Health insurance outbound: 40 seats to target in 6 weeks

A health-insurance outbound program needed conversion without a quality cliff as hiring scaled. The previous floor sampled under 2% of calls. New-hire time-to-target was more than a month. Leadership had to stand up a sales-trained pod, not a generic care queue.

Approach

1. 01Hired to a sales profile, not a generic BPO scorecard.
2. 02Two-week academy, then a nest with swipe-up to seniors - not a sink-or-swim floor.
3. 03AI monitoring on 100% of contacts from day one; human calibration daily.
4. 04Client received a daily pack: connects, conversion, talk-off, quality, occupancy.

We don't just staff a contact center - we engineer the sales floor, the training loop, and the technology behind it.