Improving Cold Calling Success Rate for the Digital Insurance Company

About the customer: digital insurance business specializing in property and car insurance.

Business challenge: Cold calling is a core strategy for the company’s client acquisition. However, its insurance agents’ phone numbers were periodically flagged as spam, potentially impacting the effectiveness of this sales channel. The company approached Intelliarts to test this hypothesis using a data science approach and to help resolve the low success rate of their cold calls.

Solution: We conducted data analyses to summarize phone call characteristics, uncover patterns, and test assumptions. Our key finding was that the low performance of the customer’s cold calls was not related to their numbers being flagged as spam. Specifically:

🔸 Phone Call Analysis: We checked how successful calls increased over time and found no correlation between call success rates and the moments when numbers were flagged as spam.

🔸 Number Migration Analysis: Tracking cold call effectiveness over time, we noted occasional performance improvements after numbers were marked as spam, further confirming no strong correlation.

🔸 Underperformance vs. Spam Analysis: We found no link between a low success rate on specific numbers and those same numbers later being flagged as spam.

Business outcome: We built the MVP for this project, which, in the long run, can help the customer detect the factors causing the low performance of cold calls and avoid such patterns. 

While spam flags didn’t impact overall call effectiveness, we identified other factors influencing success rates, including the agent’s approach, lead demographics, call timing, and cold call management strategies.