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The Future of Business is Agility: Navigating Workforce Transformation in the Age of AI

Strategic Questions Every Business Leader Must Ask About Tomorrow’s Talent

We stand at an unprecedented intersection of workforce transformation. An aging population approaches retirement just as artificial intelligence eliminates the very entry-level positions that once built tomorrow’s expertise. For business leaders in specialized industries like insurance, this convergence creates a survival paradox: you need more human expertise precisely when fewer humans are choosing our industry. The question isn’t whether these forces will impact your business. It’s whether you’ll be agile enough to turn this problem into a competitive advantage.

A perfect storm is reshaping the industry

Over the next 10 years, 50% of the current insurance workforce will retire, according to the US Chamber of Commerce. This means decades of specialized knowledge, such as understanding complex products, navigating regulatory nuances, and managing client relationships, are walking out the door with every retirement. Meanwhile, younger generations are actively avoiding roles in insurance and finance. In insurance, fewer than 4% of millennials express career interest, according to Pew Research, while Gen Z shows even less enthusiasm. They perceive insurance as outdated, bureaucratic, and technologically backward, choosing instead to join startups, tech companies, or launch their own ventures.

Simultaneously, artificial intelligence is eliminating the traditional entry points that once funneled young talent into specialized industries or positions. AI now handles data entry, basic underwriting tasks, simple customer inquiries, and routine processing…precisely the roles where newcomers once learned the business from the ground up.

This confluence of events creates a catastrophic skills gap: senior expertise disappears while the natural pipeline for developing new expertise vanishes. Traditional career ladders are collapsing just when industries need them most.

But here’s the crucial insight: this problem is also creating unprecedented opportunities for businesses agile enough to see beyond conventional thinking.

Agility as competitive advantage

In this environment, organizational agility becomes the ultimate differentiator. Agile businesses don’t just adapt to change; they anticipate it, prepare for it, and capitalize on it.

Traditional business model: Agile business model:
  • Fixed workforce with predetermined roles
  • Long-term employment commitments
  • Standardized job descriptions and hierarchies
  • Flexible resource allocation based on current needs
  • Hybrid workforce combining employees, contractors, and AI tools
  • Dynamic role definitions that evolve with business requirements

The companies that master this transition will dominate their industries. Those that don’t will find themselves outmaneuvered by more nimble competitors.

The specialist dilemma

Industries requiring deep expertise face unique challenges. Understanding complex products, regulations, and risk assessment requires years of specialized knowledge. You can’t simply replace an experienced underwriter with a recent college graduate, regardless of their technical aptitude. This creates three critical tensions:

  1. Expertise vs. Availability: The most knowledgeable professionals are approaching retirement
  2. Cost vs. Capability: Specialized talent commands premium compensation
  3. Speed vs. Quality: Business demands rapid scaling without sacrificing expertise

AI can automate tasks like data analysis and initial assessments, but human judgment and complex decision-making remain vital. Strategic “rightsourcing” is key: deploying the right people for the right tasks, blending internal expertise with external specialists for agility and efficiency.

Five strategic questions for workforce planning

Every business leader should evaluate their organization through these critical lenses:

1. Which functions require human expertise vs. AI enhancement?

Map your operations into three categories:

  • Human-Essential: Complex decision-making, relationship management, creative problem-solving
  • AI-Enhanced: Data analysis, pattern recognition, routine processing with human oversight
  • AI-Ready: Repetitive tasks, data entry, standard calculations
2. What happens when key personnel leave?

Conduct a “knowledge risk assessment”:

  • Identify single points of failure in your organization
  • Calculate the true cost of turnover (typically 150% of annual salary per departure)
  • Develop succession plans for critical roles
3. Can you scale expertise without scaling headcount?

Consider alternative models:

  • Rightsourcing specialists for project-based or ongoing specialized work. Getting the right expertise for the right tasks without permanent hiring
  • Partner with firms offering specialized services
  • Cross-train existing employees in adjacent skills

The rightsourcing approach exemplifies agile thinking: instead of asking “Should we hire someone?” ask “What’s the most effective way to access this capability when we need it?”

4. How quickly can you adapt to market changes?

Measure your organizational responsiveness:

  • Time to hire for critical roles
  • Ability to redeploy resources during demand fluctuations
  • Capacity to handle unexpected workload surges

Building tomorrow’s agile organization

The most successful businesses will master three core capabilities:

Hybrid resource management

Seamlessly blend permanent employees, contract specialists, and AI tools based on current needs. This rightsourcing mentality, matching the right resources to the right challenges, requires new management approaches that can rapidly deploy different types of expertise.

