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Buying a phone system for an insurance agency: a checklist

· 5 min read

A general office phone system can answer calls. An agency needs one that keeps up with a sales floor, a service desk and customers who expect to be recognized. Use this list when you compare options.

Ringing and routing

  • Can incoming calls ring the whole team at once, and stop ringing once someone answers?
  • Can agents answer from a computer, a desk phone and a mobile phone on the same numbers?
  • Can you route calls differently after hours?

Handling calls

  • Is there call parking that the whole team can see?
  • Are both warm and cold transfers easy?
  • Can agents see who is on a call and who is free?

Recording and voicemail

  • Are calls recorded and easy to find later?
  • Are voicemails transcribed?
  • Does a hang-up at the greeting clutter the voicemail list, or is it filed as a missed call?

Call recording consent rules vary by state, and some states require every party to agree. Check the rules for the states you call into.

Caller ID and texting

  • Does outbound caller ID show your agency name?
  • Can you text customers from the same numbers you call from?
  • Does the provider handle business texting registration (A2P 10DLC)?

Fit with the rest of the agency

  • Does an incoming call show the customer's record before you answer?
  • Are calls logged on the customer's record automatically?
  • Are there call reports by agent and by hour?
  • What does moving your existing numbers to the new system involve?

Insurance CRM includes a phone system built for agencies: every agent rings at once, calls park by drag and drop, and every call is recorded on the customer's record.

RelatedInsurance agency phone systemThe phone system built for an insurance sales floor

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Insurance Agency Phone System Checklist: What to Look For | Insurance CRM