In the fiercely competitive world of health insurance for the under-65 market, contact centers constantly grapple with the challenge of reaching potential customers and boosting sales. For New Age Health Solutions – an organization overseeing multiple health insurance businesses – this struggle was compounded by low contact rates and high agent turnover, creating significant hurdles to growth and profitability.
We sat down with Co-Owner Chris Reynolds to uncover how his team overcame these formidable obstacles, radically transforming its operations and achieved impressive revenue growth.
Explore the New Age Health Solutions story to learn how Reynolds and his team partnered with Convoso to turn frustrations with former inadequate dialer platforms into tripled contact rates, improved agent retention, and remarkable growth.
Their Challenges
- Difficulty transitioning from inbound to an inbound/outbound blend
- Very low contact rates from spam-labeled DIDs and voicemails
- High agent turnover due to burnout
- Concerns about staying TCPA-compliant and avoiding litigation
Our Solutions
- Comprehensive sales software that supports inbound and outbound calls
- Effective DID management with ClearCallerID
- Gold-standard voicemail detection
- Automations & tools to support compliance
- Advanced agent performance reporting
The Results
- 3X increase in contact rates
- 85% reduction in agent turnover
- Effective operations blend inbound and outbound calls
- Substantial increase in talk time
- Increased revenue and agent productivity
Contact Rate Triple with Convoso
When New Age Health Solutions first encountered Convoso, it was grappling with dismal contact rates, especially during its shift from a purely inbound model to a blended one. Its existing software failed to adapt to evolving needs, leaving Reynolds and his team frustrated and stuck.
The implementation of Convoso’s dialer software marked a turning point. “The most dramatic improvement when we switched over to Convoso was our contact rate,” Reynolds recalls. They tripled their contact rate, increasing by about 12 percentage points, from 5% to to the high teens.
This remarkable increase didn’t just boost numbers on a screen—it revolutionized their operations. The surge in contact rates led to a significant rise in talk time, enhancing both productivity and sales potential.
“It’s sales. The recipe is simple: Talk to more people. The more people you talk to, the more sales you get.”
ClearCallerID Lowers Spam Labelling and Improves Caller ID Reputation
Convoso’s ClearCallerID became a game-changer in reaching more prospective policyholders. This feature helped Reynolds effectively manage the company’s caller ID reputation, which is crucial for maintaining high contact rates and avoiding spam flags.
“The problem with the other dialers was super low contact rates, especially due to spam DIDs.”
Convoso provided real-time visibility into which numbers were being flagged by carriers, enabling quick strategic decisions. This proactive approach helped prevent numbers from getting flagged or blocked in the first place and included automated remediation by removing flagged numbers from call campaigns.
Compliance Support Strengthened with Automations & Tools
With contact rates rising, New Age Health Solutions turned its attention to another critical area: Compliance. Consent-based leads are posted to the team in real-time, and then they dial them out.
“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.”
Convoso customers are able to more effectively support compliance by automating many state and federal regulations about call times and frequency, scrubbing numbers against DNC [Do Not Call] lists, and building required language into the dynamic scripting tool to guide agents to say the right thing at the right time.
Agent Turnover Reduced by 85% With Convoso
The impact of Convoso extended far beyond contact rates and compliance—it also transformed agent retention at New Age Health Solutions. Previously, the inefficiency of its dialers left agents frustrated and unproductive, as countless calls went to voicemail.
This frustration led to a staggering turnover rate, with one out of every three agents quitting within the first few days. But after transitioning to Convoso, the turnover rate plummeted to just one in 20—an incredible 85% reduction.
Convoso’s highly accurate answering machine detection technology was instrumental in this improvement. By detecting up to 97% of voicemail recordings, this feature ensured that agents spent more time talking to live prospects instead of coding voicemails.
“It allowed the agents to be more present. They’re not just sitting there, endlessly getting answering machine after answering machine after answering machine. And they’re talking to more people.”
This shift significantly reduced frustration and burnout, enhancing overall morale. With more time spent on live calls, agents could focus on what they do best—building relationships and closing deals.
Talk Time Metrics and Targeted Training Maximize Agent Performance
Convoso’s reports have become a cornerstone of Reynolds’ daily routine. He says the Agent Performance Report is the most important.
“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.”
Reynolds uses these insights to tailor training for his team, ensuring each member gets the support they need to excel. For instance, if an agent’s calls are consistently short, their introduction needs strengthening to keep prospects on the phone. Conversely, if an agent has long calls but few sales, it suggests they need help with closing techniques.
By analyzing and acting on this detailed performance data, Reynolds has significantly enhanced agent productivity and driven substantial sales growth for New Age Health Solutions. These actionable insights enable more effective coaching, leading to better customer conversations and, ultimately, a significant boost in revenue and productivity.
Leaping from Low to High Performance with Convoso
Leveraging Convoso’s advanced contact center sales software has revolutionized operations at New Age Health Solutions. The company has seen a remarkable transformation:
- A tripled contact rate
- An 85% reduction in agent turnover
- Improved caller ID management
- Increased revenue
Features such as ClearCallerID, answering machine detection, and agent performance reports have driven these positive changes.
New Age Health Solutions has not only transformed its contact rates and agent retention but also positioned itself for sustained growth and success in the competitive health insurance market. With continued innovation and support from Convoso, Reynolds and his team are set to achieve even greater heights in the future.
Reflecting on the game-changing decision to partner with Convoso, Reynolds shares, “If someone was on the fence about switching to Convoso, or had concerns about changing systems, I would say, if we just left our business where it was two years ago, then we wouldn’t have all these offices. We wouldn’t have 150 employees working for us, and we wouldn’t be making the money that we’re making now.”