Continuous learning systems

Create organizations that rapidly absorb new knowledge and adapt processes. This means investing in systems that work across both internal teams and external specialists.

Strategic partnerships

Develop relationships with specialized service providers and technology companies that extend your capabilities without expanding fixed costs. The most agile organizations view their network of external specialists as an extension of their core team.

The agility imperative

The businesses that thrive in the next decade won’t be those with the most employees or the largest budgets. They’ll be the ones who rapidly deploy the right combination of human expertise and technological capability to solve customer problems and capitalize on market opportunities.

A version of this article appeared in Aspire Magazine, November/December 2025 issue.

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Streamlining Agent Contracting: How to Save Time, Reduce Errors, and Improve Agent Experience

Whether you’re a BGA, IMO, FMO, or carrier, every new producer must be properly appointed before business can be written. Agent contracting is one of the most essential and complex processes in the insurance industry; worse still, it’s often also a bottleneck: one that consumes valuable staff time, slows down sales, and frustrates both agents and carriers. At Employee Pooling, we’ve seen firsthand how transforming contracting into a strategic advantage can help firms scale smarter, not harder.

Why Agent Contracting Is So Challenging

While this seems like a simple question, there are many layers to strategic contracting. On its surface, contracting is a simple step by step process: submit paperwork, get approvals, and assign writing codes. But as anyone working in operations knows, it’s far from easy. Challenges often include:

  • Paperwork overload – JIT (Just-In-Time) and full-scrub contracting require meticulous review.
  • Carrier complexity – Each carrier has unique requirements, forms, and turnaround times.
  • Status management – Tracking progress through email, phone calls, and websites eats up bandwidth.
  • Compliance risk – Missing details or errors can delay appointments and even jeopardize business.
  • Agent experience – Agents expect speed and transparency. Delays erode trust.

The result? Operations teams end up buried in contracting paperwork, slowing down the very sales they’re designed to support.

The Cost of Keeping Contracting In-House

On the surface, keeping contracting in-house feels like the safest option. You control the process, your staff knows the systems, and everything stays “in the family.” But here’s what often happens:

  • Recruitment delays. Finding and training staff who truly understand insurance contracting workflows can take months.
  • Turnover risk. Once trained, employees often move on, forcing the cycle to start again.
  • Hidden overhead. Beyond salaries, the real cost includes benefits, PTO, HR time, and management bandwidth.

And then there’s the biggest challenge most firms underestimate: volume surges.

It’s not unusual for a firm to go months without significant recruiting activity only to suddenly face a flood of new contracting requests when a marketing campaign overperforms or a merger/acquisition adds hundreds of new agents overnight. In-house teams, already tied up with day-to-day processing, often lack the flexibility to scale quickly.

That’s where the contrast becomes clear: EP scales with you. Whether it’s a steady trickle or a sudden surge, our contracting specialists expand capacity instantly, ensuring no delay between an agent’s interest and their ability to write business.

Rightsourcing Agent Contracting with Employee Pooling

Our Agent Contracting service is built specifically for the insurance industry, blending expert human capital with smart technology to ensure accuracy, efficiency, and scale.

Here’s how we help:

  • Comprehensive Agent Appointment Processing
    From full-scrub JIT contracting to building complete agent profiles, EP ensures packets are in-good-order before carriers see them.
  • Carrier Management
    We manage agent appointments end-to-end—tracking packets, retrieving writing codes, and updating CRM/L&C systems.
  • Ongoing Agent Support
    Our team handles EFT and address changes, AML/E&O renewals, bulk hierarchy moves, and other contracting updates.
  • Scalable Expertise
    With a global team of 300+ trained professionals, we provide capacity when you need it most—whether it’s surge support during peak cycles or ongoing operational relief.

Benefits You Can Expect

When BGAs, IMOs, FMOs, and carriers partner with EP for contracting, they typically see:

  • Faster turnaround times – Agents get appointed quickly, enabling them to sell sooner.
  • Reduced errors – Full-scrub processes minimize back-and-forth with carriers.
  • Better agent experience – Clear updates and proactive follow-ups keep agents informed and engaged.
  • Operational efficiency – Free your internal team from contracting tasks to focus on growth.
  • Scalability – Ramp capacity up or down without the burden of hiring or training.

Why Rightsourcing, Not Outsourcing

Unlike traditional outsourcing, EP’s rightsourcing model means we work as a true extension of your team. We combine technology, process expertise, and trained professionals to deliver accuracy and accountability you can rely on. That means:

  • You stay in control.
  • Your agents and carriers see consistent, professional communication.
  • You gain peace of mind knowing contracting is handled right, every time.

