Client Success - INSURANCE
A Decade of Growth: Delivering Scalable Licensed Support for a National Insurance Leader
10+ Yrs
Strategic Partnership
99%
CSAT Score
33%
Conversion Rate
Share
Overview
What began in 2015 as a focused voice-based sales support program for licensed agents has evolved into a high-performing, scalable solution that now includes applicant upgrades, direct bill, and outbound engagement—serving one of the nation’s most recognized insurance providers. Over the last 10 years (and counting), Liveops has scaled seamlessly, introduced new call and lead types, and consistently raised the bar for performance and quality.
With a growing focus on results, the partnership matured into a strategic operation powered by data-backed insights, agile onboarding, and agent incentive structures that reward consistency and excellence. Together, Liveops and the client have built a high-performing licensed sales program that doesn’t just meet expectations—it sets new benchmarks for success across the insurance landscape.
Key Challenges
In the early years of the partnership, maintaining licensed coverage and supporting a growing book of business presented unique operational challenges. As program complexity increased, so did expectations for quality, efficiency, and scalability.
Adding new call types while sustaining strong sales performance required focused solutions and long-term strategic alignment.
The Liveops Solution
Liveops addressed these evolving needs by embedding flexibility and performance incentives directly into the program design. By implementing Voice of Customer (VoC) surveys, enhancing routing logic, and transitioning licensed agents into new call types—Liveops positioned the client for stronger, sustained success.
A strategic mix of commitment-based and performance-based incentives helped agents stay engaged and deliver consistent results. In 2023 the client expanded the partnership, broadening the call mix, requiring stronger alignment between sales opportunities. Liveops responded by honing agent sales skills to better identify and convert qualified leads. As a result, inbound conversion rates achieved a record 33%, signaling peak performance and conversion success across licensed interactions.
The End Result
This 10-year partnership has delivered more than just coverage—it’s driven meaningful growth. The program has evolved to include a broader mix of call and lead types, launched outbound lead dialing, and continuously improved agent performance through targeted enablement strategies.
Outbound dialing now averages 34% conversion rate, up from just 12.5% when it first launched in 2018. Applicant upgrade calls, which began with a 14% conversion rate average in 2021, are now trending at 30%—a clear indication of how Liveops has strengthened conversion strategies across the board.
Performance quality has matched productivity gains. Over the past 12 months, the program averaged a 90% compliance score and an exceptional 99% CSAT score—demonstrating Liveops’ commitment to delivering not just accurate service, but experiences that consistently meet and exceed customer expectations.
12% of agents currently handling calls are from our initial 2015 classes and still delivering strong results on the program today—a testament to Liveops’ ability to foster long-term engagement, consistency, and trust within its network.
Throughout this journey, Liveops has delivered scalable licensed support, responsive resource alignment, and continuous results—ensuring the client remains confident in its ability to meet goals and drive customer value. What started as a focused sales program has become a proven example of how the right partnership can elevate performance over time.
Why Choose Liveops for Insurance?
300%
Routing Attributes API & Automated License Management
ensured compliance, optimized agent availability, and reduced license costs by 30%
25
Key Takeaways
Long-Term Partnership
The partnership has spanned 10 years, marked by innovation, trust, and continuous growth.
Record Conversion Rates
The program reached a record-high 33% application conversion rate, the strongest in its history.
Quality & Satisfaction
Over the past year, agents averaged 99% CSAT scores and 90% compliance scores.
Inbound Growth
Inbound volume has grown 45% over the last three years, demonstrating increased customer engagement.
Outbound Performance
Outbound conversion rates climbed to 34%, up from just 12.5% at launch.
Agent Retention
12% of current agents have supported the program for more than a decade, showcasing exceptional long-term retention.
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