Updated: May 6
Alright everyone - it's 2022 and we think it’s about time to dispel some common misconceptions or “myths” that many insurance agents still believe about outsourcing appointment setting.
As we dispel these common misconceptions, we’re going to do so with our appointment setting service in mind - we can’t speak for other vendors, but we can speak for our services.
Let’s jump right in.
Myth #1 - Outsourced appointment setting is more expensive than having an in-house staff member set your appointments.
Reality - Outsourced appointment setting is MUCH cheaper and more cost-effective than having an in-house appointment setter.
Take a look at the chart below - these numbers are based on industry averages.
As indicated in the chart, you don’t only save money on the appointments set, but you save time when you outsource because you don’t have to worry about managing more employees, providing training, benefits, paid time off, vacation time, sick leave, quality assurance, and so much more.
Time is money!
And because we use a team approach, you get after hours calling, consistent appointments set (staffing turnover/sick days aren’t your problem - calls will continue), and your customers get the best experience possible as our callers are bright, articulate, and friendly.
Outsourcing your appointment setting is definitely more cost-effective than hiring an in-house appointment scheduler.
Myth #2 - Outsourced appointment setting means that your customers will get calls from an offshore or foreign call center.
Reality - Located in Provo, Utah, our call floor is composed of young, part-time callers (most of whom are college students attending Brigham Young University or Utah Valley University).
Our callers aren’t career call center folks.
The majority of our callers are part time - this keeps them fresh and full of professional, friendly energy to have a good interaction with your customers on your behalf.
While our callers never mislead your customers, most people we call just assume that it’s someone from your office that’s calling them.
On occasion, customers who know their agent/agency staff very well will ask if we’re calling from the office.
When questions like this come up, we just let them know that we don’t work in the office, but that their agent has asked us to call their customers to set the appointments.
Myth #3 - Outsourced appointment setting has lower success rates than in-house appointment setting.
Reality - In many cases, outsourcing appointment setting actually has HIGHER success rates than in-house appointment setting.
We’ve heard time and time again that we’re able to get customers in for appointments that the agent themselves or their staff has never been able to reach or convince to come in for an appointment.
“I've had better responses from my clients from their [engagex] calls than I've had in the past when I've used my own office staff.”
- Dennis Anderson
“Even with me making phone calls and leaving messages along with my team members, it's just not as effective as you guys doing it.”
- Derek Vannelli
“The format and method they have has been proven. It works, you get the appointments - they even get appointments that I can’t set myself.”
- Kermit Walker
15+ years of experience setting insurance appointments pays off.
Another thing to keep in mind - think about your customers. Do you have any specific customers that you or your staff hesitate to call?
Since our callers don't know your customers, we treat all of them the same!
This is one of the reasons we're able to get appointments that agents and their staff members aren't able to get in the office.
Myth #4 - When you outsource your appointment setting, you give up control over your customer’s experience.
Reality - Our technology and process has been crafted in a way that gives you the control you need
While we don’t change our general script (also to your benefit), there are so many ways that your service is customized to your customers and your agency:
Options for different appointment types - in-office, virtual, phone, home/second meeting place
New options for list scrubbing
You determine how often we call customers that have already been contacted
Our callers specify who the appointment will be with - agent or licensed staff member
General script - this gives you the option to pivot in whatever direction you see fit during the appointment
You choose the lists we call
Schedule/location conflicts - these are requests from your customers to meet outside your normal parameters and you can approve, deny, or suggest an alternate
Caller ID matching - the call appears as if it’s coming from your agency
Myth #5 - Outsourced appointment setting only makes sense for exceptionally large agencies/books of business.
Reality - The variety of package types and sizes we have make it possible for even the smallest agencies to use our services.
Our flexible packages range from 25 names per month to 400 names per month.
Even if you have a small agency, you can still benefit from outsourcing your appointment setting.
While we would love to have agents on service continually, month over month, we also know that the size of some agent's book of business doesn’t allow for that - you can be on service for as little as 3 months at a time.
We hope this article helped clear things up a bit!
Agents who have consistently outsourced their appointment setting know the many benefits from doing so.
Stay tuned for more myths about outsourcing insurance appointment setting debunked!