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 Hubspo