Brokers ‘serious’ on staff competence
New research shows about 65% of brokers consider competency-based training essential and another 31% think it is a high priority. Brokers see competent staff as crucial to service quality and business success, and most have in place activities for employees to increase skills and knowledge, according to an online questionnaire from the industry’s code compliance committee. More than 80% have given managers on-the-job product and technical training and webinars, and 96-98% have done similar for client-facing staff. The committee questioned brokers as part of its “own motion” inquiry, announced last year, to understand how brokers define competency and work towards it. The survey was sent to all code subscribers last November, and drew responses from 280 organisations. “It is clear from the responses to this inquiry that the vast majority of code subscribers take competency very seriously,” the committee says. “They demonstrate a commitment to professionalism by developing competency frameworks… and supporting on-the-job competency development with a broad range of competency-based training activities.” About 90% regularly monitor competency through file audits, 81% rely on client feedback and 71% use claims outcomes.