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Insurance Group Turns Complaints Into Cash

Insurance Group Turns Complaints Into Cash

Posted on March 1, 2004 by Chief Marketer Staff

While the dearth of data and do-not-call restrictions have teamed to dampen outbound telemarketing activity, Mass Marketing Insurance Group has managed to turn call center seats formerly used for inbound complaints into revenue centers.

No, the company didn’t decide to devote extra operators to mining the ever-dwindling number of prospects: The 150,000 policies it generates through outbound calls suit it just fine. But it has taken a second look at

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