Evaluating Agent Performance

Our clients and our other agents play a significant role in evaluating agent performance, because we evaluate based on customer satisfaction and how they treat others in the company and the community.

An ideal agent is one who is willing to dedicate some time to serving the community in addition to their fellow agents and their clients. They help with a joyful heart and are known for putting others’ interests above their own. They listen, and they offer sympathy while helping to find solutions.

We use accountability partners to hold each agent accountable to another, and we track notes left by agents in our CRM system. While we pay attention to letters and testimonials sent by clients, we also take it a step farther. Our marketing department conducts telephone surveys to evaluate client satisfaction.

When it’s time to hand out awards such as “Humanitarian of the Year,” contenders are chosen via nomination from our Leadership, giving each the incentive to become better agents and thus boost their own performance. We vote internally to choose the winners. 

Rather than let any associate slide into mediocrity, we have traditional goal setting annually, with quarterly reviews and bonuses for reaching milestones. To keep everyone on track, we use commitment cards on which agents write down their commitments to sales performance. They note their strengths and weaknesses and let us know the areas in which they need help and guidance.