XSELL & Century Benefits

Accelerated Proficiency, Enhanced Outcomes, and an Elevated Member Experience

Real Stories, Real Impact: The Agent Experience in Action

The Challenge

Century Benefits faced the challenge of onboarding brand-new agents who had never sold Medicare before. Historically, Century Benefits relied on a traditional six-week nesting period, training agents with paper scripts and PDF files. This approach led to slow adoption of best practices, inconsistent member interactions, and varying enrollment success rates. The contact center operations team sought a way to accelerate agent proficiency while reducing training overhead and ensuring a consistently high-quality member experience.

Enter XSELL's Agent Experience—a real-time coaching solution that transformed their training approach, slashed ramp-up time, and contributed to significant revenue growth within months.

The Solution: Training in the Flow of Work

With Agent Experience, Century Benefits seamlessly integrated training into the agent workflow, providing real-time, on-screen guidance from day one. This eliminated the need for static training materials, allowing agents to learn in the flow of work. Instead of memorizing scripts and workflows, agents developed skills on live calls, leveraging Agent Experience’s in-the-moment coaching to navigate Medicare sales conversations with confidence. This ensured that every interaction was clear, compliant, and supportive for potential enrollees, improving both the agent’s performance and the member’s experience.

The Results: Faster Ramp-Up, More Enrollments, and Better Member Outcomes

By integrating Agent Experience, new agents reached the productivity level of seasoned Medicare sellers in record time while delivering a more informed and reassuring experience to members.

• Speed to Proficiency: New hires caught up to tenured agents in just months, leading to smoother, more confident interactions with members.
  
  
• Increased Sales Output:
  • Before Agent Experience: Net new agents averaged .31 enrollments per day.
  • After Agent Experience: Net new agents averaged 1.61 enrollments per day.

• Improved Member Enrollment Experience: With real-time support, agents provided clearer explanations and guidance, reducing confusion and improving trust in the enrollment process.
  
  
• Opportunity to Shorten Nesting Period: Previously six weeks, with the potential to reduce to four weeks—accelerating the path to fully competent, high-performing agents.
  
  
• Revenue Growth: With more agents closing more deals faster and creating positive member experiences, Century Benefits experienced a surge in enrollments, contributing to their overall revenue growth.

Scaling Best Practices for a Better Member Journey

The impact of Agent Experience extended beyond enrollments and efficiency gains. By standardizing training within the app, Century Benefits created a repeatable, scalable model for success. Every agent, regardless of experience, followed the same high-performing structure, ensuring that members received consistent, accurate, and reassuring support throughout the enrollment process. As a result, best practices weren’t just learned—they were hardwired into every conversation, leading to higher satisfaction and trust from members.

Unexpected Growth: A Handwritten Problem

With their explosive success, Century Benefits faced an unexpected challenge: keeping up with their handwritten thank-you notes to new policyholders. With more enrollments pouring in, the team had to increase their budget just to maintain their personal touch with clients—a problem any contact center leader would love to have.

Conclusion

For Century Benefits, Agent Experience wasn’t just a coaching tool—it was a game-changer. By embedding real-time training into the agent experience, they cut down training costs, improved speed to proficiency, and drove significant business growth. More importantly, they elevated the member experience—ensuring that every prospective enrollee received the best possible guidance, leading to higher trust, satisfaction, and enrollment success. For operations leaders looking to scale best practices efficiently and cost-effectively, Agent Experience proves that training in the flow of work isn’t just the future—it’s the competitive advantage today.