Bilingual Excellence at Scale.
How Centro built a high-performing bilingual operation for a leading U.S. insurance brokerage while improving cost efficiency, coverage and peak-season performance.
Peak-season insurance operations demand more than extra headcount.
A major U.S. Medicare and Life Insurance brokerage needed a stronger bilingual delivery model ahead of Annual Enrollment Period. Existing vendors were creating inconsistent Spanish coverage, rising costs and onboarding challenges.
Centro was brought in to build an operation capable of scaling quickly while maintaining quality across English and Spanish customer interactions.
Top-performing provider within the client’s vendor portfolio.
Lower costs across both English and Spanish queues.
Expansion from 10 agents to a 60-agent bilingual operation.
Continuous peak-season delivery throughout enrollment.
The Business Challenge
The client’s bilingual operations were distributed across several vendors, creating inconsistency in Spanish-language support while making native-equivalent bilingual recruitment increasingly difficult.
With AEP approaching on a fixed calendar, the operation needed to ramp quickly without sacrificing readiness, service quality or coverage.
The Centro Approach
Accelerated Onboarding
A concentrated training and nesting model helped agents move into production quickly while establishing clear operational expectations from the start.
Bilingual Talent
Recruitment focused on high-level English and Spanish fluency suited to complex insurance conversations and customer needs.
Quality Alignment
Frequent business reviews and calibration kept Centro and client leadership aligned as the operation scaled.
From a new vendor to a trusted strategic operation.
Peak-season outsourcing works when scalability and execution move together.
The engagement demonstrates how disciplined onboarding, bilingual talent and consistent operational alignment can turn a demanding seasonal requirement into a stronger long-term outsourcing partnership.
Need customer support that can scale when demand does?
Explore Centro’s Contact Center Outsourcing capabilities and build an operation designed around your customers, volumes and performance requirements.