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Call Quality

Reviewing agent calls for compliance purposes and identifying training opportunities.

About the team

The Call Quality team is responsible for evaluating agent sales calls for routine internal call reviews, carrier audits, and carrier inquiries. This ensures agents meet the requirements and expectations of our carrier partners, applicable regulatory bodies, and Ideal Concepts. They listen to calls, review transcriptions, identify compliance concerns, and provide sales leadership feedback that is critical to coaching and training agents.

The Call Quality team helps facilitate compliant sales practices, ensuring that our agents meet compliance standards and expectations. This reduces our risk of complaints and sanctions, helps ensure we meet the obligations of our carrier contracts, and aids agents in providing customers exceptional customer service.

Team metrics

Over 3,000 Sales Calls Reviewed Annually

More Than 30 Quality Metrics Used

Submit 20+ Reports Daily

Monitor 5 Insurance Sales Teams

Call Quality ManagerMeet our Call Quality Manager!

Seth Bixler

Seth Bixler recently relocated from South Florida. He has joined the Ideal Concepts Call Quality team as Call Quality Manager. With extensive experience in healthcare, specializing in in Medicare, Seth is enthusiastic about joining an excellent compliance and quality driven team.

Seth Bixler
“Looking forward to being a part of an innovative and dynamic team at Ideal Concepts.”

TestimonialsWhat people are saying