Case Study: a leading U.S. online insurance agency boosts lead conversion by 7% with Sutherland Global Services

a leading U.S. online insurance agency boosts lead conversion 7% with Sutherland Global Services

A leading U.S. online insurance agency sought to improve its quote-to-bind ratio and efficiently manage rising consumer inquiry volumes. To enhance lead conversion and scale its operations, the agency partnered with Sutherland Global Services for a customer experience solution.

Sutherland implemented a comprehensive strategy that included establishing a Sales Support Center of Excellence, deploying a strategic outbound call model, and creating tailored pre-qualification frameworks. This solution delivered significant results for the agency, including a 7% increase in call transfer rates, a 99% lead quality standard, and the capacity to handle 720,000 monthly calls, leading to improved conversion and increased annual premiums.