A leading health insurer sought an experienced consultant to establish a reporting structure and drive operational improvements in its direct-to-consumer (D2C) telemarketing call center for Medicare products. The consultant would need to have recent Medicare product experience dating no earlier than 3-4 years.
Business Talent Group (BTG) deployed a former Apple sales director with over 20 years of experience managing large call center sales organizations, including specific expertise in Medicare sales. The consultant documented and diagnosed the current state and management practices across multiple leadership layers, identifying how frontline managers were coaching individual contributors, what operational metrics were being used, and how the management team collected and disseminated feedback. Leveraging best practices from high-functioning call centers, the consultant provided strategic recommendations that enhanced efficiency and effectiveness in Medicare product sales. After gaining alignment across the call center leadership and D2C organization, the consultant transitioned ownership of the new sales management system to the incumbent leader, ensuring long-term sustainability.
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