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In this episode of The Power Producers Podcast, David Carothers and co-host Kyle Houck interview Katlyn Eggar, Director of Education and Development at Quantum Assurance International and Host of the Age Of Indiependence podcast. Katlyn talks about the systems and technology that they created and the biggest lesson she learned in the insurance world.

Episode Highlights:

  • David introduces Katlyn Eggar. (1:30)
  • Katlyn mentions that they have a direct channel with flagship call centers in Virginia and Texas, and they also have an agency channel that was launched this summer with agencies from, Hawaii to New York. (4:28)
  • Katlyn shares that her role in the company is to help make sure that agents and their sales teams have the best onboarding programs possible, world-class education, and training. (4:42)
  • Katlyn shares one of the first lessons that had to be learned was that it’s not enough to lean on the goals that the captive carrier set for the agency. (7:53)
  • Katlyn shares that when it comes to training and education, incoming calls are as difficult as picking up the phone and dialing someone. Because you still have to build rapport with them, you still have to know them, put them at ease, and make them feel that they reached the right person. (14:45)
  • Katlyn believes that just because someone’s sitting in a call center and someone shopped online, and both of them are now connected, doesn’t mean that the conversation has to be transactional. (16:23)
  • Katlyn thinks that there’s a lot to be said on what some of the big direct call center models are doing that we shouldn’t be quick to embrace, as agency owners. (21:19)
  • Katlyn shares that we can learn from specialization and putting people in a department that makes sense for their natural talents and abilities in an area, where they can focus on the processes that make sense in the sales department and service department. (22:23)
  • Katlyn mentions one of the things that she noticed was sometimes, people come on board and they’re very passionate about one or two elements but they’re not super well rounded yet. (26:14)
  • Katlyn explains their system called VoiceOps. (29:49)
  • Katlyn thinks that a lot of agencies join Quantum because they want to be part of their ecosystem and that family where they’re surrounded by support and information that helps them build the program in their agency. (45:46)
  • Katlyn mentions that having the right technology suite is a big part of becoming efficient. Because they need to focus on the data, to be able to track and measure the right things. (49:39)
  • Katlyn shares her podcast entitled Age of Indiependence. (59:58)

Tweetable Quotes:

  • “My story started like so many other insurance agency stories. Started building the business one client at a time and figuring out what marketing looks like, how do we grow this business, and it was our family business that we put our heart, our soul, and our passion into, and it was a lot of blood, sweat, and tears.” – Katlyn Eggar
  • “When you’re building a business from scratch, you feel like you are taking two steps forward and one step back every day in the beginning. So, there’s just no end on how many lessons have to be learned to get that plane off the ground.” – Katlyn Eggar
  • “Our goal is to create a well-rounded insurance professional that’s equally passionate about insurance and protecting families, as they are creating that buying experience that empowers the client to make a buying decision that’s in the best interest of their family so that they can end their shopping journey today.” – Katlyn Eggar

Resources Mentioned:

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