Client Success -
Insurance
A Decade of Growth: Delivering Scalable Licensed Life and Health Insurance Support for a National Insurance Leader
strategic partnership
CSAT score
conversion rate
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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, recurring product support, and outbound engagement—serving one of the nation’s most recognized life insurance and health 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 across licensed insurance sales, policyholder support, and customer engagement.
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 customer service program that doesn’t just meet expectations—it sets new benchmarks for success across the life and health 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 across licensed life and health insurance interactions.
Adding new call types while sustaining strong sales performance required focused solutions and long-term strategic alignment. The client also needed a model that could support sensitive insurance conversations, including applicant questions, policy servicing needs, billing inquiries, product support, and recurring customer engagement.
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 across life and health insurance sales and service programs.
A strategic mix of commit-based and performance-based incentives helped agents stay engaged and deliver consistent results. In 2023, the client expanded the partnership, broadening the call mix and requiring stronger alignment between service inquiries and sales opportunities.
Liveops responded by honing agent sales skills to better identify and convert qualified leads while maintaining the accuracy, empathy, and compliance required in licensed insurance conversations. As a result, inbound conversion rates achieved a record 33%, signaling peak performance and conversion success across licensed
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 for licensed life and health insurance support.
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 for insurance applicants and policyholders.
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 in a regulated life and health insurance environment.
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 for life and health insurance providers navigating growth, complexity, and rising customer expectations.
Why choose Liveops for insurance?
flexibility to expected or unexpected events
Routing attributes API & automated license management
ensured compliance, optimized agent availability, and reduced license costs by 30%
years of deep insurance industry experience
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 and satisfaction
Over the past year, agents averaged 99% CSAT scores and 90% compliance scores.
Inbound growth
Inbound volume rose 45% over three years, showing stronger engagement from policyholders, applicants, and prospective customers.
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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