Leading U.S. insurance brokerage
A leading U.S. insurance brokerage needed dependable English and Spanish coverage for a fixed, high-pressure enrollment window. Centro built a bilingual operation that scaled fast, held quality for all 54 days of AEP and outperformed every other partner in the network.
There were more changes than we can count this AEP, and your team took them in stride.
Key Account ManagerLeading U.S. insurance brokerage
Measured results
Figures reported by the client program. Read how it happened
The challenge
The brokerage supports millions of customers during the Annual Enrollment Period, a fixed window where speed, accuracy and trust matter most.
Its existing vendor network was producing inconsistent Spanish coverage, rising costs and slow onboarding, exactly when the business needed to scale.
Centro’s response
A focused 2 to 3 day training program followed by one week of structured nesting put agents on track to reach productivity targets by week two.
Agents were selected for strong English and Spanish fluency for complex insurance conversations.
Twice-weekly business reviews and quality calibration sessions kept Centro and client leadership aligned and surfaced issues early.
Centro continuously backfilled attrition while expanding the team.
The result
Centro outperformed five other BPO providers and the client’s own in-house operation, and was ranked first.
Operating costs came in 30% lower than the other vendors across both English and Spanish queues.
Performance earned Centro exclusive ownership of all Spanish-language services.
How the partnership grew
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