How We Route Calls at Foresight (Steal This SOP) 📞

How We Route Calls at Foresight (Steal This SOP) 📞

Ever sat through a 5-minutephone tree, only to hang up frustrated? I’m a big believer in getting a human to answer fast. 


Most companies make you fight through endless menus, by the time someone picks up, you’re already annoyed. Our philosophy: 
Answer the call. Route the call. Resolve the issue. 

Foresight Call Routing SOP (2025) - Quick Reference 

🎯 Goal: Answer in 4 rings. 
Greeting: “Hello, thank you for calling Foresight Insurance. How can we assist you today?” 

📂 3 Call Queues (Everyone is in the call rotation): 
When a call comes in, the person who answers is responsible for routing it to the correct team based on the caller’s need: 

  1. Licensed Sales: New quotes & follow up on quote requests 

  2. Licensed Service: Coverage/claims questions, renewal/account reviews, binding, any $ endorsement questions 

  3. Non-Licensed Client-Facing:  Billing, COIs, mortgage changes, address updates, FNOL support/claim follow up 

📞 Phone Prompts: 

  • Press 1 → Service (route to Licensed or Non-Licensed based on need) 

  • Press 3 → Sales (Licensed Sales; if unavailable, non-licensed gathers info) 

📝 All calls: Assigned in HelpScout & logged in Hawksoft.  

Rollout Tips 

  1. Share in a team meeting. 

  2. Post where everyone sees it. 

  3. Role play, yes, even with seasoned staff. It works. 

  4. Spot-check for 2 weeks.  

Key to This SOP 


The key to this SOP is simplicity, but most importantly, it empowers your team with clarity, provides a consistent client experience, and becomes your training. If at any point a part of the process changes, simply update the SOP.  

DISCLAIMER 
This document is for educational purposes only. Licensed vs. non-licensed responsibilities vary by state. Check with your state’s insurance department for specifics.