AI Quality Monitoring to Improve Win Rate
Philippine insurance companies seeking to improve their sales win rate need AI quality monitoring that analyzes every customer interaction and identifies what drives successful outcomes.
This case study shows how a Philippine life insurer used Instadesk's AI quality monitoring to increase its win rate from 16%to 21%within 6 months.
Customer background
Company:A Philippine life insurer with 1.2 million policyholders.Industry:Insurance(life and health).
Scale:250 agents handling 50,000 calls monthly.Challenge:Low win rate(proposal to policy issuance)of 16%.
The win rate problem
The insurer's sales agents generated thousands of proposals monthly,but only 16%resulted in issued policies.
The sales director identified several issues:
•Agents were not consistently following the proven sales process.
•Objection handling was inconsistent–some agents handled"too expensive"well,others did not.
•Required compliance disclosures were sometimes missed,leading to policy cancellations.
•Managers could not identify which agent behaviors correlated with higher win rates.
The solution–AI quality monitoring
The insurer deployed Instadesk's AI Quality Inspection platform.
Key capabilities:
•100%call analysis–Every sales call was transcribed and analyzed,not just a sample.
•Win rate correlation–The AI identified which conversation patterns correlated with successful outcomes.
•Agent scoring–Each agent received a sales effectiveness score based on 20+metrics.
•Coaching recommendations–The AI suggested specific improvements for each agent.
•Real-time s–Managers were notified when an agent missed a compliance disclosure.
What the AI discovered
After analyzing 10,000 sales calls,the AI identified 5 behaviors that correlated with higher win rates:
Discovery questions–Agents who asked 4+discovery questions before presenting a policy had 2.3x higher win rates.
Objection handling–Agents who acknowledged objections("I understand your concern about cost")before responding had 1.8x higher win rates.
Compliance disclosures–Agents who made all required disclosures early in the conversation had 1.5x higher win rates(customers trusted them more).
Next step clarity–Agents who asked for a specific next step("Can we schedule a medical exam on Tuesday?")had 2.1x higher win rates.
Empathetic language–Agents who used empathetic phrases("I understand","That makes sense")had 1.6x higher win rates.
Results after 6 months
| Metric | Before | After | Change |
| Win rate(proposal to policy) | 16% | 21% | ↑31% |
| Compliance violations per 100 calls | 12 | 4 | ↓67% |
| Agent coaching time(manager hours/week) | 25 | 10 | ↓60% |
| Agent turnover(annual) | 38% | 25% | ↓34% |
How coaching changed
Before AI quality monitoring,managers spent 25 hours weekly listening to random call samples and providing generic feedback.
After deployment:
•Managers spent 10 hours weekly reviewing AI-identified coaching opportunities.
•Coaching became targeted–each agent received specific feedback on their top 3 improvement areas.
•Managers used AI-extracted call clips of top performers as training examples.
•New agents reached target win rate in 3 months instead of 6 months.
Agent testimonial
"The AI feedback showed me exactly where I was losing sales.I wasn't asking enough discovery questions.I changed my approach and my win rate went from 12%to 19%in 3 months."–Senior agent,Philippine life insurer
Implementation for your insurance company
•Step 1–Connect Instadesk to your call center telephony.
•Step 2–Configure sales effectiveness rules(discovery questions,objection handling,compliance).
•Step 3–Allow the AI to analyze 30 days of calls and establish baseline scores.
•Step 4–Review the coaching dashboard weekly with sales managers.
•Step 5–Use AI-identified call clips in one-on-one coaching sessions.
Conclusion
AI quality monitoring is a proven tool to improve win rate in Philippine insurance.
Instadesk helped this insurer increase win rate by 31% by identifying and scaling the behaviors that drive success.
