Live Agent Calls
Maximise sales with a human touch from on-shore agents trained on your product, your objections and your compliance rules.
The quote didn't close. That doesn't make it dead.
Unlock the value of quotes that did not previously buy.
Every quoted prospect was interested enough to give you their details and hear a price. Timing, competition or hesitation stopped them. CSG works that back-book systematically, at a cost that finally makes reactivation worth doing.
How It Works
How we run it.
The back-book is segmented first
Age, product, quoted premium and reason for lapse all change the approach. A quote from last week is not a quote from last year.
Low-cost channels open the conversation
AI voice and SMS make it economical to touch volumes of aged quotes that a human-only floor could never justify dialling.
Interest escalates to a person
The moment a prospect re-engages they go to a live agent, while the intent is real rather than a day later.
Objections are captured, not just outcomes
Why they did not buy is often as valuable as the sale. Reason codes feed back into your pricing and future outreach.
The cycle repeats on a schedule
Quotes are re-approached at intervals matched to renewal and buying cycles rather than being worked once and shelved.
Outcomes
What you get out of it.
Revenue from data you already own
No media cost attached. These prospects have been paid for once already.
The lowest cost per acquisition available
AI channels make aged reactivation viable at a volume that changes the economics.
A clear view of why quotes lapse
Structured reason codes gathered across thousands of real conversations.
Re-engagement without brand damage
Contact frequency and tone are controlled, and opt-outs are honoured immediately across every channel.
What's Included
Everything in the engagement.
Back-book segmentation
By age, product and lapse reason
AI voice and SMS reactivation
Economical at high volume
Live agent escalation
The moment interest returns
Objection and reason coding
Fed back to your pricing team
Scheduled re-approach cycles
Aligned to renewal timing
Suppression management
Opt-outs honoured across all channels
Consent verification
Checked before any aged record is contacted
Reporting on bound business
Not contact rate
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.
We recently combined SMS with an integrated outbound call cadence and saw over a 10% lift in conversions.
Mitch Hillbrands
Director of Operations, Red Ventures
They proactively tested different cadences, scripts, and messaging to optimize performance consistently.
Mark Entenman
Marketing Analytics, Liberty Mutual Insurance
When I gave a lead to CSG, I knew it was going to yield the most sales conversations possible.
Marketing Executive
Fortune 1,000 Life Insurance Firm
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.
Older than most teams assume. Quotes from twelve months back re-engage regularly once the approach is cheap enough to make the attempt worthwhile.
Contact frequency, tone and suppression are controlled carefully. Anyone who opts out is removed across every channel immediately.
No. We re-open the conversation and qualify current need, then hand the prospect to your team to quote.
SMS and AI voice, because they make the volume economical. Live agents are reserved for prospects who have actually re-engaged.
Consent is verified against the original capture and current contact rules before anything is sent or dialled.
Structured reasons for non-purchase across thousands of conversations, which clients often find as useful as the revenue itself.
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.