Episode 18 - RemX by EmployBridge - The Future of Work Starts With Talent

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Thank you for tuning into our podcast from the
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Dark Horses' Mouth. Today's episode is REMX by
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EmployeeBridge. The future of work starts with
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talent. Joining us are our guests, Michelle Crotty,
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Regional President, and Christina Johnson, Strategic
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Solutions Director. Thank you for joining me
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today. Thank you for having us. How we start,
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well, for all of our viewers out there, Dan is
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not here. He has left me to... to have some fun
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on this podcast today. So how we kind of like
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to start is just introduce yourselves and give
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us a little bit about your background. So I'll
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start with you, Michelle. All right. Michelle
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Crotty, as you mentioned, I feel like I'm doing
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an introduction on an RFP or something like presentation.
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Yes. Been with a company 23 years, been through
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four acquisitions. I'm still here, so I must
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be doing something right. Yes. in the Phoenix
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market, started out as a sales representative
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for the company and grew into the region president
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over all of the contact center and healthcare
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division within a national scope. So, I'm excited
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to be here and talk about all the insurance workforce
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and what you all need and what your listeners
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need to hear about hiring, retaining and... getting
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those licensed agent and talent. So excited to
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be here. Yeah. Awesome. Thank you. Thank you
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very much. And Christina, go ahead. A little
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background. Sure. I'm Christina Johnson. I've
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known Michelle as long as she's been here. Our
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kids grew up together. And years ago, both my
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parents passed away. I went through a divorce
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and I called Michelle and said, OK, I'm going
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to leave Arbonne as our regional vice president.
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I need a job. I'll lick envelopes. I'll do anything
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you need. And she said, come to staffing. And
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I didn't even know what it meant. And I said,
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all right, I'll do it. I'll do whatever. So I
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worked for Michelle for a little while. And then
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I left, went out in the world, and did background
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screening and HCM. And then I ran into Michelle
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about a year and a half ago. My son coaches football
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at ASU. And I ran into her at an ASU football
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game we're out of Ewing in Scottsdale. She said,
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do you want to come back? And I said, who's your
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recruiters? And she had the same recruiters,
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same accounts I had brought on. So it meant a
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lot to me that she still had that same core group
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of people with her and the fact that she'd held
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onto those clients for that long. So I was like,
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well, all right, I'll do it. So I came back.
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Yeah. So I started my career out with Michelle
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and it looks like I'm going to end it. I'm going
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to end with Michelle. She's not going to let
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you leave. She's not going to let you leave.
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No. Which sounds, well, that speaks volumes too.
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what you're doing at REMex. And that leads me
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to my next kind of question here is staffing.
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It's difficult anywhere. It comes up often, and
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especially in the insurance industry. So tell
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me a little bit about the uniqueness that you're
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seeing as it relates to staffing in this industry
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specifically. You want me to take it? Yeah. I'll
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let you take this one. I'll start. You can chime
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in. OK, chime in. So when you think about what
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we do in the contact center space is we're really
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honed in on an industry. It isn't necessarily
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a contact center where you think about. call
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center when we staff for it. It's more of specialized
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processes. So we're very good at health care.
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So we may staff some call center representatives.
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We also may staff insurance specialists, case
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managers, telephonic nurses, pharmacy techs,
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through the phone. There's just a lot of different
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ways that we attack an industry when we think
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about how we staff and how we become really good
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at it. One of the growing industries, fortunately
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for you all, is the insurance industry. It is
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growing. They say the insurance carriers will
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grow 50 to 53 percent year over year in the next
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few years. You have a high demand. You have your
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annual enrollment every year, you have retirees
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who are going to be exiting the workforce up
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to 400 ,000 by the end of 2026 that are going
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to retire, your license agents, anything in the
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insurance space. You're also seeing 10 ,000 people
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add a day to Medicare in the insurance space.
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So there's a lot of demand pressures you know
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there's a lot of demand but there's also a lot
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of shortages in your supply so I think when you
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think about why we're so good at the industry
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is because we have to be yeah our clients need
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it our clients usually don't hire us unless they're
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having a problem with finding staff if they can
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do it They don't need us. Can't you bring in
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clients who really we can fill these orders very
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quickly and easily? No, that's not how it works.
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So the insurance industry is really on the rise.
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It's a great industry to be in as an owner, as
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an employee. If you're out there and you're looking
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for an industry to go into and earn money and
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you don't necessarily need a degree in college.
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So you won't have to put as much money forth.
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It's a great industry to be in. All you've got
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to do is get your license and learn how to be
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a really good salesperson if you're a licensed
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agent. Yeah and so talk to us a little bit about
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the skills gap that you're seeing now and trying
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to recruit people into the space that aren't
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necessarily licensed quite yet and how employers
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like myself and others can take someone without
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a license and then coach teach train them up
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into into the space. Do you want to talk about
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when you talk to your clients about whether they
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are looking for talent remotely or on site and
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kind of what they're doing to build the talent?
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Yeah. So I mean, what we've seen is that what
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people are really looking for is that the remote
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working remotely, not necessarily on site in
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a brick and mortar building. So as far as our
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recruiting team, they'll they'll reach out, find
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out who's looking, what are their skill sets,
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do an intake call with our clients, find out
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exactly what it is that they're looking for,
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make sure that we have the candidates that match
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up to that. I'm gonna let you kind of jump in
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there as well. Yeah, and one of the things we're
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finding is when we work with the large insurance
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carriers, if they want the talent to be onsite
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or on -premise, it's hard to find a licensed
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agent. That's the biggest skills gap is that
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license. in order to get that, they're going
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to have to grow it. They're going to have to
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bring in the talent, maybe as an entry level
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position or something that has you have a sales
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background or you have financial industry background
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or something that you can then take them through
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the insurance process, getting their license,
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and then you can teach them your way of selling.
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So that seems to be an avenue. When you think
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about the skills gap, we've got to train people
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to do this job. And that's what they're really
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looking for. If you're looking for licensed agents,
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if you're on premise, to find the supply around
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the area that you go to. Because, you know, people
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don't want to drive 30 30 miles or more to their
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job, especially because gas prices are high.
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Daycare is high. If you have any sort of child
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or even parents, adults, any sort of care, you
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have to accommodate for that. So if you're on
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the road two hours a day going to and from work,
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it's just difficult. So It's like finding a needle
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in a haystack to be, okay, I need you to be 15
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miles around my location and I need you also
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to have a license to sell it through its property,
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a casualty or healthcare, life insurance, whatever
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that might be. So that's why it's also important
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to think about how you can attack that skills
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gap, bring the talent in, train them, get them
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their license. Now, if you're looking for a licensed
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agent and you're going remote, there is a lot
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more opportunity to find the talent. Those people,
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especially with a license, are entrepreneur feel.
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They could be 1099. Sometimes they aren't necessarily
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needed to be W -2. So it's easier to find that
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talent remote. We always, when Christina and
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I go and talk to clients, one of the things we
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always do with them is give them that information
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about, hey, here's what your wages need to be
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to attract the top talent, the quality, and here's
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where you want to be located. And if you're going
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to go remote, here's the areas you want to go
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remotely in. Here's the areas if you're on premise,
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you want to go to. So we do a lot of research
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before we even start working with clients and
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staffing for them. We do a lot of research and
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consulting on, Hey, here's where you need to
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go because it really helps them understand kind
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of like what we did with you all. Well, you shocked
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us. I got to share that story. Yeah. So funny
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story. Um, Dan is always looking for solutions
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for everything. I mean, that's just, we're all
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problem solvers, right? And one of your recruiters
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called here and talked to Dan and he's like,
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Well, I'm just going to play this one through
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and acted like and thankfully your recruiters
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are amazing, but went through the entire process
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to really vet your company to see what you're
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all about. And he got to the very end and he's
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like, well, just let you know I'm the CEO of
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a company and whomever he was talking to was
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said, oh, well, you're probably out of our, yes,
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overqualified. I think it was Courtney. Yes.
