Student FAQ's from AppX Retention
This program has a lifecycle to it. It’s most challenging at the start (you’re learning something new, trying to fit it in your day, and you’re making renewal calls, but people renewing in the “gap” are still calling in). Also, the call volume is the highest at the start since no one has had a renewal call yet (if people have multiple policy renewal dates, we call once per year, generally the first renewal of a substantial policy).
The team can expect the first 8 weeks to be the most challenging. It will seem difficult for everyone to fit the calls in and, generally speaking, we see a fair number of changes that need to be made to accounts that they are reviewing. After 8 weeks it becomes dramatically improved. We start to see a decrease in inbound calls, a decrease in re-marketing activity and an increase in account rounds, retention and increased coverage. During this phase the team has figured out how to work together to get the calls completed, and they start learning how to handle non-standard weeks (short weeks, vacation, sick time, etc.). The team can also expect to hear gratitude from clients, something that they generally lack when working with a reactive model. They should also experience a reduction in clients being upset about rate increases since we are proactively handling those situations.
As we turn to the second training, the team should feel comfortable making the calls. Most people will enjoy them, and you will gain confience. For AppX Retention 2 we work on the team’s sales skills during these calls. In addition, we will focus on how to reduce re-marketing activity and build a streamlined, efficient and effective re-marketing process. Through the second training our main goal is finding efficiencies and building additional revenue. We will also spend time on asking and confirming increases in coverage by using the APP scripts and strategies.