By Gloria Willis

Currently the common lament among agencies is about increasing production while assuring adequate ongoing
support staff. Finding and keeping qualified staff seems to be a challenge in today’s insurance industry. In most cases, the solution is not simple. There are many factors that
impact acquiring and maintaining qualified staff.  Many agents do not feel they have the techniques to achieve these difficult objectives.
The cost of poor performance is astounding. Research shows that, at a minimum, it costs $4-$7K to replace an hourly worker and up to $40-80K to replace a midlevel, salaried staff member. These numbers reflect up to 2 times the cost of their salaries. Frequent turnover of staff is expensive in time, training costs, loss of customers, and resulting poor morale.
These excessive expenses prevent employers from being competitive in the marketplace.
However, putting up with “dead wood” is not a reasonable alternative as it is equally  costly and obviously counter- productive  for workers to be paid for work which they are
unable or unwilling to perform.
Finding a successful technique to effectively hire, train and maximize the use of your human resources is a goal worth addressing.  
We have identified some valuable truths that support constructive and efficient staff management. Understanding that most people want to do a great job at work and want to
believe that the work they do makes a difference provides employers tremendous insight in how to develop staff who are enthused, positive, and eager to produce results.

Eight Steps to Raise Production and Retain Qualified Staff

1) Hold regular meetings

Schedule meetings at an established time every week to
discuss challenges, goals, customer service etc. Involving your staff in meetings allows them to feel “in the loop” and  be engaged in the overall operations of the agency.

2) Policies and Procedures

Make sure you have specific policies and procedures for your company. This manual will provide staff with the guidelines for all matters regarding employment in your company. This will provide information about the workplace to allow workers to make informed decisions about their actions and conduct.


3) Identify Roles and Responsibilities

Job descriptions and roles and responsibilities provides a clear framework about your company’s organization. An understanding of the complete company and how each worker’s position fits in can provide a sense of belonging and contribution to the whole.
Studies show that companies that staff with a positive attitude will generate as much as 38% more towards good customer service and 22% higher productivity.

4) Formalize Goals

Your agency is a more attractive place to work if workers understand that they are engaged in action towards meeting specific goals. Once these goals are in place, focus with your staff on achieving the steps required to meet the goals.

5) Improve  Communication skills Among Leadership

Good leaders are generally good communicators. They know where they are going and they communicate it…consistently. They look for the best in their people and engage them in decision making and planning. Develop a system for the staff to furnish their input and let them know their comments are valued.  This interaction will keep them involved and feeling like a respected member of your team.

6) Provide Informative Feedback

The value of giving ongoing useful feedback is greatly
underestimated. Managers put up with substandard
performance when most people really appreciate being given feedback. There is a fear among employers that they may lose someone who is not performing. This reflects a scarcity
mindset regarding staff. In reality, constructive and useful feedback. presented in a positive setting without punitive action would be welcomed by those anxious to improve their skills and performance. There are quality people who would want to work if a desirable work environment and rewards were authentically presented.

7) Track Your Results

Tracking results serves both agent and staff and provides clear direction for training, discussion, celebration. How does one know what to improve upon if day to day activity is  not measured? Set up a simple tracking worksheet and review it weekly to determine what needs to be done  in order to get desirable results.


8)Rewards and Recognition

Setting up a rewards and recognition system is also key to consistent production and a motivated staff. Review your bonus plans.  Talk with your staff about what