In today’s competitive insurance environment, agent contracting can’t be an afterthought. It has to be fast, accurate, and scalable to match your growth goals. Employee Pooling helps you transform contracting from a bottleneck into a business advantage.

Your agents want to sell. Your team wants to grow. Let us handle the contracting.

Learn more about Employee Pooling’s Agent Contracting services.

A business team in a meeting examines a chart that illustrates the financial implications of hiring full-time employees versus rightsourcing.

Rightsourcing, Part 2: When the Talent Well Runs Dry

How Smart Insurance Leaders Are Future-Proofing Their Operations

By Tom Gray, Founder and CEO, Employee Pooling

“The best time to plant a tree was 20 years ago. The second best time is now.” – Chinese Proverb

The insurance industry faces a sobering reality: the talent pipeline isn’t just running low—it’s approaching empty. In Part 1 of this series, originally published in April’s Aspire Magazine, we explored how rightsourcing offers BGAs, IMOs, FMOs, and carriers a smarter path to operational excellence. Now, let’s examine the forces driving this transformation.

The Numbers Don’t Lie: We’re in Crisis Mode

Picture this: One in four of your most experienced professionals hands you their retirement notice tomorrow. Sound dramatic? Over 25% of insurance professionals are already over 55, with nearly half past 45.

The silver tsunami isn’t coming. It’s here.

Meanwhile, younger talent runs in the opposite direction. A 2015 Pew study revealed fewer than 4% of millennials express interest in insurance careers. For Gen Z? Even worse.

We’re fighting over an ever-shrinking talent pool with increasingly expensive weapons.

The Hidden Costs of Playing by Old Rules

Let’s talk about what it really costs to fill a position today. Beyond that 6-12 week recruitment cycle, the real battle begins after you hire.

Remote work has fundamentally changed onboarding. Try explaining 20 years of industry nuance through a Zoom screen to someone who’s never processed an insurance application. Add product-specific knowledge, proprietary systems, and tribal wisdom, and you’ve got extended ramp-up times and costly mistakes.

The brutal math: turnover costs reach 150% of an employee’s salary. That doesn’t include lost productivity, project delays, or morale damage.

One resignation can trigger a domino effect that cripples operations for months.

Enter Rightsourcing: The Strategic Alternative

While traditional outsourcing feels like surrendering control, rightsourcing is different. Why? Rightsourcing employs a co-sourcing model, where your internal team and the rightsourced team collaborate toward shared goals, blending expertise rather than replacing it. You can extend capabilities without sacrificing quality by considering both internal and external resources to determine the best fit for each task.

Think precision staffing: deploying trained, insurance-specific professionals for high-volume, process-driven work (case management, agent contracting, commissions, client outreach) while your internal team focuses on what truly moves the needle.

Rightsourcing reflects our philosophy: doing the right work, with the right resources, liberating your core team to concentrate on the 20% of activities that generate 80% of profits. So you get optimal resource allocation based on skills, costs, and strategic needs.

Why Rightsourcing Thrives Today

The insurance landscape shifts faster than ever before. Interest rate volatility, product evolution, and fluctuating demand patterns mean your staffing model needs the right experts for the right work.

Rightsourcing offers:

  • Deploy specialized teams without disrupting daily operations
  • Scale instantly during surges without costly recruitment
  • Maintain compliance without stretching internal resources
  • Continual improvement with feedback loops and service adjustments

Real results speak louder than theory: One EP client slashed over $1.25 million in annual staffing expenses while accelerating expansion. They didn’t just cut costs—they bought freedom to grow.

The Price of Standing Still

A team matrix that demonstrates the flexibility, control, and alignment shifting to a rightsourcing mentality brings.Traditional hiring and outsourcing often limit agility. Hiring in-house means lengthy recruitment, slow ramp-up times, costly turnover, and ongoing overhead. Outsourcing can solve capacity issues, but it often removes control, flexibility, and alignment with your long-term strategy.

Rightsourcing is a mindset—expanding your thinking to blend the strengths of both approaches. It gives you pre-trained insurance professionals ready to contribute immediately, with no onboarding lag and predictable, transparent costs. You retain oversight, scale capacity as needed, and eliminate the hidden expenses of traditional employment.

For companies operating on razor-thin margins or managing multiple growth initiatives, this isn’t just about convenience. It’s about survival.

Building Tomorrow’s Success Today

Whether navigating seasonal surges, launching new products, or managing retirement transitions, rightsourcing provides the operational flexibility that modern insurance firms require to stay competitive.

