Globe Life Sees 28% Better Objection Handling with Outdoo

Globe Life is one of the nation’s largest providers of life and supplemental insurance. Their agents make thousands of outbound conversations each month,warm referrals, cold outreach, beneficiary calls, and no-cost benefit follow-ups.

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As teams expanded, leadership needed a scalable, measurable way to lift callquality, strengthen objection handling, and reduce training overhead. Outdoo became the engine behind that transformation.

The Challenge:

1. High-Volume Outreach with Uneven Quality

With thousands of calls happening each week, agent performance varied widely — especially in storytelling, questioning, and closing clarity.

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2. Cold Call Difficulty

Warm calls consistently outperformed cold outreach, reducing early-stage conversion potential.

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3. Skill Gaps Hidden in Live Coaching

Across every script, the weakest skills were:

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• Discovery questions
• Storytelling
• Time management
• Confirming appointments

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These gaps were difficult to diagnose without structured measurement.

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4. Inconsistent Coaching Availability

Managers spent hours each month running manual mock calls without standardized scoring or repeatable insights.

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“Every call we get is objection after objection. The challenge is building real muscle memory, and we needed a scalable way to do that.”
- Beau Cullen, Globe Life Insurance

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The Solution:

1. 100% Role-Play Coverage Across Real Scenarios

Agents practiced all major Globe Life call types: Beneficiary referrals, no-cost referrals, discount card renewals, warm inbound follow-ups, and cold outreach.

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2. Multi-Persona Practice

Outdoo simulated the three most common caller personas — older callers, rushed callers, and cooperative callers — mirroring real customer interactions.

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3. AI Benchmarking Across 8+ Critical Skills

Each simulation scored agents on rapport, personalization, storytelling, objection handling, questioning, time management, and closing precision.

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4. Instant Feedback Loops

Agents received actionable insights immediately after each practice call, accelerating improvement.

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5. Scalable Coaching Model

Repetitive mock calls were replaced with AI feedback and dashboards, allowing managers to focus on high-impact coaching moments.

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The Impact:

✅Faster, More Confident Ramp-Up

Agents completed nearly 3× more structured practice, increasing repetition and confidence before talking to real customers.

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✅+28% Improvement in Call Quality and Objection Handling

Significant gains in storytelling, call control, confidence, and recovery from objections.

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✅4 Days Saved per Manager per Month

Outdoo replaced repetitive mock calls, saving managers 40+ hours monthly, freeing time for strategy and high-value coaching.

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✅Warm-Call Excellence Across Teams

Warm referral scripts consistently achieved higher scores in rapport, personalization, and objection navigation.

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✅Clear Coaching Priorities Identified

Outdoo surfaced key skill gaps:

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• Questioning
• Storytelling
• Closing clarity
• Objection reframing
• Enabling tailored coaching instead of one-size-fits-all sessions.

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“If someone does ten roleplays in Outdoo, you can see the improvement instantly on real calls. The speed of feedback is huge. We tweak a bot, test it, and improve the training loop in hours, not weeks.”

- Beau Cullen, Globe Life Insurance

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By adopting Outdoo, Globe Life built a scalable coaching engine that:

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• Strengthened objection handling

• Improved call quality across all scenarios

• Increased practice volume nearly 3×

• Saved 40+ coaching hours per manager per month

• Improved warm-call and referral performance

• Created a repeatable, always-on improvement system

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The result: A more confident, consistent, and high-performing agent team ready for any customer scenario.

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“Outdoo makes our reps better before they ever get on a real call. It’s become our go-to engine for building confidence and consistency.”

- Beau Cullen, Globe Life Insurance

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