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And so, but he said, well, I have a different
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idea. And so that's how we came across your company
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and just kudos to what you're doing in your space,
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because that was, was huge. And now you're sitting
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here with me today and you're really, Talk about
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how the REMex is the, how it differentiates between
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others in that professional space because I haven't
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run across any staffing agency quite like how
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you all operate. So can you talk to a little
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bit about that? I mean, I feel like what really
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what sets us apart is our our recruiting team
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and it's led by Sherry who's worked for Michelle
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as long as you've been here 27 years or so and
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that like I said that was one of my questions
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to Michelle before I came back was who's who's
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your recruiter where Sherry and when she said
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Sherry was still here they know the marketplace
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they know what is what's a fillable job what
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is not and and they're not afraid to tell a client
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like listen we can't fill this we can't we're
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not just going to take a a job order just to
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take it. We want to make sure that the client
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is paying the right amount, that we have the
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candidates, that we are doing the assessments
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to make sure that they can fill the role. So
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if you called me and said, hey, I need this random
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position, we're going to be very honest with
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you and not just try to get you to sign a contract.
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And then we just sit there working on it for
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no reason or we don't work on it at all. So they're
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very particular about what they do take on because
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they want you know they're busy too so they want
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to make sure that our our candidates are getting
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put in the right positions and not you know placed
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in something that they're not going to be good
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at and you have an upset client so it's as a
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salesperson I always want to bring everything
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in and and I think I said that when I met Dan
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I was like yes we can do that we can do that
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yes we can totally do that and I kept saying
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I want you to meet Sherry though I want her to
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talk about this with you just to make sure because
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I knew I wasn't going to be able to pull the
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wool over Dan's eyes. There was no way. There
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was just no way. So I did keep saying, you need
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to talk to Sherry. And then when we got on with
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Sherry, and you know, he kind of outlined exactly
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what he was looking for. And she was very honest
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with him and said, this is not going to be easy,
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but we'll absolutely, you know, we were already
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doing this for other large clients. So why not?
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take it on and see if we can. So I think what
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really, again, to kind of bring it back, what
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differentiates us is our recruiters are amazing
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and they're really good at their job. Clearly.
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Clearly they did impress us. And I think you
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take a consultative approach and it shows, of
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course, you talked about the market research
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that you do, which we'll talk about. We can talk
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about that. And you do a survey as well. Is that
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right? Yeah, and I would add to what Christina
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said. I think the biggest takeaway with us is
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our specialty focus. The fact that we got into
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the licensed agent filling those types of positions.
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We have a lot of them. We have proprietary information
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on how we get those candidates. That's another
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thing. Whenever we go head to head with our competitors,
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we see that we get more talent in the door than
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they do, which is a great selling point, which
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is really good for you all, because that's what
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you need. You need the talent bottom line. And
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I think us focusing on that, we're just rinsing
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and repeating and getting talent and making sure
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they have the right qualifications for your job
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versus someone else's. Really specializing in
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that. because a generalist can't do that. If
00:13:19.549 --> 00:13:21.669
we go to market, like Christina said, and say,
00:13:21.690 --> 00:13:25.409
oh, we can do this, all jobs for everybody. then
00:13:25.409 --> 00:13:28.129
we're probably doing okay at everything and we're
00:13:28.129 --> 00:13:30.649
not really doing great or 100 % at something.
00:13:31.309 --> 00:13:33.210
So having that specialization, that's what we
00:13:33.210 --> 00:13:35.809
found in this licensed agent space is we can
00:13:35.809 --> 00:13:37.769
bring a lot of talent in and then whatever talent
00:13:37.769 --> 00:13:40.889
doesn't fit with one client, we can go and market
00:13:40.889 --> 00:13:42.990
to another and get them a job because that's
00:13:42.990 --> 00:13:44.970
our end goal is getting everybody who comes in
00:13:44.970 --> 00:13:47.370
the door a job. And I'll piggyback on that a
00:13:47.370 --> 00:13:49.669
little bit. Employee Bridge as a whole is the
00:13:49.669 --> 00:13:51.649
largest light industrial firm in the country.
00:13:51.750 --> 00:13:53.970
So they're really good at that commercial light
00:13:53.970 --> 00:13:56.320
industry. And then if you think about kind of
00:13:56.320 --> 00:13:58.639
the four walls of your business, there's your
00:13:58.639 --> 00:14:01.840
professional, your headquarters, contact center,
00:14:02.220 --> 00:14:05.580
drivers, your supply chain. And then we just
00:14:05.580 --> 00:14:08.559
have different divisions that work on those positions.
00:14:08.679 --> 00:14:11.879
So I'm not bringing in manufacturing positions.
00:14:11.879 --> 00:14:13.639
If I do, I'm flipping them over to the team.
00:14:13.639 --> 00:14:14.980
The recruiters are telling them, that's for sure.
00:14:15.279 --> 00:14:16.879
I'm flipping them over to the team that can.
00:14:17.019 --> 00:14:18.679
Because we're not looking for those candidates.
00:14:18.720 --> 00:14:22.299
All of our contact center, licensed agents, and
00:14:22.299 --> 00:14:25.080
that are all onshore. We're not going offshore
00:14:25.080 --> 00:14:28.159
to get them. So they're specializing in that
00:14:28.159 --> 00:14:33.860
in that specific role, if you will. So it's not
00:14:33.860 --> 00:14:35.980
to say if you called me and said, hey, we need
00:14:35.980 --> 00:14:38.720
a we need a janitor, our janitor quit. We can
00:14:38.720 --> 00:14:41.340
certainly do that. It won't be my team. But I
00:14:41.340 --> 00:14:43.379
would flip it over to another division within
00:14:43.379 --> 00:14:45.899
the employee bridge brand. Got it. Like when
00:14:45.899 --> 00:14:48.889
I toured, I saw the way you set up. Yeah. Your
00:14:48.889 --> 00:14:51.490
team out there, how you kind of niche it and
00:14:51.490 --> 00:14:53.470
you specialize in the different market. That's
00:14:53.470 --> 00:14:55.450
kind of what we bring to the table too. So it's
00:14:55.450 --> 00:14:58.809
what you guys do. And you've mentioned contact
00:14:58.809 --> 00:15:03.070
center a couple times now, a few times. And when
00:15:03.070 --> 00:15:06.830
I think we hear call center so often, right?
00:15:07.389 --> 00:15:10.389
So talk to us about the difference between a
00:15:10.389 --> 00:15:13.759
contact center, call center. And what that's
00:15:13.759 --> 00:15:15.519
all about, because I'm sure that comes up quite
00:15:15.519 --> 00:15:19.080
a bit. It does. Well, it's working with... When
00:15:19.080 --> 00:15:21.120
you think about a call center, they hate to be
00:15:21.120 --> 00:15:23.720
called call centers. Yeah. I'm calling them contact
00:15:23.720 --> 00:15:26.120
center, operation centers, shared services. I
00:15:26.120 --> 00:15:28.919
love that. Anything kind of to that touch is
00:15:28.919 --> 00:15:32.240
what you're dealing with. And it's people who
00:15:32.240 --> 00:15:35.580
are in a larger environment, and it sometimes
00:15:35.580 --> 00:15:38.960
can be a reputable recruitment. So that's where
00:15:38.960 --> 00:15:42.000
we have to really understand the consultative
00:15:42.000 --> 00:15:44.080
piece, not only finding the candidate, but once
00:15:44.080 --> 00:15:46.600
they get into that center, how do you manage
00:15:46.600 --> 00:15:48.799
them? What do they like? What don't they like?
00:15:49.220 --> 00:15:51.240
Whatever we can bring to the table for the client
00:15:51.240 --> 00:15:55.419
to understand that piece of it and consult with
00:15:55.419 --> 00:15:57.639
them and get them to where the talent doesn't
00:15:57.639 --> 00:16:00.000
leave. So there's that engagement piece. So there's
00:16:00.000 --> 00:16:02.580
just a process. We have a five -engine process
00:16:02.580 --> 00:16:06.659
that we always consult with our clients. One
00:16:06.659 --> 00:16:08.720
of the things I'm seeing in the insurance space
00:16:08.720 --> 00:16:10.960
is, especially your larger carriers, is they're
00:16:10.960 --> 00:16:12.960
in the contact center space. They don't call
00:16:12.960 --> 00:16:14.659
it a call center. They're probably calling it
00:16:14.659 --> 00:16:16.799
an operation center, an insurance center, whatever
00:16:16.799 --> 00:16:19.600
that space is. And they have a piece of call
00:16:19.600 --> 00:16:21.679
center agents. They also have license agents.