More importantly, it enables leaders to redirect their internal teams toward activities that truly drive growth: building relationships, developing strategy, and creating value that competitors cannot easily replicate.

The Bottom Line: Adaptation or Extinction

Rightsourcing isn’t a band-aid solution. It’s a fundamental business model evolution in an industry where every process impacts revenue, compliance, and client experience. Having the right support at the right moment can mean the difference between thriving and merely surviving.

As we navigate Q4 and plan for 2025, ask yourself the hard questions: Is your current staffing model positioned for growth and disruption? Or are you one key resignation away from operational chaos?

The talent crunch isn’t going anywhere. Interest rates will continue to fluctuate. Regulations will keep evolving. Product demands will shift with market conditions.

Companies that embrace rightsourcing today will find themselves with an unassailable advantage: the ability to adapt, scale, and excel while their competitors struggle with the limitations of yesterday’s employment models.

At Employee Pooling, we combine cutting-edge technology with deep human expertise to solve today’s staffing challenges while preparing you for tomorrow’s opportunities. The future belongs to those who work smarter, scale faster, and rightsource their most critical operations.

Interested in learning more about Rightsourcing? Schedule a call with Steven Lacher.

Two business people shaking hands representing the cost of commission errors between agents and BGAs or Carriers.

The True Cost of Commission Errors: Why Even Great Organizations Struggle

The Hidden Complexity Behind Every Commission Statement

Commission processing, while seemingly simple on the surface, is a complex and multifaceted operation. The initial perception is that carriers issue statements, you then calculate the appropriate agent payouts, and subsequently, everyone receives their due compensation. However, the reality is that each statement reveals a distinct set of requirements that demands meticulous attention and sophisticated processing systems to be accurate.

At the core of this complexity are several key areas:

  • Policy-level verification across multiple systems and timeframes: Each policy requires rigorous verification. This isn’t merely about checking a single record; it involves cross-referencing data across disparate systems, each potentially holding different pieces of the policy’s lifecycle. Furthermore, the timeframe of these policies can vary significantly, adding additional complexity to guarantee accuracy.
  • Multiple agents or shared IMOs/BGAs on a single case: Complex policies require complex commission management. Not all cases can follow the same system, and some need expertise to deliver a “one-off” solution. This is particularly true for insurance agents and agencies that specialize in high-net-worth clients and complex offerings.
  • Agent hierarchy mapping that can change mid-cycle: The organizational structure of agents, or the “agent hierarchy,” is rarely static. It can undergo changes even within a single commission cycle. Accurately mapping these shifts – promotions, new hires, departures, or reassignments – is crucial for correct commission distribution. A failure to update these hierarchies in real-time can lead to miscalculations and significant reconciliation challenges.
  • Bonus schedule calculations with carrier-specific rules and exceptions: Beyond standard commissions, many agents are eligible for various bonuses. These bonus schedules are highly customized and often unique to each carrier, complete with their own set of intricate rules and numerous exceptions. Manually tracking and applying these diverse rules can be incredibly time-consuming and prone to error, especially when dealing with a high volume of transactions.
  • Override Sharing: Showing appreciation to your most loyal agents by sharing a portion of your override can require pulling out particular rows on your commissions statements to manually share the money you are receiving from the carriers. This difficulty is compounded when these deals change based on carrier, product type, or line of business.
  • Cross-carrier reconciliation for agents writing with multiple companies: It’s common for agents to work with multiple insurance companies, writing policies for various carriers. This necessitates “cross-carrier reconciliation,” a process that involves consolidating and comparing data from all these different sources to get a holistic view of an agent’s performance and earnings. This aggregation is vital for ensuring accurate total payouts and for identifying any discrepancies across carriers.
  • Agent Levels vary among carrier Products: Different products and line of businesses will be paid out at different percentages, requiring you to cross-check each against your carrier/IMO grids and agent schedules to ensure accurate reconciliation of expected vs. paid commissions.

The cumulative effect of these challenges transforms what appears to be a straightforward process into a demanding and highly specialized function. Without robust systems and documented processes in place, errors can proliferate, leading to agent dissatisfaction, financial discrepancies, and increased administrative burden.

Why Technology Solutions Fall Short

Technology is often a solution for scaling processes. But, while automation can reduce some manual data entry, new challenges emerge:

The Ambiguity Problem: Software excels at processing clean, consistent data but struggles with exceptions. When a carrier changes statement formatting or an agent’s hierarchy shifts, automated systems often flag these as errors rather than processing them correctly.

