From Seasonal Strain to Scalable Success: Insurance Provider Achieves 250% of Application Completion Goal, Boosts Customer Service Levels by 77%
WHAT WE DO
Insurance Support Services
Medicare Enrollment
Customer Care
INDUSTRY
Insurance
RESULTS
500 licensed agents
Agents ready-to-sell in five months
Exceeded application completion goal by 250
Reactivated 100 furloughed agents in 48 hours to handle post-AEP surge
Ranked #1 among external vendors for sales performance
Meeting the Harsh, Seasonal Demands of Medicare Enrollment with Rapid Scalability
[SITUATION]
A leading healthcare insurance provider offering Medicare Advantage plans needed help scaling its business to navigate the ever-fluctuating Annual Enrollment Period. Agents needed to be licensed, trained on compliance and regulatory requirements, and capable of handling sensitive member data while delivering quality consultative support. With seasonal volume spikes and unpredictable traffic, the client needed a partner who could deliver member care operations with speed, scale, and precision.
The client engaged MarketSource to rapidly scale a sales team, manage complex compliance requirements across multiple states, and execute both enrollment and retention strategies under tight timelines.
CHALLENGES
Peak seasonal call volume
Need to scale rapidly
Complex compliance requirements
250%
of client’s application completion goal achieved in the first year, with high conversion rates and low cost per acquisition.
KEYS TO SUCCESS
Tiered sales structure
Scalability
Quality assurance framework
Licensing/compliance infrastructure
Scalable, Compliant Sales Engine Elevated Enrollment and Drove Retention
[SOLUTION]
We launched a tiered sales model, beginning with 25 frontline member care agents focused on eligibility qualification. By mid-year, we expanded the team to include licensed agents who could also consult on plan options and complete enrollments. Within five months, we scaled the team to 500 agents, over half of whom were licensed to sell across multiple states.
To ensure compliance and readiness, we deployed a technology platform that tracked credentials, processed renewals, and streamlined agent licensing. This enabled 80% of our agents to be licensed and ready to sell within 21 days.
Real-World Results
500 licensed agents
Agents ready to sell in 5 months
Exceeded application completion goal by 250%
Ranked #1 among external vendors for sales performance
In the first year, our team helped the client achieve 250% of its application completion goal, with high conversion rates and low cost per acquisition.
When unexpected post-AEP traffic surged, MarketSource reactivated 100 furloughed agents within 48 hours, while improving customer service levels by 77%.
The client ranked MarketSource #1 in sales performance among external vendors and #2 across nine sales teams (including internal groups).
The following year, we scaled the project to 860 licensed agents.