Case Study: Leading Insurance Company achieves higher close ratios and increased policy sales with Talogy

Improving Close Ratios for Outwards-Bound Call Center Agents

Select International worked with an insurance organization that wanted to increase outbound call center sales of auto and homeowners policies without alienating existing customers. The company’s challenge was improving selection of customer service agents (CSAs) to raise both the number of policies sold and monthly close ratios.

Select International deployed a customized Select Assessment for Customer Service (SACS) — combining personality measures, realistic sales/service scenarios, and multitasking simulations — and evaluated current salespeople. Agents who met the SACS profile sold 22% more auto and 25% more home policies, with closing rates 38% higher for auto and nearly double (98% higher) for home insurance, demonstrating clear revenue impact from better candidate selection.