Routing is boring to talk about and expensive to ignore. If your best auto rep keeps getting life leads and your life closer keeps getting random home forms, you are creating friction all day and calling it normal. We rebuilt routing by fit, not by round robin habit.
Routing matrix we run now
| Lead type | Primary rep pool | Overflow logic |
|---|---|---|
| Home | Property trained team | Auto team with script variant |
| Auto | High speed outbound team | Generalists during spike hours |
| Life | Licensed planning reps | Senior queue only |
Lead Bop helped here because lead metadata was cleaner, which made auto-routing actually reliable. Before that, we were trying to automate on garbage fields and it kept misfiring.
Signs routing is broken
- Same lead bounced between two reps in one day.
- High talk time with low quote starts.
- Good reps complaining they are “working wrong stuff”.
Weekly routing audit
- Pull 50 random leads by product.
- Check if assigned rep was truly fit.
- Re-map rules where mismatch is over 15 percent.
Not glamorous, but this cleanup boosted efficiency without spending another dollar on acquisition.
