Quote Desk Speed-to-Lead SLA: A Floor Playbook for Insurance Agencies
Agencies do not lose most quote requests because producers cannot sell. They lose them because nobody owns the first five minutes.
Define the SLA in one sentence
Every new quote request gets an owner and a first meaningful contact attempt within your published minutes target — and a manager sees it when the timer breaks.
Floor rules that stick
1. **Instant assignment** to an available producer or pod 2. **First-touch timer** visible in Quote Desk 3. **Scripted first attempt** (call + SMSEmail backup) 4. **Escalation** when the SLA breaks 5. **Household context** open before the dial
What not to measure
Activity volume without first-contact age creates theater. Count contacted, reached, quoted, and stalled — not just dials.
QuoteMasters HQ tools
If your team still asks which inbox has the lead, you do not have a speed-to-lead problem. You have an operating-system problem.