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Safeco recently surveyed independent agents – particularly on the P&C side – about how their roles and priorities are changing (article in link below). Part of it focuses on what agents polled see as a merging of roles between producers and CSRs. From the article:
Recognizing that independent agents often wear many hats, Safeco was curious about how the roles of CSRs and producers might be evolving. Those surveyed said that they see the responsibilities of producers and CSRs merging into an account executive or account manager role.
Some of the agents surveyed believe this may be in part because technology has taken on some of the mundane agency tasks, freeing both CSRs and producers. As one agent noted, “CSRs are more apt to quote and issue now, rather than just service. Automation has helped with that change.”
Agents reported that 37% of CSRs write a lot of new business and that 43% of producers provide a lot of service to their customers.
These blended roles can benefit customer service. One IA surveyed said it best, “I encourage my CSR to take the phone call from start to finish. The CSR needs to know how to sell multiple lines of business and be able to answer questions or find answers without passing the client from person to person within the agency.”
In addition, when CSRs are helping a customer, they are in a prime position to look for opportunities to cross-sell additional products and services.
Do you see a trend toward more “account executives”?
As far as how agents plan to grow their business in the next 5 years…
78% - increasing cross-sales
50% - new lead sources
50% - adding new producers
48% - new digital capabilities
38% - increase marketing investment
31% - new market segments
Insurance Forums | What it takes to be an
Recognizing that independent agents often wear many hats, Safeco was curious about how the roles of CSRs and producers might be evolving. Those surveyed said that they see the responsibilities of producers and CSRs merging into an account executive or account manager role.
Some of the agents surveyed believe this may be in part because technology has taken on some of the mundane agency tasks, freeing both CSRs and producers. As one agent noted, “CSRs are more apt to quote and issue now, rather than just service. Automation has helped with that change.”
Agents reported that 37% of CSRs write a lot of new business and that 43% of producers provide a lot of service to their customers.
These blended roles can benefit customer service. One IA surveyed said it best, “I encourage my CSR to take the phone call from start to finish. The CSR needs to know how to sell multiple lines of business and be able to answer questions or find answers without passing the client from person to person within the agency.”
In addition, when CSRs are helping a customer, they are in a prime position to look for opportunities to cross-sell additional products and services.
Do you see a trend toward more “account executives”?
As far as how agents plan to grow their business in the next 5 years…
78% - increasing cross-sales
50% - new lead sources
50% - adding new producers
48% - new digital capabilities
38% - increase marketing investment
31% - new market segments
Insurance Forums | What it takes to be an
