Interviewing insurance agency owners about how they handle calls

A research team partnered with CleverX to learn how small insurance agencies manage phone calls and client communication, from incoming inquiries to after-hours calls and follow-ups. The goal was 30-minute one-on-one video conversations with agency owners who handle or oversee these calls every day.

• The target was owners of small agencies, not staff at large insurance carriers.
• Participants had to personally handle or oversee client and prospect calls day to day.
• They also needed a say in staffing and technology decisions for phone coverage.
• Agency size had to stay small, roughly 1 to 50 staff, for the workflow to be relevant.

CleverX screened for owner-operators in insurance with real call-handling responsibility.

• Eligibility required owner or partner seniority at agencies of 1 to 50 people.
• The screen confirmed day-to-day involvement in client and prospect calls.
• It targeted people who also make staffing and tooling decisions around phone coverage.
• Interviews ran 30 minutes over video.

• Every completed interview was a verified small-agency owner-operator.
• Owner-level targeting reached someone with both the day-to-day pain and the buying authority.
• The call-responsibility screen kept the sample on people who live the workflow daily.

• For small-business research, screening on owner-operator status reaches pain and buying authority at once.
• A specific responsibility check (daily call handling) keeps the sample close to the workflow studied.
• Tight industry and size limits make even a small qualitative sample directly relevant.