The Carrier Communication Gap: Resolving discrepancies frequently requires direct communication with carrier personnel—phone calls, emails, and negotiations that no software can handle autonomously.

The Context Challenge: Commission processing isn’t just about math; it’s about understanding business relationships, recognizing patterns, and making judgment calls that require human insight.

Technology can process routine transactions efficiently, but the team still spends significant time managing exceptions, investigating discrepancies, and maintaining carrier relationships.

A Different Approach: The Human-in-the-Loop Model

Human-in-the-loop Model
Human hand and robotic hand using a laptop to represent the concept of a human in the loop with AI models for commission processing.

Instead of viewing commission processing as purely a technology problem, the alternative is implementing a human-in-the-loop approach that combines automated efficiency with human expertise.

At Employee Pooling, our commission processing service model blends system-powered workflows with human oversight to deliver reliability, speed, and accuracy:

Level One – Statement Pulling, Formatting, and Importing
We download and standardize carrier statements, import data into your CMS, and quick-add missing policy records, matching deposits with statements or pulling statements based on the frequency that carriers upload them.

Level Two – Commission Reconciliation
Building on level one, reconciliation of expected payouts from your book of business get matched to actual payouts from the commission statements. Discrepancy reports pinpoint concerns warranting investigation for your team or our’s (Level 3).

Level Three – Full-Service Commission Accounting
Experience dedicated policy commission management. Building on levels one and two, our team investigates and resolves remaining discrepancies by contacting carriers via email or phone, verifying data, or escalating exceptions to your in-house point of contact. We deliver agent pay reports, BGA revenue reports, and payroll-ready CSVs every pay period.

Level Four – Commission Ticketing Service
With EP acting as your commission department, we can set up an agent ticketing inbox for our commission experts to field and resolve concerns from your agents.

Don’t have a working commission process or need a commission processing system that fits your structure? Schedule a free consultation with our team. We custom-build commission hierarchies, attach agent schedules, and design reporting tools tailored to your agency’s needs. Then we run it for you.

In the last year, we’ve processed over 130,000 commission statements with 1.2 million line items at 99.92% payment accuracy. Learn how we can do it for you.

The Ripple Effect of Commission Accuracy

The impact of reliable commission processing extends far beyond operational efficiency. Consider these interconnected benefits:

Producer Confidence: When agents receive accurate, timely payments consistently, and clarification on their concerns, they focus on selling rather than questioning their compensation. This confidence translates directly into retention and production growth.

Carrier Relationships: Clean reconciliation and audit trails strengthen carrier partnerships. Carriers notice which organizations require constant cleanup.

Internal Focus: When your operations team isn’t consumed with commission firefighting, they can contribute to business development, process improvement, and strategic planning.

Scalability Foundation: Reliable commission processing becomes the backbone that supports growth. Organizations can confidently onboard new agents and carrier relationships without fearing operational breakdown.

Beyond the Immediate Solution

The commission processing challenge reflects a broader trend in insurance operations: the gap between what technology can do and what businesses need. Pure automation handles routine tasks well but struggles with exceptions, relationship management, and business judgment.

The most successful organizations are discovering that the answer isn’t choosing between human expertise and technological efficiency—it’s thoughtfully combining both.

This “balanced” approach acknowledges that various tasks necessitate distinct solutions. Routine processing benefits from automation. Complex problem-solving requires human insight. Relationship management demands personal touch. Optimal performance comes from orchestrating these elements seamlessly.

Questions Worth Considering

As you evaluate your commission processing approach, consider these strategic questions:

  • How much time does your internal team spend on commission concerns versus strategic initiatives?
  • What would happen to your operations if your commission volume doubled in six months?
  • How confident are you in your audit trail if a carrier or regulatory body requested detailed reconciliation?
  • What’s the true cost of commission errors—not just in corrections, but in producer confidence and retention?

Moving Forward

Commission processing will only become more complex as the industry evolves, and agents’ book of business expands to offer additional products. New carriers, changing bonus structures, and growing agent networks all add layers of complexity to an already challenging process.

The organizations that thrive will be those that build sustainable, scalable approaches to this challenge—approaches that leverage both technological efficiency and human expertise to deliver consistent, accurate results.

Whether you’re facing scaling challenges or looking to prevent them, the key is recognizing that commission processing is a strategic capability that directly impacts producer relationships, carrier partnerships, and organizational growth.

The question isn’t whether to improve your commission processing. The question is how to do it in a way that supports your long-term success.

