How EIP Scaled Agent Coaching Without Adding Headcount

The Stakes Were High

When you operate the largest privately-owned Medicare supplement brokerage in the nation, the margin for error is nearly zero. Elite Insurance Partners (EIP), founded by Jagger Esch in 2014, has built its reputation on one foundational principle: put the client first, always. No chasing carrier incentives. No switching people just to hit volume targets. Just finding the best product for the right person.

That commitment to quality creates a unique operational challenge. EIP runs a highly scripted call center where script adherence isn’t a preference; it’s a regulatory requirement. And with 250 employees generating thousands of calls per day across Medicare, life insurance, and wealth management product lines, ensuring every agent says the right thing, every time, at the right moment, was becoming an impossible task for any human supervisor.

A Supervisor Can’t Listen to Everything. AI Can.

Before Attention, EIP operated at a 10:1 supervisor-to-agent ratio, yet supervisors still couldn’t keep pace with call volume. Random sampling meant compliance gaps went undetected, and coaching happened inconsistently. When feedback finally reached an agent, it was often too late: the pattern was already entrenched, the behavior already repeated dozens of times.

The broader insurance industry was feeling this pressure acutely. In the Medicare Advantage space specifically, a years-long chase for volume over quality had driven up consumer complaints, lowered star ratings, and cost carriers hundreds of millions in reduced government reimbursements. The industry pivot toward quality and compliance couldn’t have come at a worse time for operations that weren’t built to monitor at scale.

EIP needed a solution that could cover 100% of calls, identify compliance risks in real time, and turn raw scorecard data into coaching that actually changed agent behavior. Hiring more supervisors wasn’t the answer; they needed to scale their oversight without scaling headcount.

The Evaluation: Looking for More Than a Recorder

Jagger came to market with a specific vision. He’d seen the limitations of basic call recording tools that would score your calls and hand you back a report, leaving you to figure out what to do next. That wasn’t what EIP needed.

“Call scoring’s great, but call scoring can be done with ChatGPT. You guys are ChatGPT on steroids with the prompt and interface.”

— Jagger Esch, CEO & Founder, Elite Insurance Partners

What set Attention apart was the agent builder. It was the ability to take scored data and actually act on it. Connect it to Snowflake. Push it to Salesforce. Send targeted coaching emails to individual agents. Pull in examples from top performers. Trigger alerts. Build workflows that run automatically, every single day, without requiring a supervisor to initiate anything.

Attention also gave EIP something most competitors couldn’t offer: expert mode. Rather than routing prompts through a black box, EIP could write their own prompts directly, giving them precise control over how calls were analyzed and scored.

‍“The agent builder, the behind-the-scenes – that’s what really sold us. Now being able to connect it to our Snowflake instance, to Salesforce, to send emails, to do all that type of stuff. You can do anything you can dream of. You can do it.”

— Jagger Esch, CEO & Founder, Elite Insurance Partners

The Transformation: From Manual Reviews to Automated Intelligence

Daily Automated Coaching at Scale

The core of EIP’s Attention implementation is a daily coaching workflow that would have been impossible to run manually. Here’s how it works:

• Attention scores every call across 28 discrete sections of EIP’s script, each weighted by revenue impact
• It calculates the team average score for each section and identifies agents performing below 85–90% of their peer average
• For each underperforming agent, it automatically identifies their specific problem scorecard item
• It sends targeted coaching emails to those agents with three components: what they said, what they should have said, and peer examples from agents who scored a 4 or 5 on that same item
• The entire workflow loops through 40+ agents on the Medicaid team alone, and runs automatically, every day, without supervisor intervention

The result: 365 coaching cycles per year, compared to the sporadic, random-sample reviews that were possible before. Agents get specific, actionable, data-backed feedback the next morning rather than days later.

“This flow is going to be crucial for us this year. It will replace a lot of the supervisors’ manual coaching.”

— TB, Technical Lead, Elite Insurance Partners

Scaling Supervisor Oversight Without Scaling Headcount

The operational impact has been dramatic. EIP operated at a 10:1 supervisor-to-agent ratio before Attention. With daily automated coaching handling the baseline work, identifying problem areas, delivering personalized feedback, routing examples, supervisors are now freed to focus on strategic coaching, escalations, and the most complex performance situations.

EIP is targeting a 25:1 supervisor-to-agent ratio by end of year. The math is straightforward: when AI covers 100% of calls and surfaces only the issues that need human attention, each supervisor can effectively oversee a much larger team without any drop in coaching quality.

