Ongoing Associate Training at Expivia - Agent Analysis Program

There are a lot of centers that think a quick morning meeting is their only basis for ongoing quality training.  Not at Expivia.

You would never go on a long road trip without any kind of map or GPS right? How can representatives and supervisor kn​ow where you want them to go unless they too look at their map for success? We call this our Expivia Agent Analysis program…Our map to success for our agents.

It’s very important to give out goals to each of your reps daily. It’s also just as important to have each of your reps have an achievement/progression plan that gets looked at and talked about weekly in a much more detailed format.

Our Expivia Agent Analysis program is one of the cornerstones in developing high quality representatives. Not only does it show that we care about the standards that are set, it also shows representatives that we care about them; it shows we care about their personal development. They can see there is a path to career progression.

Each of our representatives are pulled from the floor for at least 15-20 minutes a week to talk a little deeper about how they are doing, what they need to do and how we can help them. We make sure the tone of this meeting is positive in tone.

1) We talk about the past week, what were the quality/sales/social media goals that were given last week to that representative. Did they meet the goal, if not then talk about how they can better achieve these goals in the next week.  Our supervisors are trained to be prepared for this. They give specific examples to help the representatives.(“Janie we talked last week about to recognizing closing signals in your calls, I think you have done a little better especially yesterday when you…..”). We go over recorded calls here that are specific to the goals that were set the past week. We talk about their specific monitoring scores as well.

2) Any attendance/dress code/team behaviors are brought up at this point. This is the only part that may get a little negative so we like to sandwich it between the recap of the week and the next weeks plan.

3) Give each representative SPECIFIC individual plan/goals for the week.
“Janie we need 4.0/5.0 quality score average for all your monitored calls for next week, you were really close to that this week so I know you will be able to do this. I would like to see your conversion go to 6% from 5.2% next week on your cross-sell opportunities as well, recognize those closing signals that we talked about and you will be above 6%! I know you can do it!!!”

4) We end the meeting talking about their career plan. Do they want to be a management trainee, supervisor, team lead? Do they want to learn more programs/social media opportunities? We talk about how we can help get them to the next level. Career progression is very important to us at Expivia.

This is another way we are different from other marketing organizations.
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