For organizations ready to explore human-in-the-loop commission processing, Employee Pooling offers scalable solutions that blend technology efficiency with expert oversight. Learn more and schedule a demo about our approach at
EmployeePooling.com/services/commission-processing.

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Beyond the Ring

How Employee Pooling’s Call Center Services Keep Insurance Moving

How Employee Pooling’s Call Center Services Keep Insurance Moving

Call Center

For BGAs and carriers in the life insurance and annuity industry, the phone is the front line of business. Whether it’s following up on licensing paperwork, confirming policy delivery, or initiating and tracking 1035 transfers, phone outreach is critical to keeping cases in motion. But maintaining an internal call team that’s skilled, scalable, and consistent is easier said than done.

That’s where Employee Pooling’s Call Center Services come in.

The Problem: Dropped Balls and Missed Opportunities

Imagine this: A producer submits an annuity for a high-value case, and it stalls at funds transfer for several weeks with no updates from the carrier. The client gets frustrated. Everyone starts asking, “What’s the holdup?”

In insurance processing, small tasks often have big consequences. A call center’s crucial role in streamlining and supporting the 1035 transfer (exchange) process for life insurance and annuity policies is just one simple example.

For many firms, keeping up with consistent, timely outreach is a challenge, especially when internal teams are already stretched thin. Emails go unanswered. Reminders slip through the cracks. And bottlenecks build up quietly until they become fires to put out.

The Solution: The Call Center That Works Like an Extension of Your Team

Employee Pooling’s Call Center is designed specifically for the unique operational needs of insurance carriers and distributors. We don’t just make calls—we own outcomes.

Our trained professionals act as a seamless extension of your operations, handling high-volume, high-urgency outreach for life insurance and annuity policies with the precision and professionalism the industry demands.

We support you with:

  • Case Follow-Ups: Prompt, structured outreach to carriers, doctor offices, paramed/Lab companies to gather missing documents, signatures, or medical requirements.
  • Licensing and Contracting Support: Keep agent onboarding streamlined with timely calls to confirm status.
  • 1035 Follow-up Calls: Confirm receipt, verify in good order, monitor progress, and validate liquidation timing.
  • Live Call Follow-ups: Ensure clear communication between the carrier status and the BGA’s CMS notes regarding active pending cases in process.
  • Reduced Cycle Times: 24/5 support and overflow handling for continuous processing and handling.
  • Enhanced Customer Satisfaction: Serving as the centralized primary point of contact for policyholders, handling post-issue and in-force support.

💡 Check out the Case Study to learn how we cleared a backlog of 1035 transfers for one of our carrier clients.

A Common Scenario: The Outreach Engine Behind a Smoother L&C Process

L&C Process

Take a typical challenge we often see: A large BGA is struggling to onboard new producers efficiently. Email reminders go unnoticed, and agents delay returning contracting paperwork. With EP’s call center integrated into their L&C workflow, a BGA could see faster turnaround times, improved agent responsiveness, and fewer delays.

Instead of waiting days—or weeks—for email follow-ups to land, our call team delivers consistent, professional outreach that helps get agents licensed and producing sooner.

The Difference: Trained People, Not Just Phone Lines

At Employee Pooling, we don’t treat calls as transactions. Our call center staff are trained and experienced in understanding complex insurance workflows, compliance requirements, and are guided by the importance of timing. We track outcomes, escalate when needed, and log everything for your internal visibility.

We work within your systems and can quickly scale up or down as your business evolves.

Our dedicated Call Center team delivers impressive results, including:

  • Managing 250+ daily calls with an average handling time of 10.8 minutes
  • Maintaining an exceptional 90% first-call resolution rate
  • Providing comprehensive coverage across all carrier time zones
  • Delivering structured documentation and consistent follow-up protocols

Your internal teams don’t have the luxury of spending large amounts of time on hold waiting for answers from carriers. Let your team focus on your producers while EP obtains critical information from the carrier for them.

Why It Matters

In an industry where cycle time is everything, every call matters. A good call center doesn’t just make noise—it creates momentum. It fills gaps in communication, reduces delays, and ensures that clients, agents, and partners stay informed and engaged.

Whether you’re a BGA trying to improve agent relationships or a carrier looking to boost back-office efficiency, our Call Center services can help keep the entire ecosystem moving forward.

Ready to Get the Phones Ringing for the Right Reasons?

Let’s talk about how our team can support yours, without adding headcount or overhead. Contact us today.

