“We actually saw a huge increase in our contact rate and being able to reach people, and a huge increase in their interest in meeting with their agents. “People had worries, and they wanted to talk to somebody - like their insurance agent - because they’re somebody who worried about their health insurance or … not being able to make ends meet financially,” he said. Instead of a drop in business, he said, they saw an increase - as the company and its carrier partners adapted, as the rest of the world did, to using online tools and virtual meeting spaces. “Even though what we deliver to our customers is a phone interaction, what we were setting up for them was a face-to-face interaction,” he said. When the COVID-19 pandemic began, Buck said, Engagex leaders were worried about the harm it might cause the company. “From a cultural standpoint, we worked really hard to build an environment where people feel like they want to spend their day, their extra hours, their money-earning hours with us,” he said. That flexibility, Buck said, is like a “secret sauce item” that allows them to get “good folks.” It also brings high employee turnover, usually when the semester ends, he said. “We’re able to recruit and hire great folks that probably wouldn’t typically work in a call center and have a job reaching out like this, but we’re super, super flexible with their schedule.” There’s a huge student population for what is really kind of a small market,” he said. We relocated up here being in the shadow of and other schools that are around. “It’s the perfect job for a college student. The company employs some callers who speak English and Spanish. Most of those callers are college students, Buck said. The company now has 18 administrative employees and 150 part-time employees - the callers - who all work out of Provo. That’s the premise Engagex was founded on, and national insurance carriers noticed the service and grabbed onto it, he said. Utilizing sentiment analysis, EngageX helps you create the perfect response to a post in a fraction of the time it used to take. “When you go back to the data of what really drives business for an insurance agent,” he said, it shows “that they need to build relationships with their current customers.”īecause agents struggle with the “busy work” of making calls, Buck said, the national carriers wanted to find a way to make “the deliverable” - the appointment - be made easily. Human response enhanced by AI EngageX is a revolutionary new tool that helps you quickly and easily generate responses to social media posts. The company was created, he said, to fill “a very specific need” in the insurance market. role or even an accounting role,” he said, “because you understand how our efficiencies affect our profitability.”Įngagex started in California, Buck said, and moved to Provo under new ownership in 2011. “It can be the difference maker for somebody who is starting in a marketing role or an H.R. The policy helps the company, Buck said, because its appointment-setting product fills such a specific niche. The company that does appointment scheduling for national insurance companies is recognized as one of the Salt Lake Tribune's Top Workplaces. (Francisco Kjolseth | The Salt Lake Tribune) Carter Buck, right, CEO of EngageX in Provo, checks in with new employee Diesel Moody, team leader Lexi Jepperson and HR Specialist Tiana Flake, from left, on Wednesday, Oct.
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