Client Success -
Insurance
Outperforming the Field: How Liveops Became the Sole CX Provider for a Top Insurance Company
seasonal flexibility
seasonal ramp
BPO provider
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Overview
A direct-to-consumer insurance organization needed a dependable way to convert inbound interest into licensed sales conversations. Seasonal spikes around annual enrollment period and open enrollment period (AEP/OEP) created unpredictable volumes, while multi-vendor inconsistency made it hard to scale what worked.
By partnering with Liveops, the organization engaged a nationwide bench of licensed insurance customer support agents to execute front-end outreach, qualify leads in real time, and connect ready-to-buy consumers to the right product lines across auto, home, medical, Medicare/Medicaid, and life.
Key challenges
Seasonality was the first test. After the new year and during AEP/OEP, inquiry volume surged well beyond steady-state levels, overwhelming fixed agent staffing models and slowing speed-to-contact.
The second challenge was conversion leakage: many consumers clicked to learn more but stalled without timely follow-through from a licensed customer support professional.
Finally, the program began with four vendors whose training rhythms and execution varied, which introduced inconsistency and limited the ability to double down on what was working.
The Liveops solution
Liveops activated a geo-diverse network of licensed insurance support agents who handled front-end calling, prioritized click-driven interest, and qualified prospects for seamless handoffs into bound-policy workflows.
Large-cohort, role-specific certification enabled rapid ramp without idle overhead, so the team could expand quickly for AEP/OEP and contract smoothly after peak.
We tracked qualification, transfer, and policy-assist rates by campaign and season to refine talk tracks and targeting in near real time.
The end result
The client began with four other call center BPO providers, but decided to consolidate to Liveops as their sole provider based on ramp speed and consistent performance.
Seasonal capacity tripled, scaling from roughly 200 to 600 licensed insurance customer support professionals in just three months.
Qualified transfers (calls lasting approximately two minutes with a licensed customer support agent) averaged 20% vs. an 18% goal, and conversion rates averaged 10%+ vs. a 9% goal, outperforming other vendors that only topped out around 8%, and turning more licensed conversations into policies without sacrificing pace.
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
Conversion lift
Qualified transfers 20% vs. 18% goal and policy assist 10%+, outperforming other vendors’ ~8%.
Efficient momentum
Two-minute qualified-transfer standard kept licensed conversations meaningful without slowing pace.
Seasonal scale
Capacity tripled (200 → 600 in three months) to meet AEP/OEP demand.
Sole provider
After starting with four vendors, the client consolidated to Liveops based on ramp speed and consistent performance.
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