Insurance Industry/ Lead Generation

KPO Service Type:

Customer Call Center To Grow Business


Scenario:

In 1999, this client launched an Insurance news portal that today, has become the top Insurance industry resource in the United States. In addition to delivering fresh content, it generates revenue by selling a variety of insurance products to a diverse group of clients.

Challenge:

Six months after FTO, the company was ready to expand and needed a growth plan. The company was generating leads via its Web site and email. But to continue its business growth, the company needed a cost-effective way to build a professional telemarketing team and retrieve more solid leads via telemarketing - a strategy successfully used by its competitors.

Solution:

VONCORE educated the client on the value of outsourcing and did a competitive analysis to determine dollars per lead. Finally, VONCORE developed “Insurance Mastery,” a talented call center team in the Philippines.

The team was trained on US insurance concepts and language as well as on how to manage diverse products and services for a number of clients at the same time.

Result:

This group is setting appointments and telemarketing insurance products for insurance wholesalers and carriers to thousands of agents throughout the United States, exceeding the US call center metrics and generating revenue. In the US, they were averaging eight leads per day, or one lead per hour. The “Insurance Mastery” team in the Philippines matched that rate within six weeks at a comparative savings of 75% on payroll alone. The call center broke even in the first two months and is now the core revenue generating aspect of the business.