Field agents are stretched thin. They’re juggling multiple claims, and customers’ expectations for quick turnarounds are as high as ever. Increases in overtime and poor employee morale threaten their performance, and traditional workforce management reporting and mobile capabilities aren’t cutting it anymore. To make matters worse, insurance organizations are stressed with the pressures of a tight labor market and increased competition from digital disruptors.
Fortunately, in the past couple years, modern workforce management technologies have advanced considerably. More in-depth reporting features, driven by AI, help to quickly shovel through mountains of data to make more informed workforce productivity decisions, better user experiences are driving improved employee engagement and robust mobile tracking capabilities are reinventing insurance field agent tracking and reporting for superior results.
Demanding claims or poor field agent performance?
In insurance there will always be some claims that require more hours than the average one. This is just the cost of doing business. But without modern workforce management reporting, how is management supposed to know whether a time-consuming claim is due to reasons outside the field agent’s control, or if its related to an individual’s performance?
New advanced field agent reports can now help managers quickly identify individual and team performance concerns for more targeted coaching opportunities and better overtime allocation, including:
- Total actual hours worked per employee in any given pay period
- Average time at appointment (overall, region and individual)
- Overtime hours by role
- Productive hours by business unit (using productive vs. non-productive pay codes)
Spot-on mobile timekeeping information
Field agents can face long days with potentially challenging customers and bumper-to-bumper traffic, seemingly around every turn. The last thing they want to do when they get home or back to the office is to power their laptop up and fill out a timecard. Remembering exactly how much time they spent on each claim can be more of a struggle than dealing with the traffic.
With mobile timekeeping capabilities, employees in the field can seamlessly enter time when the work is done. Advanced mobile capabilities for field agents can:
- Improve timekeeping data accuracy
- Ensure employees are in the right locations (geofencing technologies)
- Increase employee morale
- Mitigate compliance risk
- Streamline absence management (submitting TOR, checking accruals, etc.)
Optimizing field agent productivity, while ensuring they are engaged is critical to all modern insurance institutions – enabling them to control costs, retain key talent in a tight labor market and create a great experience for their employees.