New Ways To Distribute Work Loads

Most CSRs have an assigned section of the alphabet for which they are responsible. This method of work distribution began many years ago when: (1) companies started offering 'packaged policies,' combining Property with Casualty, and (2) when agencies could no longer afford to have internal coverage 'specialists,' such as an Auto person, a Workers Comp person, and a bond specialist. CSRs got better at cross-training and coverage knowledge, and today can do it all!

Many agencies today distribute work using an alphabetical split. This seems logical (and 'fair'), but given the ever-increasing use of automation for customer database management, the 'alpha split' may soon become a thing of the past. Automated records at the client and policy levels can now contain identifiers, from the company branch to the producer, to the key contact or file handler. The person responsible for each client or each type of transaction is (or can be) displayed on a computer screen for efficient routing of incoming transactions.

The alpha split was a logical method for distributing work fairly. Fair, in our book, means treating someone with impartiality and honesty to achieve a proper balance. From a management and communications perspective, that balance is keeping customers and clients happy, keeping companies happy, keeping the agency work force happy, and keeping management happy. Fairness is a major issue!

There are several successful methods for workload distribution; no single way is going to work for every agency. If the alpha split is working and there's no need to continually rearrange letters of the alphabet - just keep up the good work! If you're tired of re-counting files and rearranging work loads by alphabet split, choose one of the following suggestions.

Take into account individuals' personalities and talents. If someone in an agency enjoys putting together new accounts, then let him or her do just that. Encourage those who are intrigued by the 'mechanics' of data to do as much computer work as they'd like. Still others love to talk - they are great with customers and should be the first on the phone. Automation systems can monitor workloads by transaction, so that an impartial distribution of time and talent can be maintained.

But won't clients get upset when they have to talk to so many different people? Not if each client is treated by each contact employee with a sincerely helpful attitude. The team approach to customer service can only make the customer feel great!

Where people live, work, and play may dictate how they'll be serviced best by a particular customer service rep in your agency. A database should allow CSRs to run this sort of profile and enable a matching personality within the office.

Commercial Lines work distribution has been determined in many agencies by size of account. Work distribution can also be determined on the basis of premium or commission income per account in Personal Lines. In fact, more and more agencies are combining the small (less than $5,000 premium) Commercial accounts with the larger ($2,000 to $5,000 premium) Personal accounts. Accounts can then be split into two, three, four, or more servicing divisions based on the premium or commission they pay the agency.

If fairness is a major issue in an agency, each new account can be assigned to a different CSR until each has had one, then begin again. With this method of work distribution, the receptionist should have access to the customer database. Upon answering an incoming call, the receptionist can quickly enter the system to establish who has the primary responsibility for customer service with the caller.

The CSRs with the best selling skills can be assigned all new and existing single policyholders. Their objectives are to help the client 'graduate' to the next CSR. This position can act as a development or sales center. Upon writing the second or third line of business, the developer then assigns the account to the appropriate CSR for maintenance.

Analyze your past and present position for work distribution, discuss the service image the agency should project, then rearrange account management using the available technology. Does a customer's last name really matter when they're calling for assistance?