CLG is a very interesting case study in how to use a call center to generate P&C customers. 
There was also an interesting insight for me in that the carriers have a very strong hand in defining what customer segments exist. 
It isn't obvious to me that the world needed to be organized that way. Why not customers defining their own segments based on some social factor or something? 
This was super interesting. 
And as for call center staff: the crazier the better!