00:16:21.799 --> 00:16:23.639
They have claims. They have all the different
00:16:23.639 --> 00:16:27.639
pieces. That's for service. All of it. being
00:16:27.639 --> 00:16:31.860
able to look at the center in a totality and
00:16:31.860 --> 00:16:34.460
knowing, hey, here's where you're at risk of
00:16:34.460 --> 00:16:37.059
high turnover. Here's where you want to really
00:16:37.059 --> 00:16:39.399
look at your wages versus your environment or
00:16:39.399 --> 00:16:42.440
culture. One of the things, and I'll have Christina
00:16:42.440 --> 00:16:44.360
touch on our voice of the American workforce,
00:16:44.559 --> 00:16:48.120
I think you started mentioning that. our company
00:16:48.120 --> 00:16:50.440
does the largest they call it the largest hourly
00:16:50.440 --> 00:16:54.100
survey but we serve we survey all of our employees
00:16:54.100 --> 00:16:56.539
whether we've placed them direct hire which most
00:16:56.539 --> 00:16:59.980
license agents are coming in direct hire so our
00:16:59.980 --> 00:17:02.000
call center agents that start out in insurance
00:17:02.000 --> 00:17:04.240
to get their license we're placing them direct
00:17:04.240 --> 00:17:07.180
hire and whether they're direct hire or come
00:17:07.180 --> 00:17:09.420
in contract to hire or perform to hire we call
00:17:09.420 --> 00:17:12.900
it we survey them and we ask them you know, why
00:17:12.900 --> 00:17:15.140
do you go to your job? Why do you pick this job?
00:17:15.200 --> 00:17:17.000
Why do you stay at this job? Why do you leave
00:17:17.000 --> 00:17:20.559
this job? And we put that survey together and
00:17:20.559 --> 00:17:22.519
we'll actually have Kristi and I will host a
00:17:22.519 --> 00:17:25.200
webinar where we'll give that information out.
00:17:25.799 --> 00:17:28.160
So anyone who's out there that is in the insurance
00:17:28.160 --> 00:17:30.240
space, you'll want to hear the results from that
00:17:30.240 --> 00:17:32.079
because we're going to be doing that in the next
00:17:32.079 --> 00:17:35.099
probably 30 to 45 days. And you'll want to hear
00:17:35.099 --> 00:17:37.259
why people do take your job and why they want
00:17:37.259 --> 00:17:41.059
to stay at the job. And it's not always. pay.
00:17:41.480 --> 00:17:43.619
Actually, the number one reason or attribute
00:17:43.619 --> 00:17:47.559
people looked this year in our survey is remote
00:17:47.559 --> 00:17:49.880
and hybrid. So that was the number one response.
00:17:50.180 --> 00:17:56.000
By 50 % of our 507 respondents was remote and
00:17:56.000 --> 00:17:59.640
hybrid. Pay was number two. And it's funny you
00:17:59.640 --> 00:18:01.720
ask what the difference between a call center
00:18:01.720 --> 00:18:04.000
and a contact center is. When I first came on
00:18:04.000 --> 00:18:06.140
board with Michelle, I was like, OK, so I staffed
00:18:06.140 --> 00:18:09.240
for call centers. What is the difference in a
00:18:09.240 --> 00:18:11.380
call center and a contact center? And I think
00:18:11.380 --> 00:18:16.019
it's very much the same thing, except now a contact
00:18:16.019 --> 00:18:18.619
center is going to encompass maybe it's emailing.
00:18:18.640 --> 00:18:21.759
Maybe you email in like... where I get my car
00:18:21.759 --> 00:18:23.539
washed and the anthem. I have a membership and
00:18:23.539 --> 00:18:25.299
they don't have an 800 number. They don't have
00:18:25.299 --> 00:18:27.119
anywhere you can call into. Everything is email.
00:18:27.319 --> 00:18:29.799
Well, it's emailing into some kind of a contact
00:18:29.799 --> 00:18:33.420
center. Maybe it's chat. So if you go on to most
00:18:33.420 --> 00:18:35.400
companies that will have a chat option. So maybe
00:18:35.400 --> 00:18:37.660
there's an agent on the other end that's doing
00:18:37.660 --> 00:18:41.700
chat. Then there might be. Just your level one
00:18:41.700 --> 00:18:44.640
like what is your billing address or an AI is
00:18:44.640 --> 00:18:47.799
kind of taken some of that but really the contact
00:18:47.799 --> 00:18:50.180
center as a whole can be any way that you're
00:18:50.180 --> 00:18:53.940
communicating with a company. And it could be
00:18:53.940 --> 00:18:56.599
I had to kind of wrap my brain around. I was
00:18:56.599 --> 00:18:59.859
thinking call center, like I worked for an airline
00:18:59.859 --> 00:19:02.460
in my early 20s in their in their reservations.
00:19:02.460 --> 00:19:04.619
And as you can imagine, I was not very good because
00:19:04.619 --> 00:19:07.019
you had to sit at your desk and wear a headset
00:19:07.019 --> 00:19:09.119
and only have 20 minutes of idle a day. And that
00:19:09.119 --> 00:19:11.200
just did not work. I can't do that. No, I couldn't
00:19:11.200 --> 00:19:13.819
do it. But I thought contact center would be
00:19:13.819 --> 00:19:17.119
hundreds of people. But it really could be this
00:19:17.119 --> 00:19:19.420
could be considered a contact center where you
00:19:19.420 --> 00:19:23.299
have 10 people. So it could be any The size doesn't
00:19:23.299 --> 00:19:25.539
really matter. It's what's happening behind those
00:19:25.539 --> 00:19:27.839
four walls is what makes it a contact center.
00:19:28.039 --> 00:19:32.940
That makes sense. And it sounds better. I it
00:19:32.940 --> 00:19:35.259
does sound better than call center. Yes, I think
00:19:35.259 --> 00:19:38.559
I work in a contact center. Well, and I there's
00:19:38.559 --> 00:19:41.940
a lot of there has been, at least for me, negative
00:19:41.940 --> 00:19:43.940
connotation between I have to call, you know,
00:19:44.039 --> 00:19:46.599
I'm just getting into a call center. Yes. But
00:19:46.599 --> 00:19:49.710
if it's a contact center, it's a a little different
00:19:49.710 --> 00:19:51.970
kind of feeling of, OK, I'm going to be taken
00:19:51.970 --> 00:19:55.230
care of. This is a place where I can go to handle
00:19:55.230 --> 00:19:58.869
those tasks that I need to do as opposed to,
00:19:58.869 --> 00:20:00.589
oh, I'm just going to get transferred and I'm
00:20:00.589 --> 00:20:03.069
going to wait on hold for 30 minutes. And so
00:20:03.069 --> 00:20:07.690
I it's the mental shift of just making it make
00:20:07.690 --> 00:20:11.130
sense for the consumer and then just having a
00:20:11.130 --> 00:20:13.650
better placement opportunity. And we didn't talk.
