By Freedom Marketing Group · Published
When agencies say leads are slow, they often mean different things. Sometimes the vendor delivered late. More often, the lead arrived on time and sat in a queue. You can only fix the right problem if you measure each step.
The three timestamps that matter
| Timestamp | What it marks | Where it comes from |
|---|---|---|
| Submission | When the consumer submitted or called | Vendor data or consent record |
| Delivery | When the lead reached your CRM or phone system | CRM created-at time or call log |
| First attempt | When an agent first dialed or answered | Dialer or call log |
Delivery latency vs response latency
Delivery latency = delivery time − submission time
Agent response latency = first attempt time − delivery time
Delivery latency belongs to the vendor and the integration. Response latency belongs to your agency. Report them separately each week.
Common bottlenecks
- Leads emailed instead of posted straight into the CRM
- No alert or auto-dial when a new lead arrives
- Leads delivered outside staffed hours
- Round-robin routing to agents who are on other calls
- Agents cherry-picking which new leads to call
Calls and transfers have their own version
With inbound calls and live transfers, speed means answering. Track ring time, abandoned calls and calls that went unanswered. Read how insurance leads flow for the full sequence.
Related resources
Educational information only; not legal, tax or financial advice. Confirm regulatory requirements with qualified counsel and current official guidance.