Qualifying a lead is only half the job. The moment you pass them to a person on your team decides whether that interest turns into a sale.

When a live transfer makes sense

• The lead is ready to talk now and has time to continue.
• Your team has someone available to pick up straight away.
• The next step needs a specialist, such as an adviser or broker.

A warm transfer, where the agent introduces the lead and shares what has been covered, means nobody has to repeat themselves.

When a booked callback is better

• The lead is busy or would rather talk at another time.
• Nobody suitable is free right now.
• The conversation needs documents or preparation first.

Booking straight into your team’s calendar, with a confirmation and reminder, keeps the commitment fresh and reduces no-shows.

Share context every time

Whichever route you choose, your team should see a summary, the answers to qualifying questions and a recording before they speak to the lead. That turns a cold handover into a warm conversation.

Let the lead choose

The simplest rule is to offer both. Ask whether now is a good time to speak to someone, and book a time if it is not. People are far more likely to show up for a call they chose.