00:20:13.750 --> 00:20:15.630
Michelle and I were talking earlier about why
00:20:15.630 --> 00:20:18.990
we only do. onshore and not offshore. And I'm
00:20:18.990 --> 00:20:20.430
going to kind of let you talk about that, because
00:20:20.430 --> 00:20:24.109
it's really important in the insurance industry,
00:20:24.150 --> 00:20:26.910
I feel like, between insurance and health care,
00:20:27.250 --> 00:20:30.230
why we would never even consider, I don't think,
00:20:30.589 --> 00:20:33.769
going offshore. No, and offshore is an opportunity
00:20:33.769 --> 00:20:36.849
for when you think about a very simple customer
00:20:36.849 --> 00:20:41.289
problem. Offshore is very popular. a lot less
00:20:41.289 --> 00:20:43.529
expensive than it is in the domestic space or
00:20:43.529 --> 00:20:45.809
onshore. But when you think about your licensed
00:20:45.809 --> 00:20:48.309
agent, there's that, first of all, that skill,
00:20:48.430 --> 00:20:50.750
they need to have their license, and it's very
00:20:50.750 --> 00:20:54.750
regulated. So you're regulated, you are compliance,
00:20:54.849 --> 00:20:56.269
you have to have tight compliance, and you need
00:20:56.269 --> 00:20:58.809
to have that licensing. And it's that critical
00:20:58.809 --> 00:21:02.809
thinking. And that is why this is so great when
00:21:02.809 --> 00:21:06.009
you think about your challenges hiring people.
00:21:06.430 --> 00:21:08.450
is one of the biggest challenges is you have
00:21:08.450 --> 00:21:11.329
to be onshore. You can't you can't go even more
00:21:11.329 --> 00:21:14.549
remote or more off offshore. So for us, also,
00:21:14.549 --> 00:21:16.950
it helps because we have a lot of we don't go
00:21:16.950 --> 00:21:20.589
offshore. All of our insurance agents are onshore
00:21:20.589 --> 00:21:24.630
and domestic. So that's why it's just it's nice
00:21:24.630 --> 00:21:27.250
to have that. That's a good match as well. We're
00:21:27.250 --> 00:21:29.329
not going to see the offshore as much. And it's
00:21:29.329 --> 00:21:31.390
a protection for you all as well because you
00:21:31.390 --> 00:21:33.670
are regulated and it is a specialty and it's
00:21:33.670 --> 00:21:37.059
skilled. That's why you always have the need
00:21:37.059 --> 00:21:40.259
for staff on shore and not having to go offshore.
00:21:40.640 --> 00:21:43.680
Yeah. You won't compete as much. And for the,
00:21:43.859 --> 00:21:48.519
you mentioned bringing in unlicensed agents into
00:21:48.519 --> 00:21:50.779
a con, not an unlicensed agent, because that
00:21:50.779 --> 00:21:52.819
would just be an unlicensed individual until
00:21:52.819 --> 00:21:55.619
they become an agent. However, you bring them
00:21:55.619 --> 00:21:59.019
into these contact centers and now do you help
00:21:59.019 --> 00:22:01.859
them get the license or through the contact center?
00:22:01.900 --> 00:22:04.759
How does that process work? It's a great question.
00:22:06.240 --> 00:22:07.759
That's one thing we're trying to figure out.
00:22:08.500 --> 00:22:10.279
We've had these working sessions trying to figure
00:22:10.279 --> 00:22:12.380
out how can we do it and make it cost effective,
00:22:12.519 --> 00:22:14.180
where we could actually get their license for
00:22:14.180 --> 00:22:16.839
them. It's been difficult on our end, something
00:22:16.839 --> 00:22:18.900
we're still looking into. Right now, we're partnering
00:22:18.900 --> 00:22:21.460
with the carriers to do it. They're bringing
00:22:21.460 --> 00:22:23.700
in the class, like you were talking about classes
00:22:23.700 --> 00:22:28.160
earlier. They might bring in 20 people, and they're
00:22:28.160 --> 00:22:31.140
screened for specific skills, though, that they
00:22:31.140 --> 00:22:34.410
want. that contact center agent have. Even though
00:22:34.410 --> 00:22:36.130
they don't have their license, there are things
00:22:36.130 --> 00:22:39.890
they do want. Sales is one of those. We use assessments
00:22:39.890 --> 00:22:42.750
to even test those soft skills on the sales side.
00:22:43.609 --> 00:22:45.730
If we're doing any contacts on our workers who
00:22:45.730 --> 00:22:48.049
have upsold, they're great candidates for this.
00:22:48.410 --> 00:22:51.910
It also is a great opportunity to build a career.
00:22:52.309 --> 00:22:54.430
And when you think about that voice to the American
00:22:54.430 --> 00:22:56.349
workforce, one of the things, one of the questions
00:22:56.349 --> 00:23:00.410
we ask is, is this the industry you want to be
00:23:00.410 --> 00:23:03.269
in? Like what, is this something you want to
00:23:03.269 --> 00:23:07.289
be in the rest of your career? 79 % of our respondents
00:23:07.289 --> 00:23:09.910
said yes. So they are in space, whether it's
00:23:09.910 --> 00:23:12.190
the healthcare or the insurance space, where
00:23:12.190 --> 00:23:15.309
this is the career they want. So having that
00:23:15.309 --> 00:23:18.369
career path is huge for your insurance. Like
00:23:18.369 --> 00:23:20.789
if you bring in those contact center Asians,
00:23:20.890 --> 00:23:22.789
you have the right skill set and you can train
00:23:22.789 --> 00:23:25.430
them and get their license, then they're gonna
00:23:25.430 --> 00:23:28.529
be with you for a long time, which is nice. And
00:23:28.529 --> 00:23:29.950
then you can train them however you want them
00:23:29.950 --> 00:23:32.369
to. I think that's that's kind of it. You can
00:23:32.369 --> 00:23:35.049
mold them into your culture and your I mean,
00:23:35.549 --> 00:23:38.809
the the hard skills. You can tell us all day
00:23:38.809 --> 00:23:40.130
long what you want. Our recruiters are going
00:23:40.130 --> 00:23:43.329
to find those. But the soft skills is where it's
00:23:43.329 --> 00:23:45.750
you can train them to what you like. How are
00:23:45.750 --> 00:23:47.809
they going to fit into your culture and that
00:23:47.809 --> 00:23:50.069
kind of thing? So I think I think that's really
00:23:50.069 --> 00:23:51.730
what another thing that we're really good at
00:23:51.730 --> 00:23:55.220
doing. Yeah. Yeah. I always tell my clients,
00:23:55.579 --> 00:23:58.160
do not judge us on our first recruitment because
00:23:58.160 --> 00:24:00.400
we're going to work together and learn each other.
00:24:00.559 --> 00:24:02.359
It's kind of like Christina came and now she's
00:24:02.359 --> 00:24:05.440
back. She knows where... I know. I left Michelle
00:24:05.440 --> 00:24:09.740
and went to a very large publicly held firm as
00:24:09.740 --> 00:24:13.420
a branch manager over four divisions and quickly
00:24:13.420 --> 00:24:17.680
realized I had made a massive mistake. I mean,
00:24:17.680 --> 00:24:20.240
it was... Remex has always just been so great
00:24:20.240 --> 00:24:22.720
in the industry and... in that boutique feel
00:24:22.720 --> 00:24:25.380
and more of a, I'm just more of a mom and pop
00:24:25.380 --> 00:24:27.700
person. So it is nice to come back because we
00:24:27.700 --> 00:24:29.279
do know our clients. We do know what their needs
00:24:29.279 --> 00:24:31.619
are. We go out and visit their, like we came
00:24:31.619 --> 00:24:33.359
here and visited to see what the culture looks
00:24:33.359 --> 00:24:34.920
like. And you just don't really - Which I think
00:24:34.920 --> 00:24:36.640
is how we ended up sitting in these chairs. I
00:24:36.640 --> 00:24:38.940
know, it is how we ended up here. Christina saw
00:24:38.940 --> 00:24:41.839
the studio and said, Hey, what is this? And they
00:24:41.839 --> 00:24:43.680
said, you want to come on? And then they wrote
00:24:43.680 --> 00:24:45.079
me, they're like, Michelle, you've got to do
00:24:45.079 --> 00:24:47.160
it. I'm like, I've never done a podcast. Okay,
00:24:47.160 --> 00:24:49.119
I'll do a podcast, but it's - And I think the
00:24:49.119 --> 00:24:50.619
larger firms don't do that. They just don't have
00:24:50.619 --> 00:24:52.640
the time. They don't they could make the time,
00:24:52.640 --> 00:24:55.299
but I just don't think they really for them.
