Once we establish baseline metrics we need to set target goals for the program.
After you have reviewed the management system trainings in the Agency School we can start to set some goals for the program.
Phase 1 (First 10-12 Weeks)
The major goal here is to make all the calls. This is critical as we can't optimize calls that aren't being made. Once the calls become a habit we can start to set true goals around account rounding, increasing coverage and re-marketing.
We recommend we target the following goals:
- 10 weeks where all calls are made
- Retention rate will lag since we are calling out ahead of renewal. We typically don't see the renewal rate change until around the 3rd month of making calls. We want to see the rate change by .5% to one percentage point
- Increases - we want them to improve by 20% of your baseline. If you don't have a baseline number, target 1 per person per week.
- Cross selling - we want to improve by 15%. If you don't have a baseline, shoot for 1 per person per week.
- Re-marketing - we want to target a 50% hit ratio on quotes to moves.
Phase 2 (Second 10-12 Weeks)
The major goal here is to make all the calls and optimize them. Now that we have crossed the hurdle of getting the calls made, we need to next optimize them.
We recommend we target the following goals:
- Retention rate goal is at the end of 6 months from the program. There is a 2% increase in retention
- Increases - we want them to improve by 20% of your phase 1 number.
- Cross selling - we want to improve by 15% of your phase 1 number.
- Re-marketing - we want to decrease re-marketing by 25% and keep the closing ratio above 50%