Agency Retention Onboarding

This is an internal knowledge base article that will review how we effectively onboard an agency (both 6 month and Program client on to Agency Retention)

Agency Retention Kick Off Call Set Up Steps

• Agency leadership will be required to take the Agency Retention: Agency Retention - Leadership Team Only Section & if applicable their management system set up

  • The deadline will be Kick Off Call 2

  • CC team will update the agency weekly and include the PP on the updates

  • We will ensure the agency can get into the school and know where it is on the kick off call by having the agency share screens 

• Identify when the agency will be telling the team 

  • We want to encourage a launch party not just a meeting

  • CC Team will handle creating the Telling The Team Presentation

  • CC Team will update the Hubspot Company Field:  Agency Retention Telling The Team Date

• Who Should Be In The Training

  • Training Day 1 (6 Month Client): 

    • 90 Minutes With Leadership Team To Review Final Details: Leadership Team

    • First 90 Minutes of Training (Approach & Philosophies): Entire Team

    • Break/Lunch

    • 3 Hours of Efficiency Training: Everyone

    • Recap with Leadership Team: Leadership Team

  • Bi-Weekly Calls Just Include Entire Team 45 Minutes Each team

  • Recap Email - they will upload a list of the students for the CC Team

    • CC Team will follow up to get the users

    • CC Team will add the users close to the training so the team is expecting it

• # of Team Members The Training

  • Everyone's role is retention but not everyone will make renewal calls

  • Everyone is involved in the morning training - they will get a hand out to follow along 

  • The team members making renewal reviews will get the full workbook and swag

• Challenges To Solve

  • We want to understand what the agency wants to accomplish so we can tailor the training

  • We will check in on the challenges Pre-Training Day 2 and End of Program

• Recorded Call Review

  • If the agency records phone calls we will review the calls for efficiency and effectiveness. 

  • The secret shoppers will review the calls with the agency's renewal review call form - did they follow it and hit all objectives. 

  • PP will need to review the calls with the agency onsite

  • CC will send the results to the agency

  • Everything will be saved in the agency folder

• Job Description Review - Optional

  • If an agency have job descriptions they like they can upload them to us

  • These are helpful but optional for the agency

  • We will need them uploaded to us - CC Team will follow up to get them 

  • If an agency is struggling use Kick Off Call 2 to review them

• Incentives Plan

  • Performance Partners will review the agency's incentive plan for retention training (see the leadership guide for any details)

  • Program clients may opt to just use the Growth Bonus that is fine

  • PP will discuss this on kick off call 2

  • Confirm if the agency wants to do any special incentives for the program

  • We will need them uploaded to us - CC Team will follow up to get them

• What Goals Does the Agency Have For the Program

  • We would like the agency to identify 3 program goals

  • The PP will need to tailor the messaging to the client to focus on what is most important to the client

  • PP makes sure that you are clear on the objectives and bring it up with the data 

  • At the end of the program you will want to tie in the 3 goals and confirm they are met

• Adherence to the training

  • We will need to obtain the training accountability plan for the agency 

  • This will help us hold the team accountable and leadership team accountable

  • If the agency does not have this we will want to use Kick Off Call 2 to help them set and confirm them

  • We will need them uploaded to us - CC Team will follow up to get them

• Call Sheet Edits 

  • We will work with the agency to customize the call sheet

  • The agency leadership team should be the only ones involved in this

  • The agency should watch the video on how the form works

  • Edits are submitted via SurveyMonkey and Therese will manage this

  • We need this a minimum of 2 weeks before the training 

  • This is mission critical

• Voicemail Email Template and Bad Contact Letter

  • As part of the agency management system set up the agency should accomplish this

  • It will make your launch much smoother

• When to Make the Calls
  • Many agencies may want your input on this. 

  • Personal Lines upon download or 45 days in advance

  • Commercial Lines/Farm 60 days before renewal

• Time Block

  • To aid the agency in making renewal calls we are suggesting every agency provide a block of time for the team to make the renewal reviews

  • This will be optional but encouraged

  • The agency will upload the list and have it printed for the training  

• Agency Standards

  • We want to be clear on the agency's standards to promote them in the training.

  • The agency will need to take our templates (in the knowledge base) or upload what they have to us. 