00:24:55.299 --> 00:24:57.299
It's just about the bottom line and for us It's
00:24:57.299 --> 00:25:00.599
just not we really like my clients become my
00:25:00.599 --> 00:25:03.180
family. Yes. I want to know everything about
00:25:03.180 --> 00:25:05.880
them I mean, I mean, I'm a question seeker by
00:25:05.880 --> 00:25:08.740
nature. So I was why you're good I know I'll
00:25:08.740 --> 00:25:10.579
go to lunch and like I did like I asked you like
00:25:10.579 --> 00:25:11.859
would you have kids and what are they doing?
00:25:12.180 --> 00:25:16.079
I just am very curious about other people. And
00:25:16.079 --> 00:25:18.220
I don't think the larger firms, even though we're
00:25:18.220 --> 00:25:21.019
the largest, some of the other larger firms,
00:25:22.700 --> 00:25:26.660
they just don't do that. Yeah. And it was important
00:25:26.660 --> 00:25:30.180
to us to bring you in here so you could see where
00:25:30.180 --> 00:25:33.839
you're placing. Yes. So now you feel comfortable,
00:25:34.059 --> 00:25:36.140
like, I know you're going to a good home, because
00:25:36.140 --> 00:25:39.740
that's what we want people to stay. We don't
00:25:39.740 --> 00:25:43.099
want people to leave. We want lifers, as we say.
00:25:43.480 --> 00:25:45.579
Like, Dan and I always say we'd love people to
00:25:45.579 --> 00:25:49.000
retire with us. Like, that's our goal. And so
00:25:49.000 --> 00:25:51.839
we do internal surveys here you talked about.
00:25:51.940 --> 00:25:54.980
We'll get to that survey, but we want to know,
00:25:55.180 --> 00:25:59.299
what is it? What makes you stay here? And for
00:25:59.299 --> 00:26:03.019
a while, remote work was something that we were
00:26:03.019 --> 00:26:04.619
like, no, we're not going to do it. And then
00:26:04.619 --> 00:26:07.599
of course, COVID happened and we were all forced
00:26:07.599 --> 00:26:11.500
into remote work. And then it became, okay, well,
00:26:11.599 --> 00:26:15.440
let's try hybrid. And now we realized that if
00:26:15.440 --> 00:26:19.039
we branch off and we have a larger pool of candidates,
00:26:19.259 --> 00:26:22.940
if we do - For sure. allow for that remote space,
00:26:23.000 --> 00:26:25.000
which took a while for Dan. Dan likes to see
00:26:25.000 --> 00:26:27.660
a full house. He likes to see the production
00:26:27.660 --> 00:26:31.579
and the buzz around, which I love too, but it
00:26:31.579 --> 00:26:36.289
goes back to what's important to your... your
00:26:36.289 --> 00:26:39.390
workforce, your employees. And so that's a good
00:26:39.390 --> 00:26:42.329
segue into the, it's the voice of America. It's
00:26:42.329 --> 00:26:44.650
the American workforce voice of the American
00:26:44.650 --> 00:26:48.089
workforce. How often do you do these surveys?
00:26:48.470 --> 00:26:51.029
It's annual. Okay. And we've been doing it a
00:26:51.029 --> 00:26:53.109
lot. I don't, I forgot the amount of years we've
00:26:53.109 --> 00:26:55.630
been doing it. Longest longest running survey,
00:26:55.849 --> 00:26:58.269
I believe in the U S though, it is the longest
00:26:58.269 --> 00:27:02.109
running and we've been around for 75 years. So
00:27:02.109 --> 00:27:05.170
it's gotta be that long. Yeah. Yeah. And we,
00:27:05.160 --> 00:27:09.079
We niche out, like I said, we're specialties.
00:27:09.119 --> 00:27:12.099
So we have our own survey for the contact center
00:27:12.099 --> 00:27:14.660
space, which I had mentioned earlier. So our
00:27:14.660 --> 00:27:16.579
light industrial blue collar worker, we have
00:27:16.579 --> 00:27:19.339
a special survey with them, but a lot of the
00:27:19.339 --> 00:27:21.720
themes can be the same. The results can be very
00:27:21.720 --> 00:27:23.279
different though, which is interesting because
00:27:23.279 --> 00:27:25.839
in our manufacturing space, they're on site.
00:27:26.099 --> 00:27:28.599
They're not doing remote work as much. So pay
00:27:28.599 --> 00:27:30.400
is their number one when you think about their
00:27:30.400 --> 00:27:34.779
jobs. Location, travel time, things like that.
00:27:35.250 --> 00:27:37.470
Ours, we don't see as much of that. It's more
00:27:37.470 --> 00:27:39.930
that ever since COVID, that's what we've seen.
00:27:40.410 --> 00:27:42.730
I mean, I want to say 5 % of our workforce was
00:27:42.730 --> 00:27:48.170
remote pre -COVID. Post -COVID now, 79 % of my
00:27:48.170 --> 00:27:51.309
workforce is remote. It's crazy. I went remote
00:27:51.309 --> 00:27:54.369
in 2011. And I remember, and you've known me
00:27:54.369 --> 00:27:57.630
a lot longer than that. So when I took a job
00:27:57.630 --> 00:28:00.529
that was remote, I remember thinking, I'm going
00:28:00.529 --> 00:28:03.049
to hate this. I'm going to hate this. I'm never
00:28:03.049 --> 00:28:05.519
going to get to talk to anybody. I'm going to
00:28:05.519 --> 00:28:07.599
miss that social piece of it. And then I quickly
00:28:07.599 --> 00:28:10.400
realized, I just talk to more people. I mean,
00:28:10.539 --> 00:28:13.180
when you're in person, you've got five people
00:28:13.180 --> 00:28:15.779
to talk to. Now that I'm remote, I talk to 100
00:28:15.779 --> 00:28:20.619
people. So you just kind of have to make it work.
00:28:20.660 --> 00:28:22.799
And you work more when you work remotely. So
00:28:22.799 --> 00:28:25.940
you get actually more out of your workforce when
00:28:25.940 --> 00:28:29.380
they work remote. I never take an hour lunch.
00:28:29.519 --> 00:28:32.480
I mean, unless you're regulated and they have
00:28:32.480 --> 00:28:34.559
to clock in and clock out and that sort of thing,
00:28:35.079 --> 00:28:38.500
I just feel like remote, you do get more kind
00:28:38.500 --> 00:28:40.180
of bang for your buck, if you will, because it
00:28:40.180 --> 00:28:42.420
will work more. Yeah, I know when I'm remote.
00:28:42.700 --> 00:28:45.619
I just sit there and I am like, oh, I need to
00:28:45.619 --> 00:28:49.160
get up. Like I'm losing circulation and I need
00:28:49.160 --> 00:28:54.809
to move. And so I but I am more efficient. When
00:28:54.809 --> 00:28:58.890
I'm remote, I do love the interaction between
00:28:58.890 --> 00:29:01.789
everyone in the office. But we have a nice hybrid
00:29:01.789 --> 00:29:06.650
schedule happening here. But it does open you
00:29:06.650 --> 00:29:08.369
up to getting better candidates. Because what
00:29:08.369 --> 00:29:12.349
if Becky sits in Oklahoma, and she's outstanding,
00:29:12.450 --> 00:29:15.329
and she moved there to be closer to family, and
00:29:15.329 --> 00:29:18.269
if you're only wanting a 15 -mile radius of your
00:29:18.269 --> 00:29:22.170
office, you're going to miss out on her. and
00:29:22.170 --> 00:29:25.250
going through us, we have access to her. We're
00:29:25.250 --> 00:29:27.269
going to find her. She may have actually already
00:29:27.269 --> 00:29:29.450
worked for us on another assignment. So we know
00:29:29.450 --> 00:29:32.230
her attendance history. We know how many words
00:29:32.230 --> 00:29:34.509
she types a minute. We know what she wants an
00:29:34.509 --> 00:29:38.359
hour. We know her production. So it just. It
00:29:38.359 --> 00:29:40.259
sounds like people get so scared when they hear
00:29:40.259 --> 00:29:42.220
I don't want to use a staffing agency. It costs
00:29:42.220 --> 00:29:45.359
too much money It's actually a cost savings in
00:29:45.359 --> 00:29:47.640
the long run and even sometimes in the short
00:29:47.640 --> 00:29:50.299
run because if you post an ad and then somebody
00:29:50.299 --> 00:29:52.440
else is doing the interviews and you got to carve
00:29:52.440 --> 00:29:55.500
time away from what your actual job is and if
00:29:55.500 --> 00:29:58.490
interviewing is not what you're what you do.
