Up Close and Personal: Quality Over Quantity
Quality measures the mastery or status of something – how it works, how it was made, or how it might be compared to a similar product or service. On the other hand, quantity measures the amount or number of a product or non material item – it is articulated as a numerical value.
Sometimes we must step back and look at what we do from different lenses to understand what’s most impactful.
When we consider quality versus quantity, we must look at this through a wide lens to get a holistic picture of our end-goal – to support agents’ and helping them build profitable books of business in the Smart Start Personal Lines program. While quantity is important, driving success and profit through the quality of our work trumps quantity every time! Did you know that the Smart Start Personal Lines Team handled nearly 149,611 requests and 27,896 phone calls in 2022 with a 93% overall measure of quality? Impressive, right! We pride ourselves on this and want to ensure an amazing experience for all of you, our agents.
Quality Assurance (QA) Measures
As a standard practice, Smart Start Personal Lines conducts Quality Assurance audits monthly and measures:
- Timeliness of quote handling
- Accurate proposal presentation
- Application of program coverage standards & agent requested coverages
- Maximizing sales opportunities
- Timeliness of new business policy issuance
Along with these core QA measurements, we measure our agents’ willingness to recommend the Smart Start Personal Lines program to a friend or colleague. This is a net promoter score that is used to gauge our agents’ overall satisfaction and loyalty to our brand. Achieving this level of satisfaction and meeting our QA goals equals a great experience for our agents. Ultimately, as these things are achieved, the quantity will follow.
Smart Start Personal Lines
Promote energy, excitement, and enthusiasm (E³) around program success and encourage employee and agent environment