An independent insurance agent taking a call at a desk.

Give the agency owner the quote and service calls that deserve a second listen.

Producers handle new quotes while service staff field renewals, billing questions, and cancellations. CallSniper reviews recorded calls against the agency's approved discovery, explanation, and disclosure criteria, giving the owner concrete coaching examples by producer and line of business.

“Before I quote this,
does the policy need to cover
the detached garage and the boat?”

Discovery completed before the quote, checked across submitted sales calls.

Submitted calls scored.
Findings ready for review.

An agency owner learns about a misexplained coverage when the claim is denied. CallSniper reviews the submitted calls, checks the disclosures and the coverage language, and flags the calls a sales manager should hear before it becomes a complaint.

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Follow a call from discovery to the bind request.

Each row is a moment the scorecard checks and the conversation it opens with the team.

The momentThe detail to reviewThe team conversation

Discovery

Did the producer gather the facts about the property, the drivers, or the business before quoting?

Compare the questions asked against the discovery checklist for that line.

Coverage explained

Were the limits, the deductible, and the exclusions explained accurately?

Pull every call where a coverage term was misstated and review it with the producer.

Disclosures

Did the required disclosures and consent language appear, and were they stated before the quote or bind?

Track disclosure presence by producer and by line for the compliance file.

Close and follow up

Was the bind requested, was an additional relevant product offered, and was a save attempt made on a cancellation?

Look at how often the request happens and how often the customer says yes.

An agency call scorecard, 100 points.

Points are illustrative, so fit them to your lines and the licensing requirements in your state.

Criterion	Observable behavior	Points
Discovery completed	Gathers the facts the line requires before quoting	20
Coverage explained	Explains limits, deductibles, and exclusions accurately	20
Disclosures stated	States the required disclosures and consent language	15
Bind requested	Asks for the bind or the signed application	15
Relevant product offered	Offers a bundle or an additional line where it fits	10
Save attempted	Makes a save attempt on a cancellation call	10
Follow up scheduled	Sets a specific callback day and time	5
Documentation	Summarizes the call outcome for the agency management system	5
Total		100

Illustrative review flags

Coverage quoted, bound, or advised by a staff member without a license for that line in that state
A limit, exclusion, or premium misstated to the customer
A required disclosure omitted before a quote or a bind
An outbound sales call that conflicts with the agency's approved consent policy

Bring these to a pilot.

A month of recorded calls from one office or one line of business
Your discovery checklist and the disclosures each line requires
The coverage language your carriers expect agents to use
The retention and bind report your agency owner reviews

The pilot scores your own calls, then puts the result beside the bind and retention numbers you already track.

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Make it fit
your operation.

Confirm the workflow with the people who will use it.

Can it tell a sales call from a service call?

Yes. Processing rules assign a sales scorecard to quote calls, a service scorecard to billing and policy change calls, and a retention scorecard to cancellations. Each call is judged against the standard that fits it.

Does it help with E&O documentation?

Each scored call keeps the transcript and the disclosure check together, so the agency can show what was said on a specific conversation. Whether that record satisfies your carrier or your E&O policy is a question for your compliance advisor.

We have unlicensed CSRs. Does the scorecard account for that?

The scorecard can carry a rule for what an unlicensed staff member may and may not say, and a call that crosses that line is flagged. Your state's licensing requirements and the agency's policy define the rule itself.

Where do the recordings come from?

Bulk upload from your phone system is the day one path. A direct connection to your phone platform or agency management system gets scoped during the pilot.

Start with one office’s quote line.

Bring a month of calls and the discovery checklist your producers train on. See which quotes turned into binds and which coverage explanations need work.