflow automation ends manual lead management challenges

ClearCallerID Pro solved Supreme Health Options’ manual DID management issues, but Allen knew the team needed to streamline other day-to-day tasks as well. Before Convoso, agents wasted time calling back leads that wouldn’t convert or ones that had already been sold but popped up again because prospects often fill out multiple lead forms. These inefficiencies dragged down productivity and distracted agents from focusing on prospects more likely to convert.

Convoso’s workflow automation changed that. 

“I use the workflow automation for a couple different things, mostly to...get rid of what I don't want. 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 also uses workflow automations to sort leads with specific issues, like those tagged with Medicare, language barriers, or wrong numbers, into separate lists that agents don’t dial. This keeps agents focused on leads with real potential. She says it makes it cleaner and more organized.

Drip automations are another powerful feature that Allen uses regularly. To make the most out of the lead data she’s already invested in, Allen set up 7-day, 14-day, and 30-day drips to recycle aged data. This automation moves older leads the company has already spent money on into lower-priority lists and dials them in the background, so no lead goes to waste. 

But maximizing lead value is only part of an effective outbound lead strategy. It’s also critical to know which lead vendors provide high-quality data that converts. That’s where Convoso’s powerful reporting tools come in. 

Real-time reporting supports cost-effective lead purchasing

Supreme Health Options struggled with its former dialer’s limited reporting capabilities. Allen didn’t have the real-time insights needed to make quick, informed choices. Without reliable data, adjusting campaigns or tracking performance slowed down operations and held the team back.

Convoso’s real-time reporting flipped the script. Allen can customize reports to get exactly what she needs, fast. “You can make [the reporting] do whatever you want to and as fast as you want to…It's very easy to see where you're at and how everything's coming together,” she says. 

This flexibility helps her stay on top of campaign results and make adjustments on the fly.

One of the most important tools in her arsenal is the ROI by lead vendor report. “I use that report before I make a decision about where I'm going to spend the money for the leads…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.” 

A cost-per-sale or cost-per-acquisition spreadsheet doesn’t tell you the full story. Is the data you bought producing a sale, or is it not? That’s an essential question that those spreadsheets can’t tell you. With Convoso’s lead vendor report, Allen sees exactly which vendors are worth the investment and which ones aren’t. “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.” 

Another game-changer for Supreme Health Options is sending daily disposition reports to lead vendors. Instead of manually pulling data and emailing it, Convoso’s automation handles it. Vendors receive real-time updates on how their leads are performing, which helps them optimize on their end. This keeps Allen’s team and the vendors in sync, pushing for better results. “They're able to optimize in live time for the campaign, and that definitely drives a lot of the success as well.”