00:29:58.609 --> 00:29:59.569
Well, you don't even know what you're looking
00:29:59.569 --> 00:30:02.869
for. So you hire that person and then they fall
00:30:02.869 --> 00:30:05.690
off. But you hire him because and I'm not a recruiter.
00:30:05.869 --> 00:30:08.089
I will tell you, I did recruiting for about a
00:30:08.089 --> 00:30:10.809
minute and I learned very quickly that I'm not
00:30:10.809 --> 00:30:13.549
because I made those mistakes. I would I run
00:30:13.549 --> 00:30:15.210
back to my desk and go, somebody go interview
00:30:15.210 --> 00:30:17.430
Becky in room three. She's fantastic. And they'd
00:30:17.430 --> 00:30:19.690
come back out and go. She worked on a cruise
00:30:19.690 --> 00:30:22.470
ship for six years. What is she fantastic at?
00:30:22.769 --> 00:30:25.869
And I'm like, I just love her. She's great. That
00:30:25.869 --> 00:30:28.109
was exactly what it was. I was like, she did
00:30:28.109 --> 00:30:29.769
the finances on the ship, though. And they're
00:30:29.769 --> 00:30:34.269
like, no, Christina, stay in your lane. So I'm
00:30:34.269 --> 00:30:36.869
not a recruiter because I'm not good at it. I'm
00:30:36.869 --> 00:30:39.509
really not good at it. And that's typically what
00:30:39.509 --> 00:30:44.430
you find in corporate is They're not somebody
00:30:44.430 --> 00:30:47.269
else's, especially small business. It might be
00:30:47.269 --> 00:30:49.589
HR controller recruiter is all one position.
00:30:49.710 --> 00:30:51.210
They're not good at the recruiting piece. They
00:30:51.210 --> 00:30:53.509
just want to fill the role. Right. And it doesn't
00:30:53.509 --> 00:30:56.190
work. So you're actually spending more money
00:30:56.190 --> 00:31:00.029
to backfill constantly. So using our team, especially
00:31:00.029 --> 00:31:03.029
for your types of roles, it just works. It just
00:31:03.029 --> 00:31:05.549
it's a cost savings. Yeah. And I like what you
00:31:05.549 --> 00:31:07.890
said about so every year you have annual room.
00:31:08.140 --> 00:31:11.740
You have annual enrollment and we do projects
00:31:11.740 --> 00:31:14.420
for seasonal work from October to December. We
00:31:14.420 --> 00:31:17.460
do them direct hire Sometimes we knew in contract
00:31:17.460 --> 00:31:21.259
But we then can see how good they were like what
00:31:21.259 --> 00:31:24.579
their incentive pay was if they you know, close
00:31:24.579 --> 00:31:26.960
the deals that they wanted them to close. And
00:31:26.960 --> 00:31:29.079
then they don't. The opportunity doesn't. They
00:31:29.079 --> 00:31:31.000
can't stay at the position, but we can then take
00:31:31.000 --> 00:31:32.920
them to market and go get them a permanent job,
00:31:32.940 --> 00:31:35.119
maybe with your company, where we can say, hey,
00:31:35.119 --> 00:31:37.480
we've worked with them. They did a great job.
00:31:38.259 --> 00:31:40.680
The client, the reference check we have directly
00:31:40.680 --> 00:31:43.579
from our clients. So that's the opportunity we
00:31:43.579 --> 00:31:46.740
have to is to maximize their opportunity to get
00:31:46.740 --> 00:31:49.160
a job to full time, because you always have annual
00:31:49.160 --> 00:31:52.279
enrollment every year. You have people looking.
00:31:52.440 --> 00:31:55.400
I mean, my husband's always online every year.
00:31:55.680 --> 00:31:57.420
Where are we going to go with the car insurance?
00:31:57.880 --> 00:32:00.480
Yeah. We're getting ready to retire. Where are
00:32:00.480 --> 00:32:06.240
we going to get our softwares? Yeah. I'm jumping
00:32:06.240 --> 00:32:08.900
topics here, but I don't want to miss it because
00:32:08.900 --> 00:32:13.880
you had mentioned AI. And AI is just touching
00:32:13.880 --> 00:32:17.759
every industry. So just curious to see how it's
00:32:17.759 --> 00:32:24.160
touching. the landscape in the staffing, recruiting,
00:32:24.359 --> 00:32:27.500
sale industries. It's kind of a, from a sales
00:32:27.500 --> 00:32:31.240
perspective, it's, I go, I vacillate back and
00:32:31.240 --> 00:32:34.740
forth between it being terrifying and going bring
00:32:34.740 --> 00:32:38.200
it because it's never, at first you think it's
00:32:38.200 --> 00:32:40.380
going to replace the workers that are inside
00:32:40.380 --> 00:32:42.160
of the contact center. It's going to replace
00:32:42.160 --> 00:32:45.740
them. But then, call into a contact center that's
00:32:45.740 --> 00:32:48.579
using AI and you're quickly reminded that it's
00:32:48.579 --> 00:32:50.400
not, because there are going to be people that
00:32:50.400 --> 00:32:53.720
always need to talk to a live person. You're
00:32:53.720 --> 00:32:55.960
not always going to get your question answered.
00:32:56.400 --> 00:33:00.960
So I feel like it's going to possibly replace
00:33:00.960 --> 00:33:04.839
that level one. What's the billing address? What's
00:33:04.839 --> 00:33:06.720
my account number? I just need to make a payment.
00:33:06.900 --> 00:33:10.259
You're very simple things that need to be done.
00:33:10.920 --> 00:33:15.410
But if Jim is wanting to do Every year and get
00:33:15.410 --> 00:33:18.470
a quote he might want to talk to somebody so
00:33:18.470 --> 00:33:21.890
I I'm not I'm not afraid I was a little nervous
00:33:21.890 --> 00:33:24.210
coming coming back and thinking oh gosh, you
00:33:24.210 --> 00:33:27.170
know, I'm coming back I joined staffing in oh
00:33:27.170 --> 00:33:30.210
nine when when the mortgage industry failed and
00:33:30.210 --> 00:33:34.910
the world was you know, barely hanging on and
00:33:34.910 --> 00:33:38.130
I did great and here I'm gonna join contact center
00:33:38.130 --> 00:33:41.490
when AI is taking over like I just I Missed the
00:33:41.490 --> 00:33:44.509
wave every time but it's not I just don't think
00:33:44.509 --> 00:33:46.609
it's never going to replace a licensed agent.
00:33:48.289 --> 00:33:50.369
In health care, you're never going to be able
00:33:50.369 --> 00:33:55.210
to have AI talking to a boomer about their medication,
00:33:55.369 --> 00:33:57.769
how to take it. I think that's going to go over
00:33:57.769 --> 00:34:00.750
well. Yeah, it's not going to work. And even
00:34:00.750 --> 00:34:03.369
the same thing with offshore. I think I told
00:34:03.369 --> 00:34:07.130
you I had some medical stuff done, and I thought
00:34:07.130 --> 00:34:08.869
I was all clear. And then they sent me a letter
00:34:08.869 --> 00:34:10.590
saying, we need you to come back for more testing.
00:34:10.869 --> 00:34:13.619
So I called to make an appointment. But I also
00:34:13.619 --> 00:34:15.599
had questions like, why am I coming back in?
00:34:15.659 --> 00:34:17.219
You guys have already said I'm good. And it was
00:34:17.219 --> 00:34:19.519
an offshore person. So I'm trying to talk to
00:34:19.519 --> 00:34:22.780
them about my personal medical. And it's somebody
00:34:22.780 --> 00:34:25.980
that's not even on shore. So she had no idea.
