Roadshow helps build relationships and business
Generating leads to the Licensed Sales Center (LSC) is an important component of a Gold CSR’s role in Service Operations. In fact, half of the policies sold through the LSC come from customers transferred over by Gold Service CSRs. Because this partnership is so core to the LSC’s success, the LSC management team did a roadshow at each service center to meet with the Gold teams and help strengthen their relationship.
“We saw an opportunity to show the Gold teams just how important they are to our success,” said Carly Wells, site manger sales center in Spokane, Wash. “It was important that we share best practices, learn about each other’s roles and develop a stronger relationship.”
The LSC team presented numbers on total quotes, transfers, close ratios and other data to highlight the existing business relationship. For example, many were surprised to learn that of the calls transferred to the LSC for a quote, an LTR closes 45% of the time. The LSC team also presented some communication tools to create more transfer opportunities. “During the course of the meeting there were definitely some ‘aha!’ moments by members of both teams,” says Wells.
One added benefit of these presentations was the desire to understand what the other team members did in their role. “Since the conclusion of the roadshow, there has been more cross-department shadowing than we’ve ever had before,” Wells said. “I’d call it a new level of collaboration and it has improved the quality of call trafficking that occurs. It all translates into a higher percentage of closed sales, which is good for the agents and Safeco.”
“The partnership between Service Operations and the Licensed Sales Team creates quality experiences for agents and customers,” says Josh Stirpe, director, Licensed Sales. “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.”