Paper airplanes on blue background, space for text

Special Projects: The Secret Weapon for Insurance Carriers and Distributors

The ability to pivot quickly and execute new initiatives can mean the difference between industry leadership and falling behind in today’s rapidly evolving insurance landscape. At Employee Pooling, we’ve seen firsthand how our Special Projects solution has transformed how insurance carriers and distributors can respond to change, seize opportunities, and solve complex challenges. Let’s explore why this approach has become essential for forward-thinking insurance professionals.

Unlocking Agility: How Special Projects Drive Rapid Innovation

The traditional hiring process is the enemy of rapid response. When market opportunities arise or compliance deadlines loom, waiting weeks or months to recruit, interview, and onboard new talent simply isn’t viable. This is precisely where Employee Pooling’s Special Projects service creates extraordinary value.

Our model enables insurance carriers and BGAs to quickly mobilize skilled teams for:
  • New product launches
  • System migrations and technology implementations
  • Unexpected backlog clearance
  • Regulatory compliance initiatives
  • Seasonal volume spikes
  • Sales, marketing, and recruiting efforts

Take the scenario of a BGA facing a digital platform migration with just 60 days’ notice. Rather than scrambling to hire and train new staff (a process that would take most of that 60 days), they can engage our Special Projects team and have trained and experienced specialists working within days without disrupting their core operations.

This agility isn’t just convenient—it’s a competitive necessity. Insurance companies that can quickly adapt and execute consistently outperform less nimble competitors in today’s dynamic marketplace.

Cost-Effective Expertise, On Demand

Financial Cost Management pressures are a reality for every insurance organization. The value of the Special Projects approach is how it transforms fixed employment costs to save money and increase efficiencies with predictable returns.

Consider the financial advantages:

  • No long-term employment commitments – Pay only for the duration of your project
  • Reduced staff burden – Keep your team focused on core responsibilities without project overload
  • Elimination of recruiting costs – Save the 15-30% typically spent on recruiting fees
  • Minimal training investment – Our specialists arrive ready to contribute from day one
  • Reduced management overhead – Our team leaders handle day-to-day supervision
  • No benefit or PTO expenses – All specialists are fully covered by Employee Pooling

For perspective, imagine a mid-sized BGA staffing for a 12-month project with two Licensing and Compliance Analysts internally could cost approximately $120,000 in recruitment, salary, benefits, and training, with most of that investment walking out the door once the project concluded. Implementing Employee Pooling Special Projects engagement could deliver BGAs reduced payroll expenses by up to 54.5% by rightsourcing essential tasks, with no long-term obligations.

This cost-effective approach is especially valuable in today’s market, where economic uncertainty makes flexible staffing models increasingly attractive. Our clients consistently report that the predictability of project-based budgeting helps them manage resources more effectively while still accessing top-tier talent.

Boosting Employee Engagement and Organizational Growth

Special projects don’t just solve immediate business needs. They create powerful opportunities for growth and engagement throughout your organization. Research consistently shows that employees engaged in cross-functional projects experience higher job satisfaction and accelerated skill development compared to those working in traditional, siloed environments.

Studies indicate that collaborative project work leads to increased engagement and professional growth opportunities.

We’ve designed our Special Projects service to capitalize on this insight in two important ways:

First, we carefully integrate our specialists with your existing team, creating knowledge transfer opportunities that benefit both groups. Your staff gains exposure to new perspectives and specialized expertise while maintaining ownership of their core responsibilities.

Second, our collaborative approach prevents the “outsider syndrome” that often plagues traditional consulting relationships. Instead of simply delivering a solution and departing, we work alongside your team, fostering genuine collaboration and ensuring knowledge transfer becomes part of the project deliverables.

This approach creates lasting value that extends far beyond the immediate project objectives, contributing to organizational growth and employee development in ways that traditional staffing models simply cannot match.

Built-In Redundancy and Quality Assurance

Insurance is an industry where mistakes carry significant consequences. Unlike freelancers or temporary employees who operate independently, Employee Pooling’s Special Projects teams incorporate multiple layers of redundancy and quality assurance.

Our specialized approach includes:

  • Team-based staffing – Multiple specialists cross-trained on your projects
  • Dedicated team supervisors – Experienced managers who oversee quality and performance
  • Standardized documentation – Comprehensive process documentation for knowledge retention
  • Established QA protocols – Multi-level review processes tailored to insurance operations
  • Continuous improvement mechanisms – Regular performance analysis and optimization

These built-in safeguards are particularly crucial in regulated industries like insurance, where compliance requirements and accuracy standards leave no room for error.

Future-Proofing with Scalable Solutions

Perhaps the most strategic benefit of our Special Projects solution is how it helps insurance carriers and BGAs become genuinely adaptable organizations. In an industry facing constant regulatory shifts, technology evolution, and market consolidation, the ability to scale resources precisely when and where needed is invaluable.

