Page 131 - The UnCaptive Agent

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business systems available at relatively low cost. The
main point is that you should begin your business with
dedicated agency telephone numbers and some sort of
desktop-based system rather than relying solely on your
cell phone. If you try to save money and start with a cell
phone only, you’ll inevitably run into problems when
you need more bandwidth in your system. Today’s Voice
over Internet Protocol (VoIP) systems offer inexpensive
technology and are a lower cost option when compared
to traditional landline-based systems.
In addition to VoIP, one often-overlooked feature
that I consider critically important is recording capabil-
ity. Because almost all the work your employees will do
in servicing clients is done using email and telephones,
you want the ability to record each of those interactions.
This is important not only for E&O protection, but also
for the future availability of the data and for training
purposes. As you select your telephone system, be sure
that you can automatically record all conversations
conducted on it. This feature does add expense, but you
will find it pays great dividends over time.
As you think about the kinds of computer-based
systems you need, you should also be aware that main-
taining the security of the data contained in your systems
is a critical responsibility. Many insurance companies are
now transferring liability for computer system breaches,
data losses, and other similar problems to agents. You
should review agency agreements with insurance com-
panies and brokers very carefully to understand what
your responsibilities and liabilities are in this regard so
you can make certain you have appropriate operational
safeguards and protective software in place, as well as
appropriate insurance.
In California, agents are obligated to follow the
new California Consumer Privacy Act (CCPA) as of