Medicare Coverage

Insurance Company Boosts Bottom Line with Improved Conversion Rate

$6.9M in additional revenue
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Lifetime Value Increase
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Increase in New/Seasonal Agent Proficiency
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Conversion Rate Improvement

Company Overview

A Minnesota-based healthcare and insurance company ranked in the top 10 of Forbes Global 500.

Situation

It’s a make-or-break moment. More than 50% of this medical coverage company’s new sales revenue is generated during a critical three-month period. It’s a highly competitive, way too short enrollment period for Medicare.

This Fortune 50 insurer sought proven solutions that would outperform competitors and improve sales conversion for the Post 65 Medicare Advantage/Medicare Supplement. Their daily KPIs showed a significant performance delta between top-performing agents and medium/poor-performing agents.

With XSELL, new agents were immediately given the upper hand. Agents’ voices help shape the tool. Built with AI that continuously learns and improves based on top performers’ evolving language, XSELL’s solution delivered both proactive and reactive real-time coaching.

With agnostic technology, adding the real-time coaching solution to a contact center is a snap. Instead of ripping and replacing existing tools, it layers in with your current software. The adaptability makes it easy to deploy XSELL across contact centers all at once or in select groups and scale up as adoption and performance skyrockets.

Challenge

This company wanted to identify, understand and cross-pollinate the behaviors of its top performers across the entire agent pool. Doing so would drive a consistent experience, improve sales results, and increase customer satisfaction. The volume of interactions and the complexity of Medicare sales would make it difficult to identify successful tactics. Each customer situation can be unique. That said, the right tool might be able to identify critical commonalities. As mentioned, the opportunity was seasonal. That meant each year, this company would rapidly “hire” and onboard new agents to capitalize on the opportunity. Could a solution scale on demand and successfully support new agents with accelerated training and time to proficiency?

Driving superior results included increasing conversion rate by 22% and driving an additional $6.9M in revenue — all while increasing customer satisfaction.

I can’t live without it! I’ve told my peers to keep using it because it helps me so much. My manager came to the team meeting, and I let him know that the XSELL real-time coaching is a game-changer.
Insurance Company Employee

Solution

XSELL was selected to meet the moment and capture the opportunity. They leveraged machine learning, artificial intelligence, and human authenticity to analyze the conversational traits used by the insurance company’s top-performing agents. That is how they found successful strategies and identified commonalities among seemingly unique customers. Their solution unlocked the keys to a successful Post 65 Medicare Advantage/Medicare Supplement program with:

  • Tactics to build rapport
  • Superior discovery
  • Elite objection handling
  • Consistent real-time agent coaching

The company’s contact center agents would be 100% supported with proven-to-work strategies during every moment of opportunity. And each action is ideally suited to the customer.

Driving superior results included increasing conversion rate by 22% and driving an additional $6.9M in revenue — all while increasing customer satisfaction. In addition, agents using XSELL reported more satisfaction with their jobs, increased commissions, job satisfaction, and reduced attrition.

The final touch was having the XSELL client success team train and support the vendor team to accelerate understanding and adoption.
The results of this program were dramatic. Low-performing agents increased their numbers significantly. That built greater agent satisfaction, curbing attrition during this critical period of high-volume sales calls.

The Factor

XSELL is the leader in conversational AI for contact center agent optimization.

One hour to launch. In about 60 minutes, XSELL can make every agent your best agent. The real-time coaching solution does the heavy lifting at every challenging point in any conversation. Onboarding and training are concise, making it easy to get any agent up and running quickly.

Better agents from the word Go. Fast integration is essential, but what impresses customers most is rapid success. Agent performance improves on day one with record-breaking performance marks achieved within the first 90 days.

Full performance transparency. Dashboard reporting helps contact center managers control costs by highlighting how agents are performing, progress toward objectives, and other business-critical details.

XSELL Technologies – known by proven customer results.

Discover how our team can make every agent your best agent

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