total csr | insurance csr training | csr training - …...the definitive guide to practical...

THE DEFINITIVE GUIDE TO PRACTICAL INSURANCE ONBOARDING 1

The ProblemFACING OUR INDUSTRY

PWC REPORT

25%

90%

32

30% HIGHER$10,000$20,000

400,000of the insurance workforce

retired in the last 3 years

of new hires leave the

industry within 2-3 years

The average cost to replace

one CSR is

The number of workers

aged 55 and older is

higher in the insurance industry

than the rest of the economy

to

The new hires that stay switch

agencies an average of 4

times before age

will retire in the

next 2 years

US employers are woefully unprepared“ massive loss

of skilled, knowledgeable

workers

“ Companies that effectively recruit, train and develop staff and leaders will set

themselves up for success

“


MILLENNIALS

2.5billion in the

world today

50Less than

Colleges Offer an Insurance/

Risk Management Major

84%of 2017 grads expect

formal training

75%In 2025, they’ll make up

of the global workforce

4%Only

are interested in the

insurance industry

Colleges Don’tTRAIN ON INSURANCE

THE BLACK SWANSome 44 million people

in the United States

now owe more than $1.5

trillion in student loans

7 of 10 students take out student loans

An average of $30,000 is owed

20% owe more than $100,000

11% are 90 days or more deliquent

Cost of education has risen 150% in the

past 4 decades, but household income

has only risen 20%


Entry-level processes are

being outsourced to China,

India and the Phillipines

Training typically takes

18 months to 3 years

New hires now need to go from zero

knowledge to full fledged CSR/

Account managers

Millennials need to be onboarded

and trained in months, not years.

The OutsourcingCURVEBALL

THE OPPORTUNITY

Provide a stable career opportunity without massive student debt

for Millennials and Generation Z

Offer a comprehensive onboarding and training program

Re-introduce the concept of apprenticeship


“An idea not coupled with action will never get any bigger than the brain

cell it occupied.”

-A R N O L D G L AS OW

“Resons Why YouWON’T ACT

1

3

5

2

4

6

You are Distracted

You have Failed at

this Before

You Can’t See Past the

Bad to Get the Good

You Don’t Believe You are

Smart Enough

You Don’t Have the Time

Short Term Happiness Prevails


You immediately

open the pool of job

candidates

You won’t fall behind your

competitors who are

starting to do this

You won’t end up

overpaying your short-

staffed employees

Reduce TurnoverEliminate or

Reduce the Cost of

Recruiters

Benefits toACTING NOW

Where toBEGIN

Process and

Procedure Manual

Customer Experience

Manual

Video Process and

Procedure Manual

Structured

Onboarding Program


The Process andPROCEDURE MANUAL

Do you even have one?

When was it last updated?

Is it user friendly?

Does it cover every process and

procedure in your agency?

Is it available in video format?

Require agency

employees to

list off every

process and

procedure in

your office

Store the Master

Processes on

a drive that is

accessible to all

employees

Assign someone

to compile

the list and

eliminate the

duplicates

Repeat this

process each

week until you

have completed

all processes.

Present the list

to your entire

team and

verify that all

processes have

been addressed

Assign (1) process

a week for each

employee to write

out step by step

Meet the following week to compare notes and create the “master

process

LIST

STORE

COMPILE

REPEAT

VERIFY

WRITE

Steps to Establish a PROCESS AND PROCEDURE MANUAL


Video Process andPROCEDURE MANUAL

03:34 03:12 02:19 01:47

01:15 01:15 01:04 01:04

01:47

00:32

Purchase a quality

Screen Recording

Software for $50

Team members

rotate through

narrating their actual

process as they do it

Purchase a

quality Microphone

for $50

Store the Videos

on a drive that is

accessible to all

employees

Steps to ESTABLISH VIDEO

1 2 3 4


Customer ExperienceMANUAL

The first step in exceeding your customer’s expectations is to know

those expectations.

ROY H . W I L L I A M S

“PHASE 1

HOT BUTTON ISSUES

List 10-20 accounts your agency has lost

in the past 18 months and identify which of

them you would like to earn back

Ask your existing customers: What is one

specific action we could take that will

improve your experience with us?

