Trainers Training

Conduct Training Curriculum

• Deliver virtual training sessions for Insurance Agents and their staff.

• Execute training in one-hour increments over a 90-day period

• Schedule and manage 4-6 calls per day.

Effective Delivery of Training

• Focus on training sessions related to the use of AgencyZoom within an insurance agency.

• Utilize interactive and engaging teaching methods to enhance learning.

Documentation and Reporting

• Maintain detailed notes in agents' training spreadsheets and AgencyZoom accounts.

• Inform the team lead of any issues encountered with agencies/team members.

• Document detailed notes within the training agenda 

• Maintain organized folders of each agencies training calls, within Fathom, for easy access to training calls

• All communication ( Email, Text, and Phone Calls) is to be done through Agency Zoom for proper documentation. 

Support and Engagement

We do not provide support via email. 

• Trainers are expected to refer agents to the daily support calls for additional help. 

• Course Access - All course access or support call questions should be forwarded to Lilly to process. Trainer's time should be spent on training calls, your admin work in the pipeline, and using resources provided to learn more about AgencyZoom.

• Ensure timely and helpful responses to maintain engagement and support.

• Request Google review & video testimonials from agents to promote social media relevance, customer engagement, and create content for social media

Professional Attitude

• Maintain a positive, optimistic, and enthusiastic attitude towards all agencies and team members.

• Foster a supportive and encouraging learning environment.

• Training Structure

  • 4-6 calls per day, 1 hour each

• Daily Agenda

  • Pre-call Preparation (15 minutes)

    • Review the agenda and materials for the session.

    • Ensure all technology is working (Google Meets/Zoom, AgencyZoom, Calendly etc.).

    • Check for any updates on software or specific needs from attendees.

    • Organize recorded to calls within folders in Fathom

  • Training Session (1 hour)

    • Introduction (5 minutes): Welcome participants, overview of the session, and objectives. Ask for feedback/questions from previously covered topics

    • Core Training (50 minutes): Focus on specific features of AgencyZoom, hands-on demonstrations, and interactive Q&A.

    • Wrap-Up (5 minutes): Recap key points, answer remaining questions, provide next steps, add notes to training agenda to document agenda for next call, confirm next call date on calendar

  • Post-call Documentation (5-10 minutes)

    • Document key points, questions, and feedback.

    • Update training records and checklists.

    • Note any follow-up actions required.

• Training Initiatives and Strategies

  • Interactive Learning: Utilize share screen, team member engagement, and ask questions about agent’s processes

  • Real-World Scenarios: Incorporate agent’s processes to our best practices and pipeline layout

  • Progress Tracking: Maintain detailed checklists to monitor participants' progress.

  • Feedback Loop: Regularly survey participants to gather feedback and adjust the curriculum as needed.

• Training Records and Checklists

  • Attendance Records: Track participation for each session in training spreadsheet. Notate absences in service ticket and training spreadsheet.

  • Progress Checklists: Ensure participants are mastering key concepts.

  • Feedback Forms: Collect feedback after each session to improve future training.

• Surveys for Training Needs

  • Initial Survey: Conduct before the training starts to understand the current skill level and specific needs of the participants.

  • Mid-Curriculum Survey: Assess the progress and adjust the curriculum based on the feedback.

  • Final Survey: Evaluate the overall effectiveness of the training and identify areas for improvement.

APPOINTMENT CANCELLATIONS/RESCHEDULES (Trainer Requested):

Trainer requested reschedules are required to be notated in the agent’s ticket. 

• 1. Cancel calendly appointment, with a reason, so agent gets the notification

  • Reason - “Trainer canceled (reason) emailed link to reschedule”

• 2. Call agent to try and reschedule

• 3. Send email/text informing them you are sick and unable to take calls today. 

  • Include a link to reschedule this call

• *Message Lilienne to help with rescheduling if you are unable to do steps 2 & 3

• 4. Add pinned note to agent’s training ticket - not the customer page

  • “Date - Trainer canceled (reason) emailed link to reschedule”

• *If agent already has a pinned note for appointment changes, edit that original note

• 5. Make a note on their spreadsheet to check that call has been rescheduled.

• 6. Clock sick hours in ADP

**Trainers are managing their own calendars but if you are sick, or have an emergency, Lilly can help with managing that day's appointments 

APPOINTMENT CANCELLATIONS/RESCHEDULES (Agent Requested):

Cancellations and reschedules will not be honored. Agents have received many notices of this in their emails and calendly reminders.

Exceptions are only made for severe situations and must be approved by the team lead

When an exception is approved:

1. Edit pinned note with their appointment date screenshot

“Date - Agent requested reschedule due to ____. Trainer approved”

2. Cancel appointment with reason “agent requested reschedule - trainer approved”

3. Reschedule call with the agent - do not send your calendly link to the agent

Calls are open for 10 min. If nobody from the agency shows up to the call, it will be counted as a redeemed call. Trainers will resume content from where they left off in the last call. Items missed in training can be covered on support calls or by the agent purchasing a paid training call.

*Reschedules are not offered without Lilly's approval*

1. Email agent 2-5 min after meeting time to remind them of the call

   • • Subject line "Today's Training Call"

     • Body of email:
       "Hi ____,
       I am in the meeting for today's training call.  We leave calls open for 10 minutes before closing down and counting as a redeemed call. I will hang out for a few more minutes."

2. Close the meeting after 10 min

3. Notate in training sheet "no show XX/XX/XXXX" (date)

4. Email agent 

   • • "Hi ____,
       I have closed the meeting due to nobody trying to join. This call will be counted as redeemed. Our next call is scheduled for XX/XX/XXXX, see you then!"

5. Notate in agent's training ticket

   • • "XX/XX/XXXX no show"