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...y of the whole." In other words, several people working together to a...

...d forms standardized and stored in word processing boilerplate formats? Are al...age annual attrition rate in personal lines is from 8% to 12%, depending on ag...

...es a record of the sender’s actual words. Attach relevant messages to the elec...

... not be forwardable to another caller from a location outside of the agency. Recommendations Be happy. E-mail is safer than voice mail. Its growing popularity actually increases your agency's E&O security. E-mail, unlike voice mail, leaves a record of the sender's actual words. Attach relevant messages to the electronic client record if your agency-management system allows it. If it doesn't, print and file (preferably by date, or alphabetically if your agency still isn't using transactional filing) . Observe the same precautions, procedures, and courtesies ... manager for action. Use the time saved by the insureds doing the entry to think about their request or situation and reply personally or by E-mail with relevant advice, follow-up questions, and coverage suggestions. If necessary, change your conception of a CSR as an order-taking processor to an account-managing client counselor and friend. Interactive Web site usage will allow us to fulfill the predictions that insurance agents will become more relationship-builders than information-gatherers. Remember that the information in your system will now be used by you and by your client — and, ... Recommendations Establish new hours as a new way of doing business, not as an extra burden on the staff. Make scheduling a management function to ensure that stable, consistent, and qualified help remains available at all times. Be sure that all shifts are supervised or staffed with an experienced person, able and willing to give counsel and help callers. Bring the system manager into the planning process for the new schedule. Doing backups and day-end by remote processing overnight might be an option so that the system is always accessible when the ...

... sales tools for the program should be assigned as well. Most agencies (and especially a distressed one) are not going to be able to afford developing a personalized brochure, but you can use the carrier's brochure or design a coverage summary to print out on your word processor after the blanks are filled in. You can also get copies of the company's form and compare it to the competition on a spread sheet on your computer, if you have one. The responsibility for preparing representative quotes should also be assigned. Now that ... have a prospect list, point-of-sale material, and representative quotes, you need to decide how to put it all into play. Some of your choices will include: 1. Direct mail with a telephone follow-up 2. Cold calls by the producer 3. Direct telephone solicitation by the producer or sales center 4. Group approach: through an association meeting or by an invitational seminar presentation 5. Fax solicitation You may already know which method will work best in your area. I recommend that you test the two or three that seem ... problems are identified, you can start the problem-resolution process and then begin to develop an agency plan. To develop a marketing plan, examine two broad areas in the agency: A. Identify Strengths Resources a. Markets b. Competitive pricing c. Demographics d. Staffing e. Expertise f. Use of automation g. Internal processing B. Identify Weaknesses Resources a. Markets b. Competitive pricing c. Demographics d. Staffing e. Expertise f. Use of automation g. Internal processing On the positive side, is there ...