Compliance Coverage at Scale

In Medicare, compliance isn’t a nice-to-have. A missed disclosure, an incomplete spousal information section, a script deviation; any of these can trigger regulatory consequences. Before Attention, supervisors could realistically monitor a tiny fraction of daily call volume. Today, every call is scored against EIP’s compliance criteria, with automated alerts surfacing violations as they occur.

The system even handles nuance. EIP’s team built custom NA (not applicable) scoring logic for situations where a script requirement genuinely doesn’t apply. The AI understands context, not just keywords.

Advanced Applications: What Power Users Do with Attention

Using Top Performers to Rewrite the Playbook

One of the most unexpected insights from EIP’s implementation: Attention doesn’t just measure whether agents follow the script. It reveals how the best agents are improving on it.

Jagger’s top 10% of salespeople are going beyond script adherence, and they’re building on it. Building more rapport. Framing required language to land better with clients. Attention can identify exactly what those agents are saying, compare it to close rates and deal outcomes, and surface patterns that EIP can incorporate into future script releases.

“We’re building a whole AI bot that’s going to go analyze data consistently, and find new things in our script that we can add to. When we do releases every six months with new script enhancements – that’s based upon what our team’s ultimately doing. I never thought about that before Attention.”

— Jagger Esch, CEO & Founder, Elite Insurance Partners

Super Agent: Revenue Intelligence at the Rep Level

EIP has become one of Attention’s most advanced users of the Super Agent feature – a capability that lets users query across their entire call database to uncover revenue patterns that would otherwise remain invisible.

A concrete example: EIP wanted to understand the revenue impact of screen share adoption. Using Super Agent, they could identify which agents offered screen share, break those agents into score categories (1-5 on their script adherence rubric), calculate close rates for each group, and project the revenue impact if lower-scoring agents had performed at the level of their top-scoring peers. The result was a tool to make the business case to individual agents and their supervisors.

“To paint that picture for the agents and their supervisors is absolutely huge. And you can do that with every single piece of the script. I would’ve never been able to figure this out ever, unless we had Attention.”

— Jagger Esch, CEO & Founder, Elite Insurance Partners

Building Corrective Action into the Workflow

EIP is now extending Attention beyond coaching into performance management. Their team is building automated corrective action logic: if an agent repeatedly qualifies for the same scorecard item within a rolling 90-day window, they are automatically escalated through a tiered system, reducing the manual burden on supervisors to track and document performance issues.

The Results

10:1 → 25:1  Supervisor-to-agent ratio target achieved through automation

28  Active scorecard items (from an initial 4 at launch)

100%  Call coverage: every agent, every call, every day

365x/year  Automated coaching cycles, replacing sporadic manual reviews

Beyond the numbers, EIP has fundamentally changed the role of their supervisors. Instead of spending hours reviewing calls and writing individual coaching notes, supervisors now review exceptions, handle escalations, and focus on strategic coaching conversations (aka the work that actually requires human judgment).

More Than a Vendor: A Builder Relationship

One of the consistent themes in EIP’s experience with Attention is the partnership model. When EIP needed expert mode to write custom prompts, Attention built it. When they hit technical limits, Attention engineers got on calls and worked through solutions together. When TB, EIP’s technical lead, wanted to push the platform further, the team was there to problem-solve with him.

“We see you guys as a partner, not just a vendor.”

— Jagger Esch, CEO & Founder, Elite Insurance Partners

For a company that defines itself by going above and beyond for its clients, finding a vendor that operates the same way matters.

What’s Next

EIP’s roadmap with Attention is ambitious. They’re exploring AI-driven carrier recommendations using underwriting guides ingested directly into Attention, tonality and sentiment analysis, and further expansion of their Super Agent capabilities across all leadership levels.

The organization is also in the early stages of rolling out Super Agent to their broader leadership team, with each department finding new ways to query their call data for insights specific to their function.

‍“Six months from now, it’ll look completely different than today. Now that I believe in Super Agent and the output it’s actually giving – we’re going to unleash it.”

— Jagger Esch, CEO & Founder, Elite Insurance Partners

The Bottom Line

Elite Insurance Partners didn’t just implement a call recording tool. They built a compliance and coaching infrastructure that scales with their business. They’re delivering personalized, data-backed feedback to 250 agents every single day at a fraction of the cost of the supervisor headcount required to do it manually.

In an industry where regulatory compliance is existential and coaching quality directly drives revenue, EIP has turned conversation intelligence into competitive infrastructure. Not a nice-to-have. Not a productivity tool. A core operating layer.

‍“Attention gives you the tools to hold your team accountable – and what attention has been able to enable us to do is enable our leadership team to hold their teams accountable. Because it’s black and white: when you do this, here are the results that happen.”

— Jagger Esch, CEO & Founder, Elite Insurance Partners

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