Case Study: Financial Services Company achieves 35.3% conversion and 100% call accuracy with TTEC

Financial Services Company - Customer Case Study

A Financial Services Company wanted to expand its offerings by entering the health insurance market, but needed a way to launch the new program efficiently in a highly competitive industry. TTEC, a long-time strategic partner, was brought in to support the pilot health solutions sales program and help deliver knowledgeable, licensed representatives for Medicare and ancillary health products.

TTEC launched the pilot with 20 licensed reps, later adding seven more, and also advised on best practices, process testing, and operational improvements. The result was strong performance: a 35.3% conversion rate during the initial ramp period, 100% call handling accuracy against a 99.5% goal, and a 40% sales conversion rate in the second year.