Meet the Licensed Sales team
Generating leads to the Licensed Sales team is an important component of a CSR’s role in Service Operations. But have you wondered who the customer will be talking to after the call is transferred? Here’s an inside look at Safeco’s Licensed Sales Center.
Safeco’s Licensed Sales Centers, based in Liberty Lake, Wash. and Golden, Colo., are home to Safeco’s Licensed Sales Territory Representatives (LTRs), who handle calls from both potential and existing customers. Much like CSRs, the LTRs are in a prime position to improve customer experiences, generate additional sales and bring clarity to a customer’s insurance purchase decision.
When a call is transferred in from the Safeco Service Center, the LTRs review the accounts of existing Safeco customers and identify opportunities to expand coverage. And by using SalesForce, all the information they need is prepopulated into the system, creating a seamless transition for the customer.
Making it easy
Calls transferred from Service Operations aren’t the only calls the Licensed Sale Center handles. When an agency has too many leads to maximize each one on their own, or are looking to generate more leads, they often turn to a partner, like the Safeco Licensed Sales Center, for help.
The Licensed Sales Center contracts with agencies to handle both the overflow of leads and to generate new ones. By outsourcing the lead generation and maximization process to Licensed Sales, agencies can spend their time in other ways and leave following up with leads to the experts in the Licensed Sales Center. By having a dedicated sales resource, the agent has more time, making it easier to sell Safeco and promoting growth for the agency and our company.
Building relationships with customers and agents through each interaction is important at the Licensed Sales Center. But building relationships among the LTRs is essential for success as well. “The goal is to create a culture of success with clear expectations and recognition and an environment where everyone feels valued and appreciates their fellow employees,” says Josh Stirpe, director, Licensed Sales.
Seeing it through
Creating a positive customer experience all the way through their interaction with Safeco is important to the Licensed Sales team. That’s why they launched closed-loop feedback in May 2011. Shortly after an interaction with Safeco, agents and customers receive a brief survey asking about their experience and how likely they are to recommend Safeco. Based on the survey response, and permission to contact them, frontline managers take action by making follow-up calls.
By listening to current and potential customer feedback, the LSC has gained insight they have not had in the past, allowing them to refine their sales processes. Early findings show improvement in customer satisfaction — after receiving a call from Safeco managers, some survey responders even decided to purchase because they felt their voice was heard.
All about teamwork
“The partnership between Service Operations and the Licensed Sales Team creates quality experiences for agents and customers,” says Stirpe. “By working together to identify the customer’s needs and provide the best insurance solution to their circumstance, together we drive profitable growth for Safeco.”
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