Live Agent Calls
Maximise sales with a human touch from on-shore agents trained on your product, your objections and your compliance rules.
Service conversations handled properly, at the volume they arrive.
Improve customer satisfaction, streamline processes, and save valuable agent time.
Claims and service contacts spike unpredictably, and your licensed staff are the most expensive people to absorb them. CSG handles the structured, repeatable part of the conversation so your specialists stay free for the cases that genuinely need judgement.
How It Works
How we run it.
Routine is separated from complex
Status checks, document chasing and scheduling are structured work. Adjudication and disputes are not, and the triage rules are agreed with you first.
Routine contacts are automated first
AI voice and SMS handle status updates and document requests at any hour and at any volume, without a queue.
Live agents take the human cases
Anything sensitive, distressed or genuinely complex reaches a trained person quickly rather than looping in a menu.
Overflow and after-hours absorbed
Spikes and out-of-hours contact are covered without you staffing permanently for peak demand.
Everything is written back
Notes, dispositions and received documents land in your systems automatically, so nothing needs re-keying.
Outcomes
What you get out of it.
Specialist time protected
Licensed and trained staff stop absorbing routine status and document contacts.
Coverage outside business hours
Automated channels answer whenever the customer actually calls.
Spikes absorbed without hiring
Capacity flexes with volume rather than with headcount.
Higher satisfaction on routine contact
An immediate answer beats a queue, and most contacts are routine.
What's Included
Everything in the engagement.
Triage design
Agreed rules for what escalates
AI voice and SMS handling
Status, documents and scheduling
Live agent escalation
For sensitive or complex cases
After-hours and overflow cover
Without staffing for peak
Automated document chasing
Follow-up until received
System write-back
Notes and dispositions logged
Call recording and compliance
Per your regulatory requirements
Volume and satisfaction reporting
By contact type
Delivered Via
The channels behind this service.
Virtual Agent Calls
Cost-effective AI voice conversations that mine dormant value from aged and previously unworked data.
AI Messaging & SMS
Personalised conversations at scale, with keyword-driven conditional routing that hands hot replies straight to a human.
Proof
Clients who put their name to it.
Our sales improved significantly. Customer Solutions Group is professional, ethical, and practical.
Inside Sales Executive
Western Union
Their hands-on approach and professionalism helped us launch a new product successfully.
Sales Executive
eBay
Industries
Where this service earns its keep.
Insurance
Carriers and agencies trust CSG to work every lead across phone, SMS and AI voice - from first touch to bound policy.
AutoHealthLifeHomeCommercial
Mortgage
Reach rate-sensitive borrowers the moment intent spikes, and keep aged leads warm until they are ready to move.
PurchaseRefinanceHome Equity
FAQ
Questions buyers ask us.
No. We handle the structured conversation around a claim, meaning status, documents, scheduling and updates, and escalate anything requiring judgement to your team.
Anything sensitive, distressed or complex. The triage rules are agreed with you before launch rather than decided case by case.
Yes. Automated channels answer at any hour, with defined rules for what can be resolved immediately and what waits for a person the next working day.
Your specialists stop spending their day on status checks and document chasing, which is usually the bulk of inbound volume by count.
Yes. Notes, dispositions and received documents are written back automatically, so your team is not re-keying anything.
They are routed to a live agent immediately. Detecting that early and escalating fast is a specific design goal of the triage rules.
Ready to see what this looks like on your data?
Secure a 30-minute strategic growth session and we will model the lift against your actual volume.