3 posts found
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.
11/24/2021 · 6 min read
Track four non-negotiables, retention rate, closing rate, cost per acquisition, and premium per policy. Add quote-to-bind time, cancellation reasons, activity ratios, and cross-sell rate as diagnostics. When a metric moves, respond fast with a targeted or systemic fix.
11/22/2021 · 5 min read
Tracking metrics transforms agency performance because data turns vague problems into specific ones with specific fixes. Measure acquisition, conversion, retention, and staff performance, then review the numbers in the weekly team meeting so they drive decisions instead of decorating dashboards.