Beyond the Ring
How Employee Pooling’s Call Center Services Keep Insurance Moving
For BGAs and carriers in the life insurance and annuity industry, the phone is the front line of business. Whether it’s following up on licensing paperwork, confirming policy delivery, or initiating and tracking 1035 transfers, phone outreach is critical to keeping cases in motion. But maintaining an internal call team that’s skilled, scalable, and consistent is easier said than done.
That’s where Employee Pooling’s Call Center Services come in.
The Problem: Dropped Balls and Missed Opportunities
Imagine this: A producer submits an annuity for a high-value case, and it stalls at funds transfer for several weeks with no updates from the carrier. The client gets frustrated. Everyone starts asking, “What’s the holdup?”
In insurance processing, small tasks often have big consequences. A call center’s crucial role in streamlining and supporting the 1035 transfer (exchange) process for life insurance and annuity policies is just one simple example.
For many firms, keeping up with consistent, timely outreach is a challenge, especially when internal teams are already stretched thin. Emails go unanswered. Reminders slip through the cracks. And bottlenecks build up quietly until they become fires to put out.
The Solution: The Call Center That Works Like an Extension of Your Team
Employee Pooling’s Call Center is designed specifically for the unique operational needs of insurance carriers and distributors. We don’t just make calls—we own outcomes.
Our trained professionals act as a seamless extension of your operations, handling high-volume, high-urgency outreach for life insurance and annuity policies with the precision and professionalism the industry demands.
We support you with:
- Case Follow-Ups: Prompt, structured outreach to carriers, doctor offices, paramed/Lab companies to gather missing documents, signatures, or medical requirements.
- Licensing and Contracting Support: Keep agent onboarding streamlined with timely calls to confirm status.
- 1035 Follow-up Calls: Confirm receipt, verify in good order, monitor progress, and validate liquidation timing.
- Live Call Follow-ups: Ensure clear communication between the carrier status and the BGA’s CMS notes regarding active pending cases in process.
- Reduced Cycle Times: 24/5 support and overflow handling for continuous processing and handling.
- Enhanced Customer Satisfaction: Serving as the centralized primary point of contact for policyholders, handling post-issue and in-force support.
💡 Check out the Case Study to learn how we cleared a backlog of 1035 transfers for one of our carrier clients.
A Common Scenario: The Outreach Engine Behind a Smoother L&C Process
Take a typical challenge we often see: A large BGA is struggling to onboard new producers efficiently. Email reminders go unnoticed, and agents delay returning contracting paperwork. With EP’s call center integrated into their L&C workflow, a BGA could see faster turnaround times, improved agent responsiveness, and fewer delays.
Instead of waiting days—or weeks—for email follow-ups to land, our call team delivers consistent, professional outreach that helps get agents licensed and producing sooner.
The Difference: Trained People, Not Just Phone Lines
At Employee Pooling, we don’t treat calls as transactions. Our call center staff are trained and experienced in understanding complex insurance workflows, compliance requirements, and are guided by the importance of timing. We track outcomes, escalate when needed, and log everything for your internal visibility.
We work within your systems and can quickly scale up or down as your business evolves.
Our dedicated Call Center team delivers impressive results, including:
- Managing 250+ daily calls with an average handling time of 10.8 minutes
- Maintaining an exceptional 90% first-call resolution rate
- Providing comprehensive coverage across all carrier time zones
- Delivering structured documentation and consistent follow-up protocols
Your internal teams don’t have the luxury of spending large amounts of time on hold waiting for answers from carriers. Let your team focus on your producers while EP obtains critical information from the carrier for them.
Why It Matters
In an industry where cycle time is everything, every call matters. A good call center doesn’t just make noise—it creates momentum. It fills gaps in communication, reduces delays, and ensures that clients, agents, and partners stay informed and engaged.
Whether you’re a BGA trying to improve agent relationships or a carrier looking to boost back-office efficiency, our Call Center services can help keep the entire ecosystem moving forward.
Ready to Get the Phones Ringing for the Right Reasons?
Let’s talk about how our team can support yours, without adding headcount or overhead. Contact us today.