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Routing Leads to Team Members

  • Updated

Team leaders can set up routing rules to send different types of leads to specific team members. There are two types of routing rules:

  • Direct Call Routing
  • Connections and Other Leads

Direct Call Routing (Broadcast)

When a home shopper from Zillow or Trulia calls your contact number, our system will immediately broadcast that call to all selected team members at the same time. If you want to have some or all team members receive phone leads simultaneously, phone broadcast is your solution. Broadcast calls up to ten agents at once, maximizing your team’s chances of making contact with every lead. The first team member to answer gets the lead. If no one on the team accepts the call within 30 seconds, we will transfer the lead to the fallback assignment. This is the person calls get routed to if no one picks up the broadcast call.

If you include more than ten agents in your rule, our system will randomly select ten agents for each broadcast.

Note: This option is available only to team leaders who purchase Premier Agent Advertising.

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To set up Direct Call Routing:

  • Log in to the Premier Agent CRM.
  • Select Team in the top navigation, and then click on Routing Rules.
  • On the Routing Rules page, click Set up direct call routing and select which team members should receive the broadcast.
  • Once you define the rule, you can turn it on and off using the toggle, or edit it by clicking the blue pencil icon.

By default, the assigned fallback is the team leader, but you can change it to any team member or opt for our system to randomly select a team member from the broadcast list.

Connections and Other Leads

These rules cover all other kinds of leads, including connections we send you live by phone, leads who contact you directly, and leads we’ve delivered for you to nurture. All team leaders can use this feature. To access rules for connections and other leads:

  1. Log in to the Premier Agent CRM.
  2. Select Team in the top navigation, and then click on Routing Rules.
  3. On the Routing Rules page, you can create new rules and edit existing rules.
  4. Once you define a rule, you can edit it or turn it on and off using the toggle.

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These rules are based on any combination of the following attributes:

  • Location: Choose a ZIP code or city
  • Price: Route based on the for-sale value on the active listing
  • Lead type: Route based on how the lead was generated (all, profile, buyer or seller)
  • MLS number: Enter up to 10 MLS IDs
  • Day/Time: Customize routing based on team members’ availability

Once you’ve chosen the attributes and criteria for a rule, you’ll decide how to assign leads who fit those criteria to a team member. You have several options for assigning potential clients:

  • Assign to team members by Broadcast: We’ll call up to ten agents on your team simultaneously, and the first to answer gets the connection. Broadcast rules apply only to connections.
  • Assign to specific team member(s): We’ll send every lead who meets your criteria to the team member(s) you choose.
  • Assign to team members by percentage: We’ll split the leads your team receives based on percentages you choose.
  • Assign by round robin: We’ll split leads evenly among the team members you select.

Pro tip: Here are a few ways team leaders use routing rules for Connections and Other Leads.

  • Set up Broadcast rules for connections. This setting maximizes your team’s answer rate. To broadcast connections, select Team member by broadcast from the assignment drop-down when creating or editing a rule. Then choose team members to participate. We will use Broadcast to assign any future connections that qualify for this rule.
  • Some team leaders send connections looking for homes in certain locations or price points to more experienced agents, while others use percentages to manage the lead mix. A common way to do this is routing a larger percentage of leads from lower-priced ZIP codes to new agents and sending a larger percentage of leads from higher-priced locations to more experienced agents. This ensures similar lead volume but a mix that is customized to an agent’s skill set.
  • Remember that with the percentage and round robin options, if the person in line to get the next connection call doesn’t answer, our system will move on to another team. That same agent will remain in line to receive the next connection until they successfully answer the call. This means that in order for other team members to receive connection calls, the agent in line before them must answer the connection.

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