Inbound calls for Final Expense telesales agencies

Who is this for?

This is for agency owners and floor managers who run Final Expense agents by phone, from a few desks to a full floor. IMOs and FMOs can run downline agents under one agency account as well; there is no separate IMO tier. If you already run your own routing or CRM and buy at volume, a wholesale account is built for that instead.

Solo agents should read the part-time agents use case or the page for independent agents. Solo accounts have no team features, though a solo buyer can move to an agency account by contacting support.

What problem does a telesales floor have with buying calls?

A telesales floor needs each call to reach an agent who is free, licensed in the caller's state and paid for from a budget the owner controls, and the owner needs to see what happened afterward. On Callmart, an agency funds one wallet and the whole team buys against it; agency funds are shared only inside that agency. Each teammate has their own login, their own destination and their own availability switch, and routing respects it, so calls go to agents who have switched on. Each line accepts calls only from the states you choose, which lets you match delivery to where the agent on that line is licensed. Owners and managers can see the roster, roles, who is receiving and each member's call activity, and can open any member's call history. A call is billed only when its connected time reaches the buffer you chose for that campaign.

How do roles and seats work?

Invitations expire if they are not accepted, and members can be deactivated when they leave. Team accounts shows the screens.

How many calls can the floor take at once?

Capacity depends on where calls ring. Each Callmart App phone, in the browser or the iPhone app, takes one call at a time, so a floor of 8 agents on App phones can be on at most 8 calls at once (8 agents times 1 call). Phone-number and SIP lines can take more than one call at a time, and owners and managers set each line's capacity, which suits a floor whose own phone system spreads calls across agents behind one number.

Set capacity to the number of agents who will actually be free, not the number of desks. Campaigns are national rather than sold by state, so states are set per line. Concurrency and caps and SIP vs PSTN explain the terms.

What does a team pay?

Agencies and bulk buyers can get lower wholesale rates, quoted per account after a wholesale application. A retail account's first deposit of $250 or more earns call credit ($50 on a first deposit of $250, $150 on a first deposit of $500, $300 on a first deposit of $1,000), with no cash value. There is no subscription and no minimum spend.

Worked example: an agency adds 6 seats beyond the ones its account includes. At $50 a seat a month, that is $300 a month from the wallet (6 times 50) before any calls. If those 6 agents each switch receiving on for a 4-hour shift on 20 weekdays, the floor offers 480 agent-hours that month (6 times 4 times 20). Divide total spend, seats plus calls, by those hours for a cost per staffed hour, and by policies written for a cost per sale.

How do you set up an agency account?

1. 01Open the accountCreate a login, verify your email, complete the buyer application, add your business details and accept the Buyer Agreement.
2. 02Fund the walletPay by card through Stripe. Every agent's calls draw against it, and delivery pauses when the balance cannot cover a call.
3. 03Invite the teamInvite each teammate by email as a manager, agent, finance or reporting member.
4. 04Add seatsAdd softphone seats from the Team page as the floor grows.
5. 05Set destinations and statesGive each agent a destination and select the states each line accepts, matched to that agent's licenses.
6. 06Choose campaigns and buffersPick the published tiers to buy and confirm the price. Each confirmed campaign becomes a Campaign Order under the Buyer Agreement.
7. 07Set hours and switch onAdd optional campaign hours to match shifts, then have agents switch receiving on.

What should an owner measure?

• Who is receiving during each shift you scheduled.
• Each member's billed calls and spend, from their call history.
• Policies written per agent, and close rate by campaign and buffer.
• Recordings, reviewed after the call for coaching. Buyers do not get live listen-in, barge or whisper.
• Credit requests on billed calls you believe were not valid, filed from the call in call history.
• Exports: call history supports search, filters and CSV export for your own reporting.

What are the limits?

• No promise of volume: Callmart does not guarantee how many calls arrive, routing priority, call quality or close rates, because delivery depends on eligible publisher supply and how your lines are set.
• Calls are not exclusive unless a Campaign Order says otherwise.
• App phones take one call each; use phone-number or SIP lines for more than one call at a time.
• There is no Android app; Android users work in the mobile browser.
• Licensing and consent stay with you: buyers are responsible for licenses in each state and for their own TCPA, telemarketing and recording consent obligations.

For the sale itself, see selling Final Expense over the phone, and for floor sizing, see how many calls a Final Expense agent should take.

Common questions