  • We will need them to upload these to us- CC Team will follow up to get them

• Referral Program (Optional)

  • One of the components of the review call sheet is to ask for a referral

  • We want to encourage the agency to start a referral program

  • It is optional

  • They are to upload the referral program and the CC Team will save it in the client folder 

• Process
  • The agency will need to take our renewal process and complete it for their agency
  • A written process will help the agency stick to the plan and train new people
  • They will have it printed for the training
  • The client needs to upload it to use before the training
  • The CC Team will save it to their Google Folder

• Technology

  •  PP you want the agency to have headsets and cameras for a successful training

  • We will confirm the agency has both of these ready

  • PP needs to discuss the importance of mandating headsets for effective renewal reviews

  • The team will need sound to listen to the videos

  • We will need the client to confirm on a form - CC Team will follow up to get them 

• Management System Set Up

  • To have an effective launch the agency needs to set up their management system to empower the program

  • The agency will confirm they have completed the set up

• Reports

• We will take the standard agency assessment reports for retention clients and for consistency and renewal we will process the dashboards as we do in the Assessment

  • There will be extra dashboards added to dive deeper into renewal review calls

    • Activity Labels

    • Retention Rate

  • Data team will be alerted post kick off call to add dashboards for clients

  • 6 Month clients we will add it in when we get the data

• Dates
  

  • We need to confirm the following:

    • Launch Party

    • Kick Off Call 2

    • Training Day 1

      • Who should be in the training 

      • 90 minutes  Everyone

      • After that only sales agents 

    • Bi-Weekly Meetings 5 (Best day and time)

    • Pre-Training Da 2

    • Training Day 2

    • Bi-Weekly Meetings 5 (Best day and time)

    • End of Program Leadership Meeting

• • CC team will update Hubspot & Add calendar invites

• Association Labels

  • We will gather them on the call

  • CC Team will update Hubspot

  
  

  Client Concierge Team will send Accountability Email

  Email to leaders 3, 7, 14, and 21 days after kick off call 1 and will also get alerted to inform PP where the customers are 1 day before kick off call 2.

  Agency Retention Requirement Check-in email template

  Video on how to create email and items that need to be looked at and updated.

   

  Client Derailment: Triggers that clients are off track

  The PP will check this at the Pre-Training Day 2 meeting, Pre-Graduation. It is the PP's responsibility to execute these strategies with the agency.

  Issue	Solution
  Team members not watching the videos	Directly address the agency leadership team and remind them of their accountability plan. Each week remind the leadership team if the person is on track.
  Team members not making renewal reviews	Take one of the bi weekly meetings to have them make calls and report back they need to use zoom chat to identify what they can achieve Are they using time blocks? What are they doing during that time? If the lead doesn't have leverage to write people up state that the team members not hitting goal will role play at training and on bi weekly meetings They are making calls but have an agreed upon challenge. Agreed upon challenges may be short staffed, carrier pulling out, system migration or other issues. Set a weekly goal that everyone agrees to.  Enforce the accountability plan.   Identify the difference between the whole team failing and some team members resisting.  Team: Have survey sent to get real information on what is happening. Individuals: Have the agency meet individually with failing team members.
  Not On Task With Program Goals	Re-review with the agency the progress to hitting the top 3 goals on why the agency engaged with the program. Identify a plan.
  Call Review (if applicable)	Pre -Training Day 2: Review the score and identify areas we can improve End of Program: Encourage the agency to continue reviewing calls and following our checklist.
  Retention Goals	Pre Training Day 2: it still may be too early to see a lift. Review with the agency the current retention metrics.  End of Program: we should see a lift if the agency is making the majority of the calls.  If not identify the major cancellation reasons.  Goal: 1-2% point increase in retention (example: current 90% goal 92%)
  Use of the call sheets	The team needs to be using the renewal review forms. If they are not and "winging it" remind the agency: Next year will be harder Without it the team will forget key asks like cross sells and coverage increases If books get shifted these renewal reviews are so valuable
  Time Blocks	If the agency doesn't need time blocks because they are on track they can be retired.  If they are not hitting renewal reviews but taking time blocks we need to identify what they are doing in the time block.
  Use of coding in the system	Is the team coding the calls accurately in the system:  Pre Training Day 2: Review it on the training day. Ensure incentives are tied to accurate tracking End of Program: Confirm with the agency their next steps.
  Calls Connected 45-50%	If the team is not hitting 50% contact ratio confirm: Voicemail script - is it being used? Which number are they calling? Are they sending the post voicemail email? Do they have a lot of bad contact #s? Are they actually calling or just emailing?
  Coverage Increases	Phase 2 is focused on this - ensure they are using the scripts and the form. Audit use of the renewal call form. If possible pull calls for review on how they are asking.  Goal: 12 coverage increases per person per month
  Cross Sales	Phase 2 is focused on this - ensure they are using the scripts and the form. Audit use of the renewal call form. If possible pull calls for review on how they are asking.  Goal: 8 cross sells per person per month
  Remarketing Increase	Phase 2 is focused on this - ensure they are using the scripts and the form. Audit use of the renewal call form. If possible pull calls for review on how they are speaking about rate? Note: sometimes remarketing comes from finding new underwriting information and is necessary. Generally everyone should be at about the same number. If not individual coaching may be necessary.   Goal: Decrease in remarketing activities. Goal 75% remarket to move ratio.