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AGENCY RETENTION KICK-OFF CALL

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LET'S GET TO KNOW EACH OTHER

  • I have worked with more than 1,000 agencies across the United States and Canada
  • I’m focused on giving agencies a plan to maximize performance
  • We want to have fun, learn new things, and help your team reach its full potential
  • My #1 goal is to assist clients in becoming ridiculously amazing
  • I believe in positive attitudes, putting the work in, and failing forward

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LET'S GET TO KNOW EACH OTHER:

STEPHEN HARRINGTON-DESCOTEAUX

  • I have been a Property/Casualty agent for over 20 years.
  • I believe that consistent training and solid procedures are the foundation of a successful agency. And that everyone can be successful with proper training and coaching.
  • I use my management and AMS experience to help you become ridiculously amazing and reach its full potential
  • Our #1 goal at APP is to help agencies become ridiculously amazing—and time management is a BIG part of that

​

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We will be sending a recap email

after the call with all the details and your next steps.

​

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Agenda For Call

  • Welcome
  • Meet the Team
  • Review APP Resources
  • Telling Your Team
  • Onboarding Process
  • Reports
  • Timeline
  • Next Steps

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WELCOME!

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Determine Welcome Kit Quantity

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Therese Potter, CLCS

Operations and Training Coordinator

Air Traffic Controller

​

Guiding the processes and getting everyone in the right place.

  • Welcome Kits
  • Recorded Call Review
  • Client Concierge Team
  • Logistics
  • Tech Support- (919-322-3926)

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About me

Insurance/Teaching Training

Guatemala/Bilingual

Martial Arts/Family/Community Service

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Liz Gacutan

Client Concierge

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Guiding the processes and getting everyone in the right place.

  • Calendar Scheduling and Invites
  • School seats
  • Send Lesson Videos/Recap Videos
  • Quiz report

​

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An experienced business sales analyst and customer care support professional. I am a Hodophilia (a frequent traveler).

My Mission : Is to help you and Let you stay on track with your Program at APP.

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Louis Herrero

Reporting Manager

Lead reporting for APP, team members and the clients.

  • Manage and Lead Reports
  • Handles Inquiry Tickets of Clients and Performance Partners
  • Provides Coaching and Feedback to the members of the Team
  • Develop Knowledge Base Articles that would help our internal processes

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Had experience working for US based companies such as banking, telcos, energy and airline. I've been with APP for almost 7 years. I'm having the best years of my professional life ever since I joined the team. I always believe the saying "Good things happen to those who wait".

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Chad Alfred Salvador

Reporting Specialist�

  • Delivering clear and easy-to-understand reports that show the results of APP’s programs�
  • Making sure all reports are accurate, on time, and visually organized�
  • Helping bridge the gap between complex data and client understanding�
  • Providing useful insights to support smart, data-driven decisions�
  • Assisting clients with setting up their reports within their management systems

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I began my professional career supporting an international account, providing high-level assistance to individuals in rural areas across the United States. I hold certifications from multiple data platforms, including ThoughtSpot and Google Analytics, and have years of hands-on experience processing insurance agency data across various management systems.

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Ian Michael Octavo

Reporting Specialist

  • Maintaining data boards
  • Performing data clean-up
  • Ensuring that all reports are accurate and up-to-date
  • I make sure that the data is organized and easily accessible to help support decision-making processes

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I worked at a bank for nearly four years as a phone banker and had the opportunity to explore various departments, including sales and retention. I join stray feeding for cats and dogs. I already rescued 11 cats.

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Now, tell us about you!

​

Please go around the room

and tell us your:

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Name & Role

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Are there any other agency managers? Let’s discuss their roles.

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AGENCY PERFORMANCE PACK

Have you been able to log in and confirm your account?

NEXT STEPS:

Take the Agency Retention - Leadership Team Only section in the Agency School.

​

If applicable, take the AMS360, EzLynx, Hawksoft, Applied Epic, or QQ Setup Course.

​

Let’s let you share screens so we can show you where to go.

Does anyone need access?

Which leaders need to take leadership course?

