How do I grow my agency using Virtual Employees?

in this weeks episode, Heath Shearon sits down with Rob Lopez, CEO of V!VA, for a wide-ranging conversation about insurance, outsourcing, virtual assistants, and AI. Rob shares how his path from broadcast journalism and sports radio led him back into the insurance world, and why his focus has always been on building real departments not just filling seats.They also dig into what makes V!VA different: process-driven onboarding, bilingual support, nearshore staffing in El Salvador, and a consultative approach that helps agencies document workflows before adding talent.https://vivateams.com/insurancetownTimestamps00:00 – Welcome, sponsors, and introducing Rob Lopez from V!VA03:33 – Why Rob stays present in the industry05:32 – Rob’s early life as an Allstate kid06:30 – Broadcast journalism, the Houston Rockets, and a career shift07:26 – The first life insurance claim that changed Rob’s perspective07:55 – Hurricanes Katrina, Rita, and Wilma08:44 – Distribution work, aggregators, and building agency networks09:35 – Why aggregator margins eventually hurt the value proposition10:29 – Rob’s sports talk and media background12:30 – Why catastrophe work mattered more than commissions14:53 – Rob’s father and front-line catastrophe response17:37 – Delivering a claim check and overcoming fear at the kitchen table18:43 – Why showing up during claims builds trust20:40 – Heath and Rob discuss the mission behind insurance22:32 – How Rob entered the virtual assistant space23:43 – Hiring for impact, not headcount24:39 – The story behind V!VA’s first hire27:18 – How that first hire became part of V!VA’s origin story29:13 – The evolution from “VA” to trained insurance team members30:13 – Why checklists and SOPs are essential32:03 – Using virtual assistants to document workflows33:27 – Why Rob is willing to say no to the wrong client fit36:01 – Cheap labor versus true partnership37:26 – Building departments instead of relying on one person41:06 – Why turnover is inevitable without documented processes42:31 – The impact of losing a virtual assistant44:21 – V!VA’s systems and strategy review process45:48 – Quarterly check-ins and role alignment47:12 – Virtual assistants, licensed agents, and career growth49:17 – Why nearshore support can be effective for insurance agencies51:06 – AI versus humans in the agency53:30 – V!VA Front Desk and AI-powered communication55:22 – AI for after-hours lead capture56:48 – Cost savings, payroll, and E&O coverage60:04 – How to contact Rob and access the Insurance Town offer61:26 – The $1,000 setup credit for Insurance Town listenersSponsors: Canopy Connect - get dec pages , gather information , meet your clients where they are Get a discount using my code !! 1fort.ai- it is AI for insurance agencies , save time, be more efficient and win more deals with 1 Fort AIViva - see why more people are going to viva for near shore talent. And get a massive discount for being a listener of the show