3 Big Benefits of a Virtual Agency

Technology has significantly improved the ability of people to connect and work from anywhere. This easy access to information and services allows insurance organizations to redefine the concept of “work.”

Online access to agency management systems, voice over IP (VoIP) telephone communications systems, instant messaging, and video calls are just a few of the tools that allow employees to be able to work from literally anywhere.

The ability for an employee to work without the necessity of driving into an office has some substantial benefits for almost any insurance organization. There are at least three benefits from adding virtual options.

1. Retaining key talent

I recently received the following email from an insurance agent:

“We have a staff of 5 and 2 gave notice that they were quitting last week. One, who is very replaceable, is now gone. The other, who is a crucial member of our staff, will stay until the end of the month before they have to move away.

We have a lot going on right now and definitely do not have the time to train two new employees while absorbing the work of the departing ones.

We asked the crucial employee if she'd be willing to work from home after they move and she's on board. She's an incredible CSR, but we're not really sure how to do it. Not wanting to re-invent the wheel, I thought I'd check with you to see if you had any advice — maybe a sample job description etc.”

This agency wanted to retain that one key employee. Offering the ability for the employee to work remotely helps the agency by substantially reducing the expense of finding and training a new person. This is simply one example of how being open to virtual options helps improve the agency’s bottom line.

2. Higher productivity

Studies continue to show that — for the right person — remote employees are more productive. Some of the productivity benefits we hear from insurance organizations include:

• Huge increase in employee attendance rates.
• Zero commute time – higher employee morale.
• Almost no one takes a “sick day” unless they are REALLY sick.
• We are not constantly interrupted in our workday by insurance company marketing reps wandering in.
• No office politics to deal with really.
• We meet once a month – so meetings are reduced.

3. Better customer service

Because insurance organizations are able to retain their top talent and the most experienced customer service staff, client satisfaction increases. Some comments include:

• We have been able to attract excellent experienced staff because we allow everyone to work from home – giving our clients the insurance-savvy agents they desire.

• While there are employment issues that need to be considered and managed, a virtual staff allows the organization to offer extended opportunities for clients to contact you when they want, not just when your “office” is open.

Younger people coming into the industry have a different concept of “work.” When they work, where they work, how they work, what they call “work,” and why they work can be very different than what an older agency owner experienced. Attracting and retaining these talented people requires a new idea of “the office.”

And, as baby boomers begin to retire, they often want to (or need to) continue working — but at a reduced pace. Organizations like Work at Home Vintage Employees offer insurance organizations the ability to hire experienced and well-trained virtual staff on a full or part-time basis.

Insurance organizations that are embracing the virtual concept are experiencing improvements in employee morale, agency productivity, and customer service satisfaction.

Isn’t it time you embraced these options?
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Steve Anderson is the leading authority on insurance agency technology. He is a prolific writer known for his knack for translating “geek speak” into easily understood concepts. Check out his free weekly newsletter “TechTips” and other resources for the insurance industry on his website.