Running Final Expense Calls for a Team

What each agent on the team gets

An agency account covers several agents who take final expense calls. Each agent has their own login, their own online switch and their own call log. Calls ring in the agent's web browser, inside the portal, so each agent needs Chrome and a headset.

Every agent who answers calls needs their own seat. The agency plan includes everything in the agent seat for each agent, plus the owner dashboard, a team wallet and daily caps per agent. The seat is billed to a card every month and never comes out of the wallet. Current seat and dashboard prices are on the pricing page.

A login belongs to one person. Two agents cannot share one, and nobody without a license can take calls through someone else's seat. If ten people on your floor will answer, that is ten seats.

How calls reach your agents

An agency account does not change how routing works. Each call rings one agent who is online and licensed in the caller's state. It is never shared and never resold, including inside your agency. If that agent does not answer, the call moves after a few rings to the next online agent licensed in that state, and the agent who missed it is not billed.

Calls come 9am to 8pm ET, Monday to Friday. Each agent turns calls on and off with their own switch, inside those hours.

The states you turn on for each agent decide which callers can reach them. An agent licensed in three states only rings for callers in those three states, and only while their switch is on.

Routing is covered in more detail in how final expense calls are routed to agents, and the reasons to answer on the first ring are in why answering final expense calls fast matters.

One wallet for the whole agency

Calls are prepaid. Money goes into a wallet first, and each billable call is paid from it. An agency picks one of two ways to set that up.

The first way is one wallet for the agency. You fund it, and every agent's billable calls come out of the same balance. One top-up covers the whole team. You decide who on your side approves top-ups.

This setup fits an agency that pays for its agents' calls.

Keep enough in the wallet for the hours the team plans to work. If the wallet runs low, calls pause until it is topped up.

One wallet per agent

The second way is one wallet for each agent. Each agent funds their own wallet, and their billable calls come out of their own balance. One agent's spending does not touch another agent's balance.

This setup fits an agency where each agent pays for their own calls. The agency report still shows every agent's calls, billable rate, spend and disputes.

Switching wallet setups later

You can switch between one wallet for the agency and one wallet per agent later. Pick the one that matches how your agency pays for calls today. If that changes, change the setup with it.

Top-ups, credits and what is final

• Top-ups are paid by card, instant bank payment or ACH. Credits are added once the payment clears.
• Every top-up has a minimum. The pricing page shows the current amount.
• The seat is billed to a card separately and never comes out of the wallet.
• Credits stay as long as you sign in, take a call or top up at least once every 30 days. After 30 days with none of those, an inactivity fee takes the whole balance. Open a ticket within 30 days and the balance goes back in the wallet as credit.
• Top-ups are final. Unused credits are not refunded, even when you close the account.
• You can dispute a billed call from the call in the Call Center within 48 hours. A team member listens to the recording and replies in writing within one business day. An approved dispute comes back as wallet credit.

A call is billed once connected time reaches the buffer. Ring time and hold time before an agent answers never count. A call that ends under the buffer costs nothing, and a call routed to another agent is never billed. The full rules are in the buffer guidelines.

If an agent's seat lapses, routing to that agent stops. Their credits stay in the wallet, and the 30-day rule above still applies.

What you control as the owner

As the owner, you run the team side of the account. You control:

1. Who is in, and who is taken out when they leave.
2. Which states are on for each agent.
3. Daily caps for each agent.
4. Who approves top-ups.
5. Who answers disputes on your side.

The agency report shows calls, billable rate, spend and disputes for each agent, and you can export it any time. That is how you see who is answering and who is not. What the report shows, line by line, is in what a final expense agency owner sees.

Setting up your team

An agency starts with a setup call. You request it on the agencies page, and it takes thirty minutes. The request form asks for your name, your agency's name, how many agents will take calls and the states you write in.

Bring three things to the call:

1. Your agents' names, emails and licensed states.
2. The person who approves top-ups.
3. The person who answers disputes on your side.

After that, each agent must pass the training and have a funded wallet to draw from before their first call, whether that is the shared one or their own.

Each agent also needs their desk ready before they go online: Chrome open, a headset with a microphone plugged in, quoting tools and carrier apps open, and only their licensed states turned on. Once they pick up, they lead the call. What to say first is in the first minute of a final expense inbound call.

Start with two or three agents

Do not put the whole floor on calls in week one. Start with two or three agents for two weeks. See what the calls look like, see who closes, then grow.

Check the agency report after two weeks to see who is answering and who is not before you add more agents.

Volume rates start above a monthly minimum agreed in writing.

Rules every agent on your team follows

If you run an agency, you are responsible for the agents, employees and contractors who use seats under your account. The same rules apply to every one of them.

• Each agent holds the license for every state they take calls in, and only those states are turned on.
• Nobody shares a login. Nobody without a license takes calls through someone else's seat.
• When someone leaves your agency, remove their access.
• No agent transfers a caller to anyone outside your agency.
• No agent calls a consumer back on a different number without their consent on the recorded call. Any callback an agent places is theirs to check against the national Do Not Call registry.

Every call is recorded, both sides, and a consent notice plays before the caller is connected. This isn't legal advice; talk to your compliance team or attorney.

More guides for final expense agents

Every guide is listed on final expense calls. The calls themselves are described on final expense TV calls and final expense social calls, and CTV final expense calls covers the same TV call when the ad runs on a streaming screen.

For the team view, read final expense TV calls for agencies and what a final expense agency owner sees. Before your agents go online, share how final expense calls are routed to agents, why answering final expense calls fast matters and the first minute of a final expense inbound call. The words callers use are in burial insurance, funeral insurance and final expense.

If your agents have been dialing leads, read final expense inbound calls, pay per call vs pay per lead and where final expense agents get business. If they have been buying transfers, read live transfers vs inbound calls. Billing rules are on pay-per-call final expense.

Before you fund any vendor, go through the questions to ask before buying final expense leads and the guide to what final expense leads and calls cost. When your team is ready, apply for final expense calls.

Questions