3 Easy Steps to Build Your Agency’s Training Process

1. Identify your agency’s biggest problem.

You need to figure out where your agency has hang-ups or issues most regularly. Think of a checklist, like airplane pilots have their preflight check. What would need to be on your agency checklist, so everything runs smoothly?

2. Come up with the training around the identified problem.

When you figure out your agency’s biggest trip-ups, start documenting a process on how to