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LAUNCH PARTY

Who in the agency is aware of the program?

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LAUNCH PARTY

  • Managers should be looped in before the team announcement
  • If you have a standing team meeting, you can use this time―if not, we need to book a time and date
  • Should be live if possible, if not, video call
  • We will be sending workbooks & swag you can hand out at this time
    • Please note they will need to bring them to the training
  • Make sure you have the ability to play video and share your screen
  • We will prepare a PowerPoint to share more details about the program with your team
  • Note the APP team is not on this meeting
  • What date will you be telling the team?

​

​

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The Leadership Set Up Guide Course Will Give You Additional Guidance

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WHO SHOULD BE IN THE TRAINING

Training Day 1:

  • 90 Minutes with Leadership Team To Review Final Details
  • First 90 Minutes of Training (Approach & Philosophies): Entire Team
  • Break/Lunch
  • 3 Hours of Retention Process Training: Agents Who Will Be Making the Calls
  • Recap with Leadership Team

​

Bi-Weekly Retention Meetings Should Just Include Agents Making the Calls

Program Clients: Confirm # of renewal call team members for Workbooks (Therese)

Next Step/Recap Email: We Will Need To Get a List of the Team Members Making Renewal Reviews

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RETENTION PROGRAM GOALS

  • We want to tailor the training to your agency
  • What are the top 3 objectives we want to see achieved over the next 6 months?
  • Take some time and identify the top 3 objectives you want us to focus on

Next Step: Think About the Program Goals and Upload Them To Us!

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RENEWAL CALL REVIEW - THERESE

  • Does Your Agency Record Phone Calls?
    • Yes: We will need a starting sample of 4 calls to review how much of our current process is being hit
    • If the team is not making outbound calls can we grab calls from clients who cancelled?
  • Call Review (4 calls at each point)
    • Pre-Training Day 1
    • Pre-Training Day 2
    • End of Program

Next Step/Recap Email: Upload a Sample of Recorded Calls

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JOB DESCRIPTION REVIEW

  • We recommend you update your team’s job descriptions to include renewal reviews
  • APP will send you sample CL and PL account manager job descriptions that include renewal reviews
  • It’s a great opportunity to refresh and make updates so retention is a priority
  • Next Steps
    • Review current job descriptions
    • Upload the finalized job descriptions to us
    • We can review it on our next call if you need assistance

Next Step/Recap Email: Upload Job Descriptions To Us /Create Them and Upload Them To Us

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INCENTIVES

  • Many agencies would like feedback on the agency’s compensation plan
  • Upload the current plan to us (link in the post call email) and we can review it on the next set up meeting
  • If you need help with this let us know! The course also has details.
  • Did you want to do any special incentives for the program?
  • We suggest an incentive for Phase 1 to complete the calls weekly
  • Phase 2 we recommend coverage increase and cross-selling goals

Next Step: Upload and/or Create Compensation & Incentives

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The Leadership Set Up Course Will Give You Additional Guidance

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RETENTION GOALS

  • Does the agency have confirmed retention goals?
    • Yes: Upload them to us!
    • No: Review the course and we will help you set retention goals
  • We will need retention goals for the program to help celebrate!
  • If you have not been tracking retention we will take the next few months to nail down the data and set a goal for phase 2

Next Step: Upload and/or Create Retention Goals

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The Leadership Set Up Course Will Give You Additional Guidance

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PLAN FOR SOMEONE NOT MAKING THEIR RENEWAL CALLS

  • Is there a current plan in place to address someone not making renewal reviews?
  • Do we have any team members we have concerns about?
  • We strongly recommend we confirm what to do now for someone who is not making renewal reviews

Next Step: Upload and/or Create Accountability Plan

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RENEWAL CALL SHEET

  • We want to tailor our renewal review call form for your agency
  • APP Renewal Review Call Sheet - confirm which ones we need to complete
    • Personal
    • Commercial
    • Farm
  • Let’s quickly review how it works (you can also watch the video in the school for more details)
    • The email will have a link to the knowledge base article that will guide you through the process and provide the templates.
    • You will do a survey monkey to edit it for your agency
    • We recommend leadership ONLY provides the first edits
  • We need this 2 weeks before your training

Next Step: Complete the Edit Form in the Recap Email So We Can Tailor These for You!

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EMAIL TEMPLATE & BAD CONTACT

  • The team will be sending an email if they leave a voicemail
  • If the contact information is bad we will have the team send a letter
  • You will get the templates for these after this call
  • Once added to the right systems let us know - we need this before we launch

Next Step/Recap Email: Add the Email and Form Letter to Your System

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The Leadership Set Up Course Will Give You Additional Guidance

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WHEN TO MAKE THE CALLS?

  • You will need to organize when your team makes renewal review calls
    • Personal lines: Download or X days before renewal
    • Commercial lines: X days before renewal
    • Farm: X days before renewal
  • In the management system set up guide you can get guidance on how to set up automation of the calls

Next Step/Recap Email: Add the Email and Form Letter to Your System

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The Leadership Set Up Guide Course Will Give You Additional Guidance

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TIME BLOCKS

  • We recommend setting aside a time block dedicated to making renewal calls each week
  • Retention agents need to set time aside to do proactive work towards the BEST accounts
  • Recommend 1 hour per day
  • Please identify the best schedule and upload it to us

Next Step/Recap Email:Upload to Us Your Schedule

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AGENCY STANDARDS

  • Part of the retention process is ensuring your team is working to get your clients up to the agency standard
  • We want to take a moment to clarify client standards
    • Deductible
    • Liability coverage
    • Rental car
    • Glass
    • Med pay/PIP
    • Rate increase
    • EPLI
    • Cyber
  • We have samples for your review

Next Step/Recap Email: Create and/or Upload Your Agency Standards

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AGENCY REFERRAL PROGRAM

  • Part of the retention call form is a spot to ask for referrals
  • Does your agency currently have a referral program?
  • If not it may be a great time to start one!

Next Step/Recap Email: Create and or Upload Your Agency Referral Program

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RENEWAL REVIEW PROCESS

  • We do need to nail down the exact process for your agency
    • Helps hold the team accountable
    • You want a document to help onboard new team members
    • People only remember 10% of training - documenting it helps!
    • You want your team operating consistently
    • This helps clarify your expectations
  • We have a template we will send you so you can get started
  • We will review this on the next meeting

Next Step/Recap Email: Upload Your Confirmed Retention Process

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TECHNOLOGY REQUIREMENTS

  • We want to confirm and review agency technology
    • Cameras & sound for Bi-Weekly Calls

Next Steps: Confirm Your Team Has Sound, Cameras, and the Ability To Be On a Zoom Call

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MANAGEMENT SYSTEM SET UP

  • You will need to take some time to set your system up for success!
  • This includes:
    • Email Template
    • Bad Contact Letter
    • Triggering Calls
    • Reports
    • Activity Codes/Labels
    • Cancellation Reasons
    • Coding Remarkets

Next Step/Recap Email: Confirm Your System Set Up

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REPORTING

  • After this call you will get a list of reports we want to obtain
  • You can follow the system guide and the data layout and upload the initial data to us
  • We will build data dashboards for review
  • At that time we will meet and review your system set up and tracking
  • 2 weeks after you go live making calls we will insert the renewal review call dashboards to track the program
  • We will meet 30 days later to review the data

Next Step/Recap Email: Upload Your Initial Retention Reports

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A FEW NOTES

​

  • All of these items should be documented to hand out to the team
  • Please upload everything to us - it will help us stay on track!
  • It may seem like a lot - however it will drive the best results!

​

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TIMELINE

  • Launch Party
  • Kick-Off Call 2
  • Training Day 1
    • Who should be in the training?
    • 90 minutes everyone
    • After that only retention agents
  • Bi-Weekly Meetings 5 (Best Day and Time)
  • Training Day 2
  • Bi-Weekly Meetings 5 (Best Day and Time)

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​

​

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WHAT WE NEED FROM YOU

Leadership section of Course completed by Kick off Call 2 (which leaders?)

The below items by Training Day 1 (An email with instructions will come today, with all listed items and details)

  • Telling the Team Date
  • Link To Upload Team List
  • Initial Call Upload (If Applicable)
  • Job Descriptions
  • Incentive
  • Retention Goals
  • Addressing Not Making Renewal Reviews
  • Call Sheet Edits (IMPORTANT)
  • Email Template & Bad Contact Information
  • Renewal Call Time Blocks
  • Agency Standards
  • Renewal Call Process
  • Reporting List & Set Up
  • Key Dates

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Please Provide the Following So We Can Update Our Systems:

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  • Agency Primary Contact:

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  • Program Team Leader:

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  • Who Receives Data:

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  • Scheduling Point Person:

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​

​

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AGENCY RETENTION KICK-OFF CALL 2

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AGENCY PERFORMANCE PACK

Have you been able to log in and confirm your account?

NEXT STEPS:

Take the Agency Retention - Leadership Team Only section in the Agency School.

​

If applicable, take the AMS360, EzLynx, Hawksoft, Applied Epic, or QQ setup course.

​

Let’s let you share screens so we can show you where to go.

Does anyone need access?

​

39

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LAUNCH PARTY

  • Managers should be looped in before the team announcement
  • If you have a standing team meeting, you can use this time―if not, we need to book a time and date
  • Should be live if possible, if not, video call
  • We will be sending workbooks & swag you can hand out at this time
    • Please note they will need to bring them to the training
  • Make sure you have the ability to play video and share your screen
  • We will prepare a PowerPoint to share more details about the program with your team
  • Note the APP team is not on this meeting
  • How was the launch party?

​

​

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The Leadership Set Up Course Will Give You Additional Guidance

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WHO SHOULD BE IN THE TRAINING

Training Day 1:

  • 90 Minutes With Leadership Team To Review Final Details
  • First 90 Minutes of Training (Approach & Philosophies): Entire Team
  • Break/Lunch
  • 3 Hours of Retention Process Training: Agents Who Will Be Making The Calls
  • Recap With Leadership Team

​

Bi-Weekly Retention Meetings Should Just Include Agents Making the Calls

Next Step/Recap Email: Confirm We Have Team Members

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RENEWAL CALL REVIEW - THERESE

  • Does Your Agency Record Phone Calls?
    • Yes: We will need a starting sample to review how much of our current process is being hit
    • If the team is not making outbound calls can we grab calls from clients who cancelled?
  • Call Review
    • Pre-Training Day 1
    • Pre-Training Day 2
    • End of Program

Next Step/Recap Email: If Applicable, Confirm Renewal Call Upload

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JOB DESCRIPTION REVIEW

  • We recommend you update your team’s job descriptions to include renewal reviews
  • APP will send you sample CL and PL account manager job descriptions that include renewal reviews
  • It’s a great opportunity to refresh and make updates so retention is a priority
  • Next steps
    • Review current job descriptions
    • Upload the finalized job descriptions to us
    • We can review it on our next call if you need assistance

Next Step/Recap Email: Confirm/Discuss Job Descriptions

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INCENTIVES

  • Many agencies would like feedback on the agency’s compensation plan
  • Upload the current plan to us (link in the post call email) and we can review it on the next set up meeting
  • If you need help with this let us know! The course also has details
  • Did you want to do any special incentives for the program?
  • We suggest an incentive for Phase 1 to complete the calls weekly
  • Phase 2 we recommend coverage increase and cross-selling goals

Next Step: Review/Confirm Incentives

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The Leadership Set Up Course Will Give You Additional Guidance

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RETENTION GOALS

  • Does the agency have confirmed retention goals?
    • Yes: Upload them to us!
    • No: Review the course and we will help you set retention goal
  • We will need retention goals for the program to help celebrate!
  • If you have not been tracking retention we will take the next few months to nail down the data and set a goal for phase 2

Next Step: Review/Confirm Retention Goals

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The Leadership Set Up Course Will Give You Additional Guidance

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PLAN FOR SOMEONE NOT MAKING THEIR RENEWAL CALLS

  • Is there a current plan in place to address someone not making renewal reviews?
  • Do we have any team members we have concerns about?
  • We strongly recommend we confirm what to do now for someone who is not making renewal reviews

Next Step: Review/Confirm Accountability Plan

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RENEWAL CALL SHEET

  • We want to tailor our renewal review call form for your agency
  • APP Renewal Review Call Sheet - confirm which ones we need to complete
    • Personal
    • Commercial
    • Farm
  • Let’s quickly review how it works (you can also watch the video in the school for more details)
    • Hop into Agency School to download the form!
    • Share screens to review it
    • We recommend leadership ONLY provides the first edits
  • We need this 2 weeks before your training

Next Step: Review Renewal Call Sheet

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EMAIL TEMPLATE & BAD CONTACT

  • The team will be sending an email if they leave a voicemail
  • If the contact information is bad we will have the team send a letter
  • You will get the templates for these after this call
  • Once added to the right systems let us know - we need this before we launch

Next Step/Recap Email: Confirm/Review the Set Up

​

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The Leadership Set Up Course Will Give You Additional Guidance

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WHEN TO MAKE THE CALLS?

  • You will need to organize when your team makes renewal review calls
    • Personal lines: Download X days before renewal
    • Commercial lines: X days before renewal
    • Farm: X days before renewal
  • In the management system set up guide you can get guidance on how to set up automation of the calls

Next Step/Recap Email: Review/Confirm Set Up

​

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The Leadership Set Up Course Will Give You Additional Guidance

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TIME BLOCKS

  • We recommend setting aside a time block dedicated to making renewal calls each week
  • Retention agents need to set time aside to do proactive work towards the BEST accounts
  • Recommend 1 hour per day
  • Please identify the best schedule and upload it to us

Next Step/Recap Email: Review/Confirm Time Blocks

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AGENCY STANDARDS

  • Part of the retention process is ensuring your team is working to get your clients up to the agency standard
  • We want to take a moment to clarify client standards
    • Deductible
    • Liability coverage
    • Rental car
    • Glass
    • Med pay/PIP
    • Rate increase
    • EPLI
    • Cyber
  • We have samples for your review

Next Step/Recap Email: Review/Confirm Standards

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RENEWAL REVIEW PROCESS

  • We need to nail down the exact process for your agency
    • Helps hold the team accountable
    • You want a document to help onboard new team members
    • People only remember 10% of training - documenting it helps!
    • You want your team operating consistently
    • This helps clarify your expectations
  • We have a template we will send you so you can get started
  • We will review this on the next meeting

Next Step/Recap Email: Review/Confirm Process

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REPORTING

  • After this call you will get a list of reports we want to obtain
  • You can follow the system guide and the data layout and upload the initial data to us
  • We will build data dashboards for review
  • At that time we will meet and review your system set up and tracking
  • 2 weeks after you go live making calls we will insert in the renewal review call dashboards to track the program
  • We will meet 30 days later to review the data

Next Step/Recap Email: Update on Reporting Process

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A FEW NOTES

​

  • All of these items should be documented to hand out to the team
  • Please upload everything to us - it will help us stay on track!
  • It may seem like a lot - however it will drive the best results!

​

54

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TIMELINE

  • Launch Party
  • Kick-Off Call 2
  • Training Day 1
    • Who should be in the training?
    • 90 minutes everyone
    • After that only retention agents
  • Bi-Weekly Meetings 5 (Best Day and Time)
  • Training Day 2
  • Bi-Weekly Meetings 5 (Best Day and Time)

​

​

​

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ITEMS TO HAVE READY FOR THE TRAINING (PRINTED)

  • Workbooks & Swag
  • Agenda and Times
  • Print Out of the Call Review (If Applicable)
  • Initial Call Upload (If Applicable)
  • Job Descriptions
  • Incentive Plan Printed
  • Goals Printed
  • Addressing Not Making Renewal Reviews
  • Call Sheets Printed for Note Taking
  • Email Template & Bad Contact Information
  • Renewal Call Time Block Schedule
  • Agency Standards
  • Renewal Call Process
  • Referral Program

​

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