Finding and retaining the right Customer Service Representatives (CSRs) has always been tough for insurance agencies. But in today’s competitive market, this challenge has turned into a serious problem. Qualified CSRs are harder to find, more expensive to hire, and tougher to keep.
Independent agencies are wondering if there’s a better way to handle CSR support. At Angela Adams Consulting, we believe there is. By outsourcing your CSR needs to our team of licensed professionals, you gain expertise, consistency, and flexibility without the headaches of hiring.
Here are eight reasons why in-house hiring has become so difficult and what your agency can do instead:
- Qualified CSRs Are in Short Supply
The number of experienced, licensed CSRs is decreasing, especially in smaller markets. Independent agencies now compete with larger brokerages and remote-first companies that offer higher salaries, better benefits, and remote work options. The result is that open positions can remain vacant for weeks or months while your current team manages the extra workload.
What to do instead: Partner with Angela Adams Consulting to access a ready-to-go team of licensed CSRs who are already familiar with insurance, AMS360, and how to support independent agencies. Learn more about CSR Back-Office Support.
- Hiring Takes Time Your Team Doesn’t Have
From writing job postings to screening resumes, interviewing, and onboarding, hiring is a full-time job. Most agencies simply don’t have the capacity to manage this without taking attention away from clients. The result is slower service, decreased staff morale, and leadership gets pulled into HR tasks instead of focusing on growth.
What to do instead: Use our CSR Temporary Coverage to maintain service levels while you recruit, or skip the search altogether and rely on our long-term back-office CSR solutions.
- Turnover Is a Constant Disruption
Even after putting time and money into a new hire, there’s no guarantee they will stay. CSRs quit for better offers, career changes, or personal reasons, leaving agencies scrambling. The result is a costly cycle of recruiting, training, and rebuilding client relationships.
What to do instead: Our team is built for consistency. With Angela Adams Consulting, you get a low-turnover team dedicated to providing stable, reliable support.
- Onboarding and Training Slow Everything Down
New CSRs need time to learn your carriers, workflows, and systems. Training often falls on your most experienced employees, pulling them away from high-value work. The result is more errors, piled-up tasks, and frustration for both new hires and seasoned staff.
What to do instead: We provide AMS360 Training for agencies that need it, but when you outsource CSRs with us, our team is ready to plug in and start working from day one.
- Your Workload Fluctuates, But In-House Staff Is Fixed
Your service demand isn’t consistent throughout the year. Renewal season, open enrollment, and acquisitions create spikes, while other times are slower. Full-time hires commit you to year-round costs regardless of demand. The result is either being overstaffed and overpaying or being understaffed and overwhelmed.
What to do instead: Angela Adams Consulting offers scalable CSR support that adjusts with your workload. Whether you need short-term help with backlogs or ongoing support, we match your agency’s pace.
- In-House Hiring Costs More Than You Think
On paper, a CSR’s salary may seem reasonable. But when you add in benefits, payroll taxes, PTO, training, and technology, the costs add up fast. Add in turnover, and the overall investment becomes even higher. The result is that your “affordable hire” costs 30-50% more than you anticipated.
What to do instead: Our pricing is clear, and you only pay for the level of support you need. Many agencies find that outsourcing CSRs with us is much more affordable than hiring full-time.
- Flexibility Is Limited with In-House Staff
In-house hires may be reliable on a daily basis, but they lack flexibility. You can’t easily adjust their hours, leading to coverage gaps during vacations, sick leave, or unexpected absences. The result is that you may have to ask your team to “make do,” which can lead to burnout and mistakes.
What to do instead: With Angela Adams, you get flexible CSR solutions, from part-time help to embedded long-term team members. We adapt to your needs instead of the other way around.
- Vacations, Sick Days, and Resignations Disrupt Everything
When a CSR is out, the impact affects your entire agency. Service delays upset clients, remaining staff become overloaded, and productivity suffers. The result is that your agency seems to be in a constant state of reacting to cover the latest absence.
What to do instead: Our team is cross-trained and fully staffed year-round. This means no gaps in coverage, no scrambling to replace an absent employee, and no service interruptions for your clients.
Stop the Hiring Headache – Start the Solution
The challenges of hiring in-house CSRs are not going away anytime soon. But your agency doesn’t have to stay stuck in the cycle of recruiting, onboarding, and turnover.
With Angela Adams Consulting, you gain:
- Licensed CSRs who understand insurance and AMS360
- Scalable support tailored to your agency’s workload
- Lower costs and fewer disruptions
- Consistency your clients can count on
It’s time to stop searching and start succeeding.
Book a meeting with Stephanie Abplanalp today to learn how we can become your agency’s CSR solution.
