ProvideSure Saves 135+ Coaching Hours with Outdoo

ProvideSure is a Medicare focused sales organization helping seniors navigate complex Medicare Advantage choices. Calls are long, emotional, and high stakes. Agents must explain dense benefits, handle skeptical questions, keep conversations compliant, and still close confidently.

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Every fall, new waves of agents join just as Medicare’s busiest season hits. Leadership needed a way to get them field ready quickly without burning out trainers on endless mock calls or inconsistent peer roleplays

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Outdoo became the practice field where reps could make mistakes, reset, and learn before speaking to real seniors.

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The Challenge:

1. Staggered Onboarding With No Stable Cohorts

New agents joined continuously, often mid-training. Courses couldn’t be edited once launched, forcing trainers to duplicate entire curriculums just to add a rep or adjust a bot.

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2. Difficulty Simulating Real Senior Conversations

Medicare calls are closer to long service conversations than sales pitches. Seniors jump topics, speak in stories, and use metaphors. Agent-to-agent mock calls were too unrealistic to prepare reps properly.

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3. Limited Visibility Into Readiness

Leaders could see when practice happened, but couldn’t answer:

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• Who completed which course?
• Which persona exposed the biggest weaknesses?
• Is performance trending up or down?

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4. Time-Consuming Manual Coaching

Managers spent hours running mock calls — a bottleneck during Medicare’s busiest season. The team needed an always-on practice environment so trainers could focus on strategy instead of repetitive drills.

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The Solution with Outdoo AI:

1. Campaign-Specific Training Courses

ProvideSure structured Outdoo courses around real Medicare campaigns, not generic scripts. Each course aligned with an actual call motion, and bots were tagged by campaign — giving managers clear visibility into progress and performance.

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2. Multi-Persona Bots That Feel Like Real Seniors

Outdoo’s roleplay engine enabled ProvideSure to build bots mirroring real senior callers: Open-Minded Patient, Skeptical Patient, Eternal Victim Patient, Uneducated Patient, Combative and Escalated callers.

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“There was one bot that I put together named Chester... I made him be a little off kilter, talking about metaphors, be very artsy, talk about jazz a lot. That’s something we want to see within the senior population. They like to talk. Sometimes they’re not super clear. That’s been really good for our agents to experience before experiencing it in the wild.”

- Jacob Irby, ProvideSure

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3. Strict, Configurable Scorecards

ProvideSure tightened Outdoo’s scoring criteria so results clearly differentiated top performers from struggling reps. Scorecards measured discovery, storytelling, objection handling, and closing clarity.

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4. Enhanced Analytics and Visibility

Working with ProvideSure, Outdoo added features like:

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• Course invite + pass/fail list views
• Completion + performance widgets
• Persona-level score comparisons

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This gave leaders an instant look at readiness, strengths, and gaps.

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The Impact:

✅ 135+ hours of coaching time saved

Agents completed more than 550 roleplays in a month, equal to over 17 full working days of practice that no longer required managers.

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✅ Persona-level clarity on strengths and gaps

Outdoo surfaced which personas each rep handled well and where they struggled, allowing coaching to be targeted instead of generic.

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✅ Visible improvement in key skills

Score trends showed steady gains in discovery, storytelling, objection handling, and call control, along with clear alerts when performance dipped.

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✅ More confident and call-ready agents

Reps practiced realistic senior conversations repeatedly, helping them develop the confidence and calm needed for Medicare calls.

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“Looking back at Outdoo AI’s data in hindsight, it was actually extremely predictive of agent on-going performance. Knowing how effective this tool can be now, we can definitely rely on it in the future to make proactive adjustments... The majority of the underperforming agents in the AI calls nearly 1 for 1 underperformed in real life scenarios.”

- Brandon Mullenix, Director of Implementation, ProvideSure

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Result: A more confident, consistent, and highly prepared agent team capable of navigating seniors’ questions, stories, objections, and emotions with clarity and calm.