Question 1

How quickly can new agents handle quote calls without supervision?

Accepted Answer

Most insurance companies cut ramp time by 25% or more with simulation training. Agents practice gathering property details (construction type, roof age, solar panels, prior claims) and explaining dwelling coverage options until they're confident—before touching live leads. No more lost quotes from undertrained agents.

Question 2

What's the fastest way to train agents on multiple product lines?

Accepted Answer

Build separate learning paths for home, auto, and umbrella policies with product-specific simulations. They certify on each product line independently, so you can deploy them strategically as licensing completes instead of waiting for full cross-training.

Question 3

Can agents practice complex scenarios like claims denials or coverage gaps?

Accepted Answer

Yes. Create simulations for high-stakes conversations—explaining policy exclusions, navigating settlement negotiations, handling irate customers after claim denials. Agents rehearse these until they master the balance of empathy and policy accuracy. They build muscle memory before the pressure of a live call.

Question 4

My agents sound robotic when gathering underwriting information—how do I fix this?

Accepted Answer

Hyper-realistic simulations with natural conversation flow. The AI customer uses filler phrases, interrupts, and changes topics just like real policyholders. Agents practice maintaining conversation rhythm while still capturing every required data point. They learn the choreography: question sequencing that feels natural, not scripted.

Question 5

Can you verify agents are actually following state-specific disclosure requirements?

Accepted Answer

Yes. Create scorecards for each state's unique requirements—California privacy disclosures, Texas windstorm notices, Florida sinkhole coverage explanations. System automatically applies the correct scorecard based on customer location. You see exactly which agents are missing which state requirements across all 50 states.

Question 6

What happens when disclosure requirements change mid-year?

Accepted Answer

Update the scorecard in minutes. New compliance checks apply immediately to all subsequent calls. No retraining delay, no gap in coverage. When California updates privacy language or your carrier changes deductible explanation requirements, you maintain compliance across your entire team without operational disruption.

Question 7

My QA team can only review 3% of calls—how do you catch the other 97%?

Accepted Answer

Automated scoring analyzes every interaction. That's where your E&O risk lives—the 97% no human ever hears. System flags every missing disclosure, every incomplete underwriting question, every coverage misrepresentation. Your QA team focuses on coaching the flagged issues instead of hunting through random call samples.

Question 8

How does better training affect my retention rate?

Accepted Answer

Top insurance agencies retain 93-95% of customers vs. 84% industry average—driven largely by first interaction quality. When agents confidently explain dwelling coverage vs. personal property percentages, handle price objections without fumbling, and gather complete information in one call, customers don't shop around. That 9-point retention gap is worth 5x profit over five years.

Question 9

What's the connection between agent confidence and first call resolution?

Accepted Answer

Confident agents resolve issues in one interaction because they know their stuff. They don't need to "check with underwriting" on basic coverage questions or call customers back for missing property details. FCR rates jump from 60-70% to 80%+ when agents have practiced the scenarios before live calls. Fewer callbacks, lower operational costs.

Question 10

How do you improve CSAT when the issue is inconsistent service quality?

Accepted Answer

Standardize what "good" looks like across your entire team. Every agent practices the same scenarios, gets scored against the same rubrics, certifies against the same standards. Customer experience becomes consistent regardless of which agent answers. When service quality is uniform, CSAT rises.

Question 11

I have 50+ agents—how do I give everyone personalized coaching?

Accepted Answer

You don't coach manually. System analyzes 100% of their calls, identifies individual skill gaps (Agent A fumbles objection handling, Agent B rushes through disclosures), and automatically assigns targeted simulations. Each agent gets personalized practice without you listening to hours of recordings. You review the coaching inbox for critical issues only.

Question 12

Can remote agents access training 24/7?

Accepted Answer

Yes. Cloud-based platform means agents practice unlimited scenarios on their schedule—evening shifts, weekend teams, agents in different time zones. No classroom coordination, no waiting for scheduled role-play sessions. They certify when they're ready, not when training schedules allow.

Question 13

What if I need to onboard 20 agents simultaneously for open enrollment?

Accepted Answer

Scale instantly. All 20 agents access the same simulation library, practice independently, certify at their own pace. You track aggregate progress on one dashboard—who's certified on Medicare Advantage, who needs more practice on supplement plan explanations. No bottleneck from limited trainer capacity.

Question 14

How realistic are the simulations for insurance-specific conversations?

Accepted Answer

Hyper-realistic. AI customers use natural speech patterns—interrupting, asking tangential questions, expressing confusion about coverage options. They have realistic objections ("Your premium is higher than Progressive's quote") and accurate insurance knowledge. Agents can't tell they're not talking to a real policyholder until they're told.

Question 15

Can I build scenarios from our actual recorded calls?

Accepted Answer

Yes. Pull transcripts from your telephony system and convert them into practice scenarios. If your top performer handled a difficult claim denial beautifully, every agent can practice that exact scenario. Institutional knowledge becomes scalable training instead of sitting in one person's head.

Question 16

How quickly can I create new scenarios when we launch a new product?

Accepted Answer

Minutes. Define the product (new flood insurance offering), specify objections ("Isn't this covered by homeowners?"), create the customer persona (homeowner in flood zone). System generates the simulation. Agents start practicing immediately—no waiting weeks for curriculum development.

Products

Use Cases

Insurance Training & QA Software

Practice High-Stakes Scenarios Before Live Calls

Verify Compliance on Every Call, Not Random Samples

Customize Scoring for Different Call Types

See Itero in action

Connect Training to Underwriting Quality

Security & Compliance You Can Trust

SOC 2 Type 1 Attested

Enterprise-Grade Security

Compliance Ready

Frequently Asked Questions

Agent Ramp Time & Productivity

Compliance & E&O Risk

First Call Resolution & Retention

Scaling Operations & Team Management

Platform Capabilities

Ready to get started?