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Expectations were high for the new direct sales center that Timeless Insurance, Inc. (not the real company name) had created. TV and print ads were running, supplemented by a new web site and Internet campaign. The center was well-equipped with telecommunications technology, and the staff had been carefully recruited and oriented to its mission. The center was prepared to manage a high volume of inquiries from consumers, with a goal of converting calls to applications for individual health insurance.
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