Boosting Agent Productivity & Lead Management for Life Insurance Company

Challenges Faced

• Disconnected Requirements: Misalignment between business goals and technical execution due to unclear requirements and poor vendor coordination.
• Weak Vendor Collaboration: Lack of domain understanding led to ineffective & fragmented technical solutions.
• Platform Constraints: Unrecognized Salesforce & Genesys limitations resulted in multiple failed Proofs of Concept and project delays.
• Manual Lead Handling: Agents managed calls manually, limiting prioritization and reducing closure rates.
• Low Productivity: Idle times of up to 75 seconds per call & complex campaign handling reduced overall agent output.

Project Goals

• Increase call handling capacity & lead closures.
• Automate dialing & call routing via Genesys Cloud.
• Integrate Salesforce & Genesys for seamless lead management.
• Achieve Target KPIs: Reduce hold time to ≤ 4 minutes, 5%+ contact rate, 3 conversations/hour, and 30–45 seconds idle time.

Youngsoft’s Solution

• In-Depth Collaboration: Daily touchpoints with Life Insurance Company ensured alignment across business and technical workflows.
• Limitation Analysis: Identified Salesforce and Genesys constraints early, designing proactive workarounds for Genesys Cloud’s dynamic queueing limitations.
• Custom Development: Engineered a Salesforce–Genesys integration enabling dynamic campaign management and high-volume queueing.
• Quality & Governance: Implemented peer code reviews, structured testing, and continuous coordination for quality assurance and transparency.
• Sustained Support: Delivered ongoing UAT, demos, and post-launch support, ensuring long-term system stability and client satisfaction.

Results

Key Outcomes

• Higher Productivity: Significant increase in daily call volumes and lead closures.
• Faster Engagement: Real-time lead syncing allowed agents to prioritize active prospects.
• Operational Transparency: Every technical feature directly mapped to business goals.
• Employee Satisfaction: Agents experienced improved usability, efficiency, and focus.
• Business Growth: Enhanced member outreach and measurable ROI gains.

Conclusion

Through close collaboration and technical innovation, Youngsoft transformed AAA’s lead management and agent efficiency. The custom-built Auto Dialer solution not only achieved key KPIs ahead of schedule but also established a scalable foundation for ongoing growth, customer engagement, and operational excellence.