Our flexible engagement model means you can:

  • Scale up rapidly for unexpected opportunities or compliance deadlines
  • Access specialized expertise for limited-duration initiatives without long-term commitments
  • Navigate seasonal fluctuations without overstaffing during slower periods
  • Test new processes or technologies before full-scale implementation
  • Respond confidently to market changes without the constraints of fixed staffing levels

This scalability creates a powerful competitive advantage. While competitors struggle with rigid staffing models that either leave them shorthanded during crunch periods or burdened with excess capacity during lulls, our clients maintain optimal resource levels regardless of changing conditions.

Are You Ready for Special Projects?

The most successful insurance carriers and BGAs recognize that agility isn’t just about having good ideas—it’s about having the operational flexibility to execute them quickly and effectively. Employee Pooling’s Special Projects offering provides exactly that service.

If you face any of these challenges, our Special Projects service could be the solution:

  • Upcoming system migrations or technology implementations
  • Temporary processing backlogs or capacity constraints
  • New product launches requiring specialized expertise
  • Regulatory changes demanding a rapid response
  • Seasonal volume fluctuations that strain current resources
  • Part-time staffing

Our insurance-specialized teams are ready to step in, delivering immediate relief. Gain short-term and long-term value through our unique combination of industry expertise, built-in quality assurance, and flexible engagement models.

Ready to discover how Special Projects can transform your ability to respond to challenges and opportunities? Contact us today for a consultation tailored to your specific needs.

Employee Pooling specializes in providing flexible staffing solutions exclusively for the insurance industry. Our Special Projects teams bring deep domain expertise in life insurance, Medicare Supplement, and annuity operations, ensuring rapid productivity and industry-compliant results for every engagement.

ClearingBacklog-Case-Study

Clearing the Backlog – A Case Study

Our client, an insurance carrier located in the Eastern US, came to EP in July 2024 with a critical operational challenge. Their 1035 transfers had fallen more than two months behind their service level agreement targets—creating a significant backlog that threatened to spiral into further complications.

EP used a two-pronged strategy; first, we stabilized the process for timely processing of all 1035 transfers, and then we dug into the unprocessed accumulation. Within 3 weeks, 4 FTEs (Full Time Equivalent Employees) cleared two months of backlog.

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Integrated Services

Case Management – A Case Study

For BGAs and FMOs, time is more than just money—it’s the difference between thriving and merely surviving in today’s competitive insurance marketplace. Recent industry data shows that Employee Pooling, through its optimized case management service, can reduce policy cycle times by an average of 23.3 days, with some annuity cases seeing reductions of up to 38 days. These dramatic improvements in processing time are revolutionizing how BGAs operate and compete in the modern insurance landscape.

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Integrated Services

Integrated Services – A Case Study

Our client approached us with a clear need for scalable growth. The sheer size of teams required for their operations made achieving the desired expansion nearly unattainable through in-house hiring alone. EP introduced multiple service lines tailored to their intricate requirements, propelling them beyond their growth plateau. This intervention facilitated their expansion and generated significant savings, slashing staffing costs by over $1.25 million annually.

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EP Case study

Full Back Office – A Case Study

Our Client, a Brokerage General Agency based in Seattle, required a flexible back-office solution to address operational challenges. The agency’s six-person team incurred annual payroll expenses of nearly $400,000, while inefficient time and team management practices were hindering their progress. EP successfully transitioned the client’s entire back-office operations to five of our specialized departments through a phased approach. This comprehensive solution encompassed all aspects of their workflow, from agent appointment through policy management, and monetization. As a result, the client eliminated four staff members and repurposed the two remaining as dedicated relationship managers, allowing them to concentrate on their core competency: supporting and driving sales.

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Full Back Office – A Case Study
Full Back Office – A Case Study
Full Back Office – A Case Study
Logo of NAFA
Full Back Office – A Case Study

Nashville

Employee Pooling, LLC
2000 Glen Echo Rd
Suite 111
Nashville, TN 37215

Phone: 615-610-5585 (ex. 202)
E-mail: info@employeepooling.com

New Delhi

Employee Pooling Resources Pvt. Ltd.
B – 54 New Krishna Park, Vikaspuri,
New Delhi, India – 110018

Regd.: A6/1 Milap Nagar, Uttam Nagar, New Delhi, India – 110059

Mohali

Employee Pooling Resources Pvt. Ltd.
Finvasia
D-179, Sector 74, SAS Nagar (Mohali),
Punjab

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