AI Call Center Platform for Life Insurance Agency
Mutahir Abbas
TQC Command Center: AI Call Center Platform
AI call center for a US life insurance agency. Voice AI, live calls, sales pipeline, commissions, reports. $238K revenue in month one, costs down 47%.
The client
TQC (Top Quality Coverage) is a high-volume US life insurance agency selling final expense, term and whole life. Inbound calls come in from 60+ lead publishers, every day.
The problem
The agency ran on separate tools for calls, applications, carriers and payouts. Managers couldn't see what was happening on the floor in real time. Unqualified callers took up closers' time, and commissions were worked out by hand. Publishers waited on manual reports.
What I built
TQC Command Center is one platform that follows a sale from the first ring to the final payout, for every role in the agency.
One Platform
Authorized access, role-based
There's no public signup. Admins create every user and give each one a role: super admin, manager, agent, publisher, or a custom role with its own permissions. Each person sees only their part of the system.
Every caller meets the AI first
A custom python made AI voice agent answers inbound calls and qualifies the caller. It writes the answers into the CRM while the call is still going, then warm-transfers qualified callers to a licensed closer. The live dashboard shows the full flow: 10,122 unique calls, 2,678 AI connections and 1,196 handed to a human, leading to 252 applications, 113 of them AI-assisted.
Agents sell from one screen
Agents work from a browser softphone built on ViciDial and Asterisk. They get one-tap redial from recent calls, owed callbacks that surface automatically, and inbound routing by state.
Step into any live call
A live agent board shows every agent's status, with On call, Ready and Wrap-up timers, and flags anyone stuck in wrap-up. Supervisors can barge in, whisper-coach, run a three-way transfer, open a conference, hand the call off, or nudge an agent.
Agent 360
Each agent has one view with calls, applications, premium sold, commission drafted, earned, paid and outstanding, and daily performance.
Every sale, tracked to payout
The sales journey tracks each application in real time: submitted, underwriting, approved, then agent paid and publisher paid. Rejected applications, bounced payments and overdue post-dates are flagged in a daily checklist, so nothing is lost.
Commissions calculate themselves
When an application is approved, the agent's and publisher's commissions are calculated automatically from the carrier, the product type (final expense level or graded, term, whole life) and the agency's pay rule (first month premium, or a percentage of the advance). Managers review and approve every line before payout.
Publishers get their own portal
Every lead publisher logs into their own dashboard. They see their calls, unique calls, calls that reached an agent, applications, average talk time, conversation quality and call recordings, and they can track which applications have been paid.
Reports that send themselves
Publisher and agent reports go out automatically at the end of each day, or on request, as CSV or PDF, with an approval step before anything is sent.
Settings: everything is configurable
Integrations: signed n8n webhooks for missed calls, sales, policies issued, cancellations, NSF payments and overdue tasks
General: agency-wide defaults
Users: create and manage every account
Dialer: dialer and telephony configuration
Roles & Permissions: super admin, manager and custom roles
Phone Health: monitoring for the agency's phone lines
Agent Journey: each agent's progress over time
Agent Feedback: feedback and suggestions from the floor
Publisher Support: help requests from publishers
Publisher Activity: what each publisher does in their portal
Retreaver Sync: publisher call data synced from Retreaver
Buyer Hours: when closers are open to take transfers
Availability: agent availability and routing
Every action across the platform is tracked and audited.
Results
$238K revenue in the first month
47% lower operating expenses
10K+ calls a month
2,600+ callers screened by AI
Stack
Python · Node.js · Next.js · MongoDB · n8n · Retell · Vapi · ViciDial · Asterisk · Retreaver · LLMs
My role
Architected and built the platform end to end: voice AI, telephony, CRM, commissions engine, publisher portal, reporting and integrations.
Need a system like this for your business? Message me here on Contra.
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Posted Sep 27, 2026
Developed an AI call center platform for a US life insurance agency to streamline operations and reduce costs.
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