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Successful billing training reduces calls to our Contact Center

After the launch CIP, our Contact Center saw an uptick in broker calls on billing-related topics. CIP offers more functionality, new billing options and new folders/tabs, and it became apparent that additional training support was needed to educate brokers on how to use these features.

Gary Van, National Billing Analyst, and Kevin McGuirl, Manager – Broker Utilization, offered eight live webinar sessions from June through September. These informative and engaging seminars focused on the following topics:

  • Sequence of events in the billing cycle
  • Overview of Billing and Policy tabs
  • E-folder: where to find invoices, NOCs, rescission notices, etc.
  • Recurring payments
  • Online commission statements
  • Reconciliation statements
  • Glossary of terms
  • Introduction to the Quick Pay Customer Portal

In total, 318 brokers and 32 internal employees attended the webinars. (Some even attended twice!) We are pleased to report that the training sessions not only improved broker billing knowledge, but also helped reduce phone calls to the billing line. This is a win-win for our Contact Center. Given the interest and success of the 2018 training sessions, a new webinar schedule will be available soon for 2019.