Validate the results through a phone

interview with your lost clients

1

2

3


Create a process to overcome the

validated issues and ensure staff is held

accountable

Survey your existing customers 60 days

later: Have you seen an improvement in our

customer experience?

Circle back to Step 2 and Repeat

4

5

6

PHASE 2

PHONE ETIQUETTE

Always answer the phone by the

third ringANSWER

SMILE

GREETING

Smile as you answer the phone and

have a positive attitude

Provide a warm greeting, share your

first name and the name of your agency

followed by asking how you can help

them today


PHASE 2 Tone is hard to illustrate through

writing and equally tough for

the reader to interpret

Never write as you would a text

message even when replying

from a smartphone

Always hit reply when

responding to new items in an

email thread

This shows commitment in

you providing an excellent

experience

Know when email just doesn’t

cut it

WRITE IN A FRIENDLY TONE

USE PROPER GRAMMAR

RESPOND RESPONSIBLY

OFFER ASSISTANCE

MAKE THE CALL

E-MAILETIQUETTE


PHASE 2 Let the customer tell their entire

story without interruption

Convey that you deeply

understand how the customer

feels

As long as it’s sincere, you can’t

apologize enough even when

you are not the one responsible

Quickly fix issues or make sure

employees are empowered to

do so. Ask what you can do to

make it right

Find out why the mistake

occurred. Focus on fixing the

process, don’t focus on who is to

blame

HEAR

EMPATHIZE

APOLOGIZE

RESOLVE

DIAGNOSE

FIXING MISTAKES


We already

addressed that

Verbal Reminders, e-mails

and team meetings are

great times to reiterate your

services standards

Standards should be

explained during the

onboarding process

Verbal affirmation, gift cards,

and group recognition are all

great ways to reward high

performing employees

CREATE YOUR SERVICE

STANDARDS

REITERATE YOUR

SERVICES STANDARDS

DISSEMINATE YOUR

SERVICE STANDARDS

REWARD ADHERENCE TO

YOUR SERVICES STANDARDS

PHASE 3

ENSURE LASTING IMPROVEMENT


Structured Onboarding PROGRAM

DESIGNED TO TRAIN DAILY TASKS

Utilize Proper Insurance

Terminology

Properly Complete ACORD

Forms

Analyze Loss Runs

Compile Submissions

Compare & Contrast Quotes

Bind Coverage

Process Certificates of

Insurance

Policy Checking

Process Endorsements

Calculate Short Rate

Penalties

Understand Final Audits

Utilize Proper INSURANCE TERMINOLOGY

For each line of coverage, create a list

of common terminology used in your

everyday processes.

Create a repository of this information

and create a flash card database

Provide copies of documents which

contain this terminology so that the

user has context


Properly Complete ACORD FORMS

Create and Save Blank Copies of the following Forms

Create 5 Sample Scenarios for each Acord for your trainees to complete.

Create a Master Acord Answer Sheet to Check the trainees work against

Acord 125 Commercial

Acord 130 Workers’ Compensation

Acord 126 General Liability

Acord 127, 129 and 137 Business Auto

Acord 131 Excess

Acord 140 Property

Acord 146 Inland Marine

2

3

1


AnalyzeLOSS RUNS

Print Copies of Loss Runs from Each of your carriers for each line

of coverage

Highlight the most relevant areas on each loss run

Quiz your trainee on the loss runs using different formatting

2

3

1


Compile

Example

SUBMISSIONS

Create a Checklist of required information

on a given submission for each line of

coverage.

WORKERS’ COMPENSATION

Acord 130

Supplemental Application

4 Years of Currently Valued Loss Runs

EX-Mod Worksheet (For accounts over $30,000)


PartingTHOUGHTS

Training isn’t Hard but it does require Preparation

and Planning

To Compete for the best employees you will

need to build your training platform today, not

tomorrow

What if I don’t have the time to build an on-

ramping program for my team?

If you have any additional questions and want to

setup a consultative demo with our team go to:

www.totalcsr.com/demo

http://www.totalcsr.com/demo

total csr | insurance csr training | csr training - …...the definitive guide to practical...

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