00:34:26.000 --> 00:34:28.619
And I was so frustrated. And I hung up. And I
00:34:28.619 --> 00:34:30.280
was like, yeah, it's never going to go away.
00:34:30.460 --> 00:34:32.079
We're going to have contact centers forever with
00:34:32.079 --> 00:34:35.860
live people. There's no way AI can replace everything.
00:34:36.159 --> 00:34:38.119
It's going to replace some, but not. I think
00:34:38.119 --> 00:34:41.329
getting your. if someone's wanting to get insurance
00:34:41.329 --> 00:34:44.090
and qualifying them, saying, hey, fill out this
00:34:44.090 --> 00:34:46.670
form. It's going to come into the queue, and
00:34:46.670 --> 00:34:48.190
then someone's going to reach out and call you.
00:34:48.349 --> 00:34:51.170
Because you're going to have to talk through
00:34:51.170 --> 00:34:54.289
the different options. And I just don't think
00:34:54.289 --> 00:34:57.309
AI is equipped for that yet. In your revenue
00:34:57.309 --> 00:34:59.469
generating seats, your salespeople, I always
00:34:59.469 --> 00:35:02.369
tell my kids, they're always like, mom, my husband
00:35:02.369 --> 00:35:05.889
and I are both in sales. I want to make, I'd
00:35:05.889 --> 00:35:09.150
love to make money, but. I don't want to do sales.
00:35:09.289 --> 00:35:10.829
I'm like, well, that's what we do. I'm sorry.
00:35:11.090 --> 00:35:13.070
Sales is just something that you're always going
00:35:13.070 --> 00:35:15.030
to need. It's a skill that's very hard to do.
00:35:15.570 --> 00:35:18.690
It's different. But sales is a good skill set
00:35:18.690 --> 00:35:20.750
where you can earn your you don't have to cap
00:35:20.750 --> 00:35:22.769
your amount that you can earn. And that's what
00:35:22.769 --> 00:35:24.989
I think of when I think about the insurance positions
00:35:24.989 --> 00:35:27.510
and the AI. I think it's going to be a lot of
00:35:27.510 --> 00:35:30.650
assistance. it'll assist the agent. It'll help
00:35:30.650 --> 00:35:34.369
with technology questions. One thing AI does
00:35:34.369 --> 00:35:36.550
really well in contact center space is when that
00:35:36.550 --> 00:35:38.730
call is coming in or someone's needing something,
00:35:38.789 --> 00:35:41.250
it can read what they've done in the past with
00:35:41.250 --> 00:35:43.610
you or your company. Hey, this person called
00:35:43.610 --> 00:35:46.670
in before and here's a printout of what you spoke
00:35:46.670 --> 00:35:49.059
about. So you can get on the phone with them
00:35:49.059 --> 00:35:51.099
and cut through the red tape and go right to
00:35:51.099 --> 00:35:53.099
maybe what they need. So I think it's an assist.
00:35:53.260 --> 00:35:55.360
I wouldn't call it a replacement. To Christina's
00:35:55.360 --> 00:35:57.920
point, I think you're easy entry level type things.
00:35:58.980 --> 00:36:02.280
Where's my package with Amazon? I think it's
00:36:02.280 --> 00:36:06.739
all chat. I mean, chat, chat. I love chat. I'll
00:36:06.739 --> 00:36:08.760
be honest. That's the first place I go to when
00:36:08.760 --> 00:36:11.920
I ask is the chat. I'll do it all day long. I
00:36:11.920 --> 00:36:14.980
was just at a conference and one of our clients
00:36:15.900 --> 00:36:17.599
She was saying that they're going to get rid
00:36:17.599 --> 00:36:22.940
of the email option because it's costly and it
00:36:22.940 --> 00:36:25.260
really is not helpful. And that's what that that
00:36:25.260 --> 00:36:27.559
car wash that I have that I go back to is you
00:36:27.559 --> 00:36:29.280
have to send in your email question and then
00:36:29.280 --> 00:36:31.239
they get back to you within 72 hours. Well, the
00:36:31.239 --> 00:36:33.619
question it's not proficient. So they respond
00:36:33.619 --> 00:36:35.199
back. They don't really even understand your
00:36:35.199 --> 00:36:37.380
question. So now you've answered again with another
00:36:37.380 --> 00:36:39.719
question. They'll take another 72 hours like
00:36:39.719 --> 00:36:42.949
the email option is just not. That's going to
00:36:42.949 --> 00:36:44.849
go away for sure. So then you're going to have
00:36:44.849 --> 00:36:47.869
chat and live. I think the email, most companies
00:36:47.869 --> 00:36:50.309
are going to get rid of that email. Yeah, we
00:36:50.309 --> 00:36:53.409
use it for engagement on the contact center side.
00:36:54.869 --> 00:36:58.809
We love it. It's helped us, especially in a remote
00:36:58.809 --> 00:37:02.309
workforce, twofold. It gives responses to any
00:37:02.309 --> 00:37:04.329
of our associates out working. We call them associates,
00:37:04.349 --> 00:37:06.630
our employees. If they have a question, we answer
00:37:06.630 --> 00:37:09.849
it right away. didn't get the answer, they can
00:37:09.849 --> 00:37:12.550
opt out and we'll call them right away. The other
00:37:12.550 --> 00:37:14.250
piece is it will engage with them to find out
00:37:14.250 --> 00:37:16.889
how they're feeling on the job. So I think AI
00:37:16.889 --> 00:37:20.289
can also help with, you know, your people when
00:37:20.289 --> 00:37:22.309
you have a sales team and wanting, you were saying
00:37:22.309 --> 00:37:24.570
you do surveys. This is better than surveys.
00:37:24.610 --> 00:37:28.090
Retention tasks. It's retention and it's instant.
00:37:28.269 --> 00:37:30.449
You find out exactly how they're feeling. I love
00:37:30.449 --> 00:37:32.449
that. So you get done with a training class and
00:37:32.449 --> 00:37:34.769
you want to find out, you know, how everything's
00:37:34.769 --> 00:37:37.179
going. the chat will talk to them, they do it
00:37:37.179 --> 00:37:39.539
through, they love the text messaging. Everybody
00:37:39.539 --> 00:37:41.340
loves text messaging. That's how we get all of
00:37:41.340 --> 00:37:42.940
our interviews set up, I think, is through text.
00:37:43.500 --> 00:37:45.860
And they'll say to them, hey, your first paycheck,
00:37:46.019 --> 00:37:47.119
what are you going to do for the weekend? And
00:37:47.119 --> 00:37:49.260
it starts engaging and getting the feel of how
00:37:49.260 --> 00:37:51.099
they're feeling about their job. And it gives
00:37:51.099 --> 00:37:54.320
you that instant communication so you can...
00:37:54.329 --> 00:37:56.349
immediately address any issues that might be
00:37:56.349 --> 00:37:58.449
coming, so you don't lose that candidate and
00:37:58.449 --> 00:38:00.670
have to replace them. It's a lot, like Christina
00:38:00.670 --> 00:38:03.489
mentioned, it's costly. It is costly. It's a
00:38:03.489 --> 00:38:06.909
huge retention. Yeah, huge retention. I didn't
00:38:06.909 --> 00:38:08.969
think about that on the retention side of things,
00:38:09.309 --> 00:38:12.690
that instant, like, how's it going? Great. If
00:38:12.690 --> 00:38:14.630
it's not going, ah, but you can address it right
00:38:14.630 --> 00:38:16.530
away. Right away. Yeah. And on the recruiting
00:38:16.530 --> 00:38:19.590
side, we can use AI, but I still... with all
00:38:19.590 --> 00:38:21.449
the fraud that's out there, that interviewing
00:38:21.449 --> 00:38:24.429
is still critical to not give up that interview
00:38:24.429 --> 00:38:27.929
process and have that recruiter speak to someone
00:38:27.929 --> 00:38:30.510
and really go through their skills and understand
00:38:30.510 --> 00:38:33.190
like they did with Dan. Like, it could have been
00:38:33.190 --> 00:38:35.670
all AI. It could have been AI, but we had to
00:38:35.670 --> 00:38:39.429
talk to Dan. We needed to talk to Dan. The CEO.
