A live transfer is a call from a TV ad that someone hands to your floor. It is not a synonym for 'the person is on the phone.' You buy it on cost per call or CPL when product, state, hours, and exclusivity match the desk that will actually answer. A qualified transfer is not a sale.
What RidgeRise means by a live transfer
On a RidgeRise order the label is the source, not the handoff style other vendors argue about. A live transfer is a television call that was transferred. A warm transfer is a transferred call that started from a digital ad. A cold transfer is a transferred call where someone reached back out to the consumer. A direct inbound call rings your floor with no transfer in the middle. If the buy never touched television, do not file it as live because an agent said hello. The longer comparison is live, warm, cold, and a direct inbound call.
The first seconds on your side are a script problem. The agent should hear the product, the state, and which notice already played before they pitch. That page is the live transfer script for insurance calls. Medicare, ACA, and final expense do not share a disclosure. Auto is not home. Write the opening for the product you bought.
You still pay only for calls that meet the written rules. Duration can be one of those rules. It is not the only one. Billable versus unqualified is the buyer worksheet for that argument. A long call about the wrong policy is still a miss.
Which floor the transfer has to land on
Insurance is where a sloppy label shows up first. Auto insurance shoppers are often calling about a renewal or a coverage question. Final expense is phone-first, and the transfer still has to match age, state, and the product the spot named. Life insurance runs longer than a two-minute pitch. Do not put all three on one DID because the invoice said insurance.
Medicare Advantage and health insurance are different licenses and different sentences. A television caller who asked about a Marketplace plan should not hear a Medicare disclaimer, and the reverse is worse. If your floor is not appointed for the product, do not buy the transfer and hope the agent sorts it out.
The same path exists outside insurance. An HVAC transfer during a heat wave still has to match the service area and whether the caller wants a repair or a replacement. A solar setter needs homeowner, roof, and utility, not a national 'lower your bill' handoff. The label tells you the source. The vertical brief tells you whether the call is yours.
Staff the transfer before you raise the buy
A television burst clumps. If the floor is at lunch while the spot runs, you will pay to hear your own greeting. Cap how many conversations you can hold at once. How many agents the cap implies is the roster math, not a RidgeRise benchmark. A burst onto two agents looks like a media problem and is often a staffing problem.
Exclusive transfers cost more because your person gets the only shot on that attempt. Shared fills leftover seats and gets shopped the same afternoon. Match exclusivity to how long the conversation actually takes. A 20-minute needs analysis on a shared transfer is how the second agency texts a contract while yours is still on hold.
Answer rate is yours. If the line rings out, the recording will not turn a missed handoff into a conversation. Pause the buy or lower the cap. Do not dispute 'they did not buy' when nobody picked up. Call quality beyond duration is what to read when the minutes look fine and the dispositions do not.
How to brief a live transfer campaign
Name the product, the states, the hours, exclusive or shared, and what you will not pay for. Say whether the handoff is television, a digital ad, or a return call, and use those words the way the order does. If you need a recording notice, put the sentence your counsel approved in the path before benefits. This page is not that approval.
Bring the brief to buyers if you want the model set against your intake, or to contact if you already know the states and the cap. Publishers who can name the source and hold the product screen apply on the publishers page. We buy media ourselves and add screened partners. We do not publish a rate card, and a qualified call is not a policy.