CASE STUDY · INSURANCE PRE-SALES

From ₹1 Cr to ₹3 Cr in Premium.

A leading private life insurer partnered with PlatinumOne to run two pre-sales models from a single hub: end-to-end loyalty top-up sales to existing policyholders, and field appointment generation for a pan-India branch network. The brief: lift closed premium and stop high-value leads leaking once they left the call floor.

300%

Premium Growth

₹3 Cr

Premium Closed

Meeting Ratio

+20

Seats Sanctioned

THE PARTNERSHIP

A Pan-India Pre-Sales Hub Across Two Models

Operating from a delivery hub in Kolkata, PlatinumOne supported a pan-India branch matrix across two distinct insurance pre-sales models. One drove loyalty top-up sales to existing policyholders end to end; the other generated field appointments for branch teams. The floor launched lean and scaled on the strength of its results.

Scope: Loyalty top-up sales to existing policyholders, plus field appointment generation for branch networks
Reach: Pan-India branch support matrix, delivered from the Kolkata centre
Scale: Launched with a focused floor of 15 calling agents

THE CHALLENGE

A leaky funnel and a hands-off handoff.

Passive lead handoff: The centre generated appointments, fed them to branches, and let them go, with no visibility into whether branch managers actually visited prospects within their 20 to 25 km radius.
Leaky funnel, poor conversions: The appointment-to-meeting ratio was bottlenecked at 15%, with a large share of dispatched leads ending in untracked "not-met" statuses and no standardised re-fixing protocol.
Aggressive revenue mandate: To deliver genuine ROI, the floor had to scale from a standard ₹1 Cr target to a stretch milestone of ₹2 Cr in premium value.

THE SOLUTION

Turning a dialling squad into a field-governance engine.

Verification and Voice of Customer layer: A dedicated layer of verifiers and auditors worked the post-appointment pipeline with confirmation calls, field reminder calls, and post-visit VOC quality checks to lift the meeting ratio.
Granular daily funnel monitoring: Floor managers moved to morning and evening reviews, actively tracking lead speed, active field numbers, "not-met" leads, re-fix success rates, and down-funnel follow-ups.
Dynamic lead allocation and accountability: When a branch underperformed on visits or meeting ratios, the data was escalated to the manager's senior and their leads paused, dynamically re-routing high-value prospects to high-performing branches.
Bridging the centre-to-field gap: Branch managers were invited into the call centre for intensive, collaborative training with agents, matching floor scripts to field realities.
Consultative script refinement: Scripts pivoted from generic policy pitches to deep family-profile mapping, structuring targeted coverage for a prospect's spouse or children.

They stopped handing us appointments and started governing the field. For the first time we knew exactly which leads were worked, which were not, and why.

Arjun Nair, AVP – Call Centre (Life Insurance)

RESULTS & IMPACT

Tripled premium and a hub the client chose to grow.

Quantitative metrics

300% premium escalation: Total premium value jumped from ₹1 Cr to ₹3 Cr in closed revenue, well past the ₹1.5 to ₹2 Cr stretch expectation.
Meeting ratio doubled: Appointment-to-meeting conversion rose from 15% to a consistent 30%.
Earned expansion: Performance secured an official 20-seat expansion of the Kolkata hub.

Qualitative strategic shifts

From transactional centre to execution partner: The floor became a field-governance asset that controls data distribution based on performance.
Absolute field transparency: Blind lead distribution gave way to full tracking visibility, with management knowing daily how many leads are on the field and why meetings succeed or fail.
Maximised customer loyalty: The top-up model capitalised on brand loyalty, selling low-ticket accidental covers, death benefits, and value-adds exclusively to existing policyholders.

ABOUT PLATINUMONE

PlatinumOne is a premier business services and revenue optimisation firm specialising in driving high-yield sales conversions and industry-leading ROI for enterprises across BFSI, insurance, real estate, and consumer sectors. By blending deep domain expertise with technological innovation across AI automation, advanced conversational bots, and predictive intent analytics, PlatinumOne transforms traditional call centre environments into predictable, scalable revenue engines. As a long-term growth partner, we are dedicated to reducing customer acquisition costs and unlocking hidden value within legacy enterprise databases.

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