00:38:40.550 --> 00:38:43.650
He's like, you'll never guess what I did. I was
00:38:43.650 --> 00:38:46.469
like, well, I bet I can, but tell me. But yeah,
00:38:46.469 --> 00:38:51.400
he shopped you. Okay. Have I missed anything?
00:38:52.119 --> 00:38:54.780
How do people get in contact with you if they
00:38:54.780 --> 00:38:58.780
want to work with Remex? Yeah. That's a good
00:38:58.780 --> 00:39:00.380
way to contact them. They can reach out to me
00:39:00.380 --> 00:39:05.619
with my email. So it's c .johnson at employeebridge
00:39:05.619 --> 00:39:09.159
.com. You can also call me or text me if you
00:39:09.159 --> 00:39:10.940
want to use the text option. I'll give my phone
00:39:10.940 --> 00:39:13.239
number. Do you have a chat bot ready? I know,
00:39:13.320 --> 00:39:17.519
right? That's my husband. My phone number is
00:39:17.519 --> 00:39:22.030
602. 635 -8126. And we both sit in the Arizona
00:39:22.030 --> 00:39:25.610
market, but it doesn't matter if you're a national.
00:39:26.269 --> 00:39:28.949
So even though you'll see the 602 number, if
00:39:28.949 --> 00:39:32.949
you're a client that's in New York or Hawaii,
00:39:33.789 --> 00:39:35.809
Alaska, anywhere. We're staffing everywhere.
00:39:36.369 --> 00:39:39.079
You can also look up. go to our website, EmployeeBridge
00:39:39.079 --> 00:39:42.440
.com. We are the professional division is what
00:39:42.440 --> 00:39:46.380
we fall under. So REMX, R -E -M -X .com. You
00:39:46.380 --> 00:39:48.659
can go there as well or you can go to our different
00:39:48.659 --> 00:39:52.199
divisions on EmployeeBridge and it'll talk about
00:39:52.199 --> 00:39:54.460
contact centers specifically in REMX. You can
00:39:54.460 --> 00:39:57.739
go there and email us. Yeah. You'll find us.
00:39:57.860 --> 00:39:59.840
You'll find us. And if you're a candidate that's
00:39:59.840 --> 00:40:02.900
looking. LinkedIn. I'm all over LinkedIn. All
00:40:02.900 --> 00:40:04.860
right. And if you're a candidate that's looking
00:40:04.860 --> 00:40:07.219
for your next role, maybe you're not happy where
00:40:07.219 --> 00:40:08.619
you're at, or you're just looking for a change,
00:40:08.739 --> 00:40:11.380
you can also reach out. Again, I'm not a recruiter.
00:40:11.699 --> 00:40:15.139
But I will put you in touch with a recruiter.
00:40:15.360 --> 00:40:17.940
Yeah, I'm terrible at it. So yeah. You're not.
00:40:18.039 --> 00:40:21.760
You know, it's funny. Funny story. I dated a
00:40:21.760 --> 00:40:24.039
guy back in college, and he used to call me 20
00:40:24.039 --> 00:40:26.420
questions. And I'm like, you know, I got to go
00:40:26.420 --> 00:40:29.079
on sales. Yes. Because all I do is question people
00:40:29.079 --> 00:40:32.119
and then recruiting on documents. I know. I was
00:40:32.119 --> 00:40:35.039
raised from my grandparents. And my grandma used
00:40:35.039 --> 00:40:36.880
to always get mad. They called me motormouth
00:40:36.880 --> 00:40:38.719
when I was little. And I'd get so upset about
00:40:38.719 --> 00:40:41.019
it. And at one point, she was like, that mouth
00:40:41.019 --> 00:40:42.599
of yours is going to make you money someday.
00:40:42.679 --> 00:40:46.219
And I'm like. Okay, so here we are in sales.
00:40:46.820 --> 00:40:49.920
Yes That's amazing, but it is such a field this
00:40:49.920 --> 00:40:52.119
is a very feel -good industry because you as
00:40:52.119 --> 00:40:55.940
a client call and say We need help and then I
00:40:55.940 --> 00:40:58.360
have a solution and then my recruiters are like
00:40:58.360 --> 00:41:00.559
I have people over here who need to pay bills
00:41:00.559 --> 00:41:04.179
and they need help and we just Match them together.
00:41:04.179 --> 00:41:07.280
It's just a it's so much better than just posting
00:41:07.280 --> 00:41:10.500
an ad and you know, hoping and praying that you're
00:41:10.500 --> 00:41:13.079
gonna get the right candidate that's gonna apply
00:41:13.079 --> 00:41:18.090
at the right time. It just is not. Yeah. Yeah.
00:41:18.250 --> 00:41:20.829
Think about that. 400 ,000 people are leaving
00:41:20.829 --> 00:41:24.250
your industry, your workers. I know. It's terrifying.
00:41:24.630 --> 00:41:27.170
That's a lot of replacement. A lot of replacement,
00:41:27.510 --> 00:41:30.010
knowledge gap, skills gap. Don't get me started.
00:41:30.170 --> 00:41:33.190
I know we're rapping. We're rapping. We're working
00:41:33.190 --> 00:41:36.750
together on that piece. And what makes a good
00:41:36.750 --> 00:41:40.550
partner for you? Does it size of the agency matter?
00:41:40.869 --> 00:41:44.849
Anyone? Anyone. If you just need one licensed
00:41:44.849 --> 00:41:47.849
agent, call us. We have, like I said, we have
00:41:47.849 --> 00:41:50.570
candidates that have worked for us, want to work
00:41:50.570 --> 00:41:54.489
with us, direct hire, contract to hire, any form,
00:41:55.050 --> 00:41:57.429
any way. I was just telling Michelle that a guy,
00:41:57.550 --> 00:42:00.849
one of my partners, so I'll work with other,
00:42:01.050 --> 00:42:05.050
with like... payroll companies and background
00:42:05.050 --> 00:42:06.969
screening companies, because we're all kind of
00:42:06.969 --> 00:42:09.949
trying to help the same person inside of a business,
00:42:09.989 --> 00:42:13.670
whether it's HR or risk or something. And so
00:42:13.670 --> 00:42:17.489
one of my partners is looking to leave where
00:42:17.489 --> 00:42:21.349
he's at, and he's opening up two insurance offices.
00:42:21.750 --> 00:42:23.550
And so I told him, I need to introduce you to
00:42:23.550 --> 00:42:25.929
Dan, number one, because his story is amazing.
00:42:26.389 --> 00:42:28.829
And then he did say in that conversation, he's
00:42:28.829 --> 00:42:31.719
like, well, once I get my offices, up and running,
00:42:31.980 --> 00:42:34.159
I'm going to hire some licensed agents. Can you
00:42:34.159 --> 00:42:36.980
help me with that? Yeah. And he's just a private,
00:42:37.179 --> 00:42:39.900
just in, you know, just his own individual contributor.
00:42:40.380 --> 00:42:43.360
So, yeah, we can, we can help anybody. Yeah.
00:42:43.380 --> 00:42:46.119
They can help. They can help you. Yes. Well,
00:42:46.280 --> 00:42:49.199
thank you so much, both of you for joining me
00:42:49.199 --> 00:42:53.380
on this podcast. It's been wonderful. And, uh,
00:42:53.519 --> 00:42:55.800
I think that's it. Thank you for tuning into
00:42:55.800 --> 00:42:58.360
our podcast from the Dark Horse's mouth. If you
00:42:58.360 --> 00:43:00.619
want to learn more about us, go to darkhorseinsurance
00:43:00.619 --> 00:43:04.139
.com. Follow us on Facebook, Instagram, LinkedIn
00:43:04.139 --> 00:43:06.840
at Dark Horse Insurance Brokers and email any
00:43:06.840 --> 00:43:10.300
questions to podcast at darkhorseinsurance .com.
00:43:10.800 --> 00:43:11.579
Thank you.