January 2011
Momentum Launches VIRTUAL AGENT Technology
The Momentum Agency has licensed, and is launching a state of the art call management technology that it has custom designed for managing insurance sales through licensed agents in all 50 states, who are able to use the technology to work and sell from home. Participating Agents just need a single land line and a high speed internet service, and the technology is supported and driven through the internet cloud.
The technology is highly secure, including biometric passwords for Agents to access and use the system. All calls are recorded for quality assurance purposes. Training on the products is built into the screens, and the technology includes the ability for the Agent to have a “shared web experience” or interactive webinar with their customers, where they walk them through the features of the benefits and any limitations and exclusions, and then give control back to the customer in order to fill out the online applications.
“Training and product knowledge is the key for success,” said John Byars, who is the Chief of Operations for the Momentum Group, the Agency parent company. “The leads we refer to our participating Agents expect that they will be speaking with someone at Expert level with the right answers to their questions.
Brett Hinman, the Director of Momentum Agency Operations, said “the system was designed and built by a major global contact center organization. We have custom designed the screens the Agent sees to maximize each Agent’s productivity.” The Agent experience can be as simple as getting a text message that there are customers ready to speak with the agent, and then in 60 seconds or less they can be talking to the prospective customers.
Whether the Agent is receiving or making calls to insurance customers, the system will manage the dialing and support high productivity by managing the call intake to refer the caller based on the abilities and special training and expertise of each participating Agent.
