Computer-based
training, or CBT, has long been used to train insurance carriers'
employees and agents. More recently, insurers have been actively focused
on utilizing Web-based tools to communicate with and educate their agents.
In a new report, "E-Learning: Online Training for Field
Agents," Celent examines the best practices for selecting and
implementing Web-based collaboration tools for use with field agents, as
well as potential cost savings, ROI, and a short list of vendors.
"As the number of life insurance agents in
the workforce continues to drop substantially, keeping agents happy
becomes increasingly important," says Chad
Hersh, a senior analyst in Celent's insurance group and author of
the report. "By collaborating with agents online to help design new
agent software applications, providing training in a way that is
respectful of agents' time, and educating agents on more products than
might otherwise be possible, carriers create a win-win situation for
themselves and their agents."
Celent research indicates that 78% of
independent agents are using online learning tools supplied by one or more
of their carriers. This suggests that agents are certainly willing and
able to use these tools. The tools are also easy to implement and
relatively inexpensive. Celent expects that their use by carriers will
nearly double, from a current 50% to 90% by 2006.
Four vendors of online tools for
communication and collaboration are profiled in the report. Market leaders
WebEx, Microsoft (formerly PlaceWare), and Raindance are included, as well
as Brainshark, a vendor focused on distribution channels in financial
services.
Celent believes that carriers who do not
use e-learning tools are leaving money on the table. These tools offer
outstanding opportunities to achieve strongly positive ROI with minimal
payback periods. Celent further believes that failing to correctly
leverage these tools will result in a negative ROI, as evidenced by the
included case study.
The 26-page report contains 2 figures and 4
tables.
