Producer Call Process

Index

1. Producer Call Flow Chart
   

   1. Step 1: Identify the Nature of the Producer Inquiry

   2. Step 2: Route to Correct Department Based on Topic

   3. Step 3: Use Warm Transfer Script When Escalating

   4. Step 4: Wait Time Management

Producer Call Flow Chart

Step 1: Identify the Nature of the Producer Inquiry

• Ask:

  Determine if the call is related to commissions, licensing, appointments, or product-specific questions.

   

  Example: *“Are you calling about a commission issue, licensing, or a product question today?

Step 2: Route to Correct Department Based on Topic

• Ask:

  If related to:

   - Appointments/Licensing: Route to CAS team •

   

   - Compensation/Commissions: Route to Commissions team •

   

   - Product Info or Quoting Help: Route to Sales team

Step 3: Use Warm Transfer Script When Escalating

• Say:

  *“Since this is a question regarding \[X], I’ll transfer you to a \[team] rep. I’ll explain the issue so you won’t need to repeat yourself.”

   

  *Script to senior rep: *“Hi, this is \[Your Name]. I have a producer on the line asking about \[X].”

  ”

Step 4: Use Warm Transfer Script When Escalating

• Say:

  *“Since this is a question regarding \[X], I’ll transfer you to a \[team] rep.

  I’ll explain the issue so you won’t need to repeat yourself.”

   

  *Script to senior rep: *“Hi, this is \[Your Name]. I have a producer on the line asking about \[X].”

   

Step 5: Document The Call

• Say:

  Always log producer interactions in HubSpot under the correct **producer record**, noting the topic and action taken