Insurance productivity is on many agency owners’ minds. You have a stressed-out, burned-out, backlogged team, with no end in sight. Agency team members want more team members, but there is a huge lack of qualified, trained people to select from.
In addition, many agencies are either not willing to train someone green or simply don’t have the bandwidth. New team members are not the magic bullet; training takes time, and you don’t always make a great pick. So, what is an agency to do?
We need to operate from facts, not feelings.
One of the first things we do in an agency is identify the revenue managed by each person and match it to the Reagan Best Practices Report. What we find is astounding – the agency actually has enough people; in fact, they may be overstaffed but still struggling. So what do we do?
We have to start with the core reasons a team may be struggling with insurance productivity:
- Untrained team
- Resistance to technology
- No agency processes
- Bloated agency processes
- Not practicing first-call resolution
- Clientele that has been overserviced
- Lack of clear job descriptions
- Unequal book distribution
- Book seasonality
We dive deep into these areas and diagnose the agency’s insurance productivity in our Agency Efficiency Program.
This is just the beginning. To really master insurance productivity, you need to be focused on being efficient and effective, keeping a positive attitude, and maintaining clear control of the client and their experience.
Tip #1: First-Call Resolution
What is a First-Call Resolution?
First-Call Resolution (FCR) means resolving a client’s inquiry, issue, or request during the first interaction without needing follow-ups. It’s a key way to improve client satisfaction, save time, and reduce workload.
Why FCR Matters:
- Happier Clients: Quick solutions build trust and improve their experience.
- More Efficiency: Less time spent on follow-ups means more time for other priorities.
- Better Retention: Clients who feel valued are more likely to stay with your agency.
- Reduced Stress: Fewer callbacks and emails lighten your workload.
Tip #2: Client Control
What is Controlling Your Client?
Controlling your client means guiding their interactions with your agency by setting clear expectations, using agency standards, and following time-management philosophies. This approach helps create consistent, efficient, and professional experiences for both clients and the team.
Why Controlling Your Client Matters:
- Consistent Experiences: Ensures every client interaction aligns with agency standards. Clients, no matter the person or the day, are treated consistently.
- Improved Efficiency: Reduces unnecessary back-and-forth and streamlines workflows by following the agency protocols.
- Better Relationships: Clear expectations build trust and prevent misunderstandings, always setting clear expectations.
- Reduced Stress: Organized client interactions keep your day running smoothly and able to prioritize work like an ER Nurse!
Tip #3: Raise Your Hand
Why Raising Your Hand for Help is Important:
Raising your hand when you’re backlogged or need help ensures the team works efficiently and collaboratively to meet client needs. Accepting help the way it’s given is crucial for learning, improving, and maintaining agency standards. You can’t control the amount of work you get every day – you can control your communication.
Why Asking for Help Matters:
- Prevents Bottlenecks: Keeps work flowing smoothly and avoids delays for clients.
- Supports Team Success: Collaboration ensures no one is overwhelmed and the agency runs efficiently.
- Encourages Growth: Provides opportunities to learn better practices and improve your skills.
- Promotes Agency Standards: Ensures tasks are completed consistently and professionally.
While there are many reasons that your team may fall behind, these are the reasons they are consistently behind. It’s critical that your agency embraces processes and procedures that everyone is held accountable to. When everyone is doing something different you lose efficiency. Client service is critical but we can over service our clients. When we can’t keep up we help some and hurt others which leads to a lagging customer experience.
In our Agency Efficiency program we help train your team how to use these three key strategies.
Conclusion On Insurance Productivity
Insurance productivity is the cornerstone of a thriving agency, yet many teams find themselves overwhelmed and constantly behind. By focusing on key strategies like First-Call Resolution, client control, and fostering a culture where raising your hand for help is encouraged, agencies can break free from the cycle of burnout and backlog. It’s not about adding more team members—it’s about optimizing the resources you already have and empowering your team with the tools and processes they need to succeed.
Remember, productivity thrives on facts, not feelings. When you embrace clear processes, leverage technology, and ensure your team is aligned with agency standards, you can transform daily chaos into streamlined efficiency. It’s time to stop surviving and start thriving—one productive step at a time. As the saying goes, “Work smarter, not harder,” and for insurance agencies, that starts with mastering productivity.
If you need help with improving efficiency, then our Agency Efficiency Program may be for you!
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