agent-management

Posts Tagged: agent-management

2 posts found

Scorecards: How to Track Agent Performance and Actually Use the Data

02/16/2022 · 5 min read

Agent scorecards track five buckets: activity, contact rate, conversion, revenue, and first-term retention by agent. Review weekly with the team, debrief on one or two specific improvements, and use the data to coach rather than catch people. That is the difference between a scorecard culture and a surveillance culture.

agency-buildingmedicare

Justin Brock on Agency Building: The Systems, Numbers, and Decisions That Drive Growth (Part 2)

01/12/2022 · 6 min read

Justin Brock runs multiple lead channels, tracks close rate and persistency by agent, and uses a simple test for keeping or releasing people: would you hire this person today? The agencies that scale fix personnel and lead concentration before they become emergencies.