Virtual Assistants

The following is provided as key information and ideas to get started with these technologies and not to be considered a full evaluation of available vendors or any issues associated with vendors.

Ways it can work in your agency:

Help prepare proposals for new business.
Answer initial inbound calls to the agency and route them for handling.
Answer inbound calls to the agency outside of normal business hours.
Develop content for social media.
Make initial outbound calls to customers who’ve left or to new prospects.
Handle live chat after hours to service routine customer requests.

Features:

Trained in agency management, quoting, CRM and other industry systems
Works with you to define tasks and weekly or monthly reporting

Integrates with email programs, such as Outlook
Personnel based in US or other countries, or both

Ability to communicate in multiple languages

Vendors:

Pricing:

There are a wide variety of options, and pricing can range from paying hourly, paying by the task, to recurring monthly fees of $2,000+ per month. It depends on the services required, the amount of time required, and where the assistants are located.

Guide for calculating ROI:

How to quantify the benefit of your virtual assistant(s) for your agency.

(+) Increase in customer retention rate	$
(+) Increase in sales	$
(+) Increase in productivity for producers, CSRs, agency principal	$
(-) Monthly cost of virtual assistant	$

Another way to consider the investment in a virtual assistant is to compare the cost of new headcount vs. a virtual assistant.

Adding staff	Adding virtual assistant
Annual salary	Annual cost
Benefits package	N/A
Office, equipment and other expenses	N/A
$ Total	$ Total

Guide for KPIs:

To ensure the results of your virtual assistant program are meeting your objectives, it’s important to measure Key Performance Indicators.

# of calls answered

Measuring the number of inbound calls.

Speed of answer

How long it takes to answer inbound calls.

# of customer issues resolved and time to resolution

Monitoring the number and type of customer requests completed and how long they took to complete.

# of proposals issued

Tracking proposals created and sales made.

# of outbound calls made

Measuring the number of marketing or sales calls.

# of leads generated

New prospects from outbound marketing and calling campaigns.

Customer satisfaction

Tracking the customer satisfaction rate.

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