AO Globe Life’s mission is to ensure every family has proper life and supplemental health insurance for middle-income North Americans, so they are protected and financially secure in the event of unexpected circumstances. We spoke with Vanessa Forouzan, General Manager at AO Globe Life, who has been with the company for nearly nine years. In her role, she oversees operations and works directly with union members to ensure they receive the right financial protection for their families.
Searching for a better call center solution
Businesses often need to re-evaluate the tools they rely on, especially when those tools directly impact daily operations. At AO Globe Life, the team had been using Ring Central, but when challenges appeared, Vanessa Forouzan decided to explore other providers to find a better fit.
I’m the one that’s called in, did the testing. I’ve gone through a few companies actually before MightyCall: 8×8, GoTo, and others. It took a long time to try to find something that works with your company. I remember there were three companies at the time that I emailed exactly all at the same time. And I had interviews with them as well to go over the products and how are they, if this would be a good fit for us.
That level of attentiveness made a lasting impression and ultimately set MightyCall apart during the decision-making process.
One of the biggest things for myself handling with the account is customer service. It goes a long way, and getting that help right away is important. If I send an email out to Vishal, my MightyCall rep, I’m getting that instant reply back. It’s not waiting two, three days, or sometimes a week later for a response.
Vanessa’s experience highlights one of MightyCall’s strongest advantages: best-in-the-industry human support. In industries where technical solutions become long-term fixtures of a business, timely and reliable support is often the deciding factor.
Implementation and setup experience
When it comes to choosing a communication platform, it is one thing to watch a demo and another to see whether or not the system will actually work for your team. That is why the trial period played a key role in AO Globe Life’s decision process. MightyCall offers a free 7-day trial, giving businesses the opportunity to explore the platform firsthand without being charged.
Vishal has been working with me from the beginning, so he got back to me right away. And I said, for me to know if this is a good fit, I need to use the product. I just needed it for a few days. We used that, and it was pretty easy just to add numbers, just to use it. And I had a few other agents that I said, ‘Hey, you come on and help with the trial?’ because they will also give feedback to the rest of the team.
The trial was not just an individual effort but a team exercise. Multiple agents joined in to test the system, provide feedback, and ensure it met the company’s needs. At the end of the process, the team agreed MightyCall was the right fit.
Beyond the trial, MightyCall also provides free white glove onboarding for all customers. This ensures that setup is smooth, training is covered, and teams are ready to get the most out of the system from the very start.
How AO Globe Life uses MightyCall
Here’s how Vanessa and her team rely on key features to stay connected and deliver better service:
Call recording
Call recording is critical in industries like insurance, where accuracy, training, and compliance all play a role. For AO Globe Life, recordings are used both for coaching and for customer protection. Vanessa commented:
All the calls are recorded, which is amazing. It’s nice because when my booker is booking, I’ll ask her, please write the phone numbers down for anyone that said any objection to her, or even for a call review. And then at the end of the week, I actually go over those recordings with her. Also, if a customer ever says this was said to me, we have the call recording, so we can always go back.
By reviewing calls, Vanessa helps her team improve performance while also ensuring accountability. MightyCall’s call recording provides both a learning tool for agents and a layer of protection for the business and their customers.
Number flexibility
Insurance agents often work across different regions, which requires adapting to local markets. With MightyCall, businesses can get as many business numbers as they need and users can quickly select which one to use.
I think there’s 74 business numbers now. We’ve just added a few more. It helps a lot, being able to switch between phone numbers that we have on file. And if I’m working in another province that needs to be added, it’s very easy just to add it on. If I’m going to call Alberta, I switch to Alberta. I’m calling Ontario, I can switch to Ontario. It’s not a big deal.
MightyCall offers all types of business numbers: local, toll-free, and vanity, so companies can connect with customers in the most relevant way, no matter where they operate. If a number ever gets marked as spam, agents can instantly switch to another one, ensuring outreach is never interrupted.
Individual call routing
Every business has its own approach to managing calls. For AO Globe Life, each agent manages their own leads and cases, while a booker supports the process. Vanessa said:
I have a booker. My booker would be the one that dials all my calls. Each of us individually have our own leads, and the call would be routed to their own. We have 24 users now. Each user will have their own routed dial.
MightyCall’s flexible call flow builder lets companies choose between advanced call flows or individual routing (it has 9 routing options for any need), giving businesses the freedom to organize communications in a way that matches their workflow.
Text messaging
The team primarily uses MightyCall for two key types of calls: initial outreach to new customers and annual follow-up service calls for existing clients. Text messaging supports both by ensuring important reminders and updates reach customers even when calls go unanswered:
Let’s say if someone’s not answering the phone, because people aren’t answering their phones as much. I will say, ‘Hi, Daria. It’s Vanessa from AO Globe Life. We’re trying to reach you in regards to…’ It’s typically our text messages with our customers.
Texting ensures that important updates and reminders reach customers even when calls go unanswered. With MightyCall’s shared communication history, agents can send professional texts directly from their workspace, with both calls and messages stored in one place.
Fast team enablement
For AO Globe Life, adopting MightyCall has gone beyond smoother communication. It has also optimized the team’s productivity by making it easier for new team members to adapt quickly and start producing results:
One of the ladies that joined just a week ago, already I can see her numbers producing. She’s been putting a lot more numbers up, so it’s been helping with her dials and calling, people picking up.
Faster onboarding, more efficient dialing, and improved pick-up rates translate directly into higher productivity across the team and help them focus on customer interactions. Another benefit is that the team can operate independently without needing constant manager intervention, since MightyCall’s responsive support is always available whenever questions come up.
Future plans and growth
AO Globe Life is steadily expanding, and MightyCall continues to support that growth. As more agents join, the team adds new numbers and scales its communication system with ease. Vanessa shared:
We’re always expanding. We’re looking at expanding to the US as well. MightyCall’s been doing well, so for us and the other agents in the agency, a lot more people are coming on as well.
With MightyCall’s flexibility, AO Globe Life can continue to grow without worrying about limitations in their communication system. Whether adding agents, managing more numbers, or expanding internationally, the platform is built to scale alongside their business.
I would recommend MightyCall to other insurance companies for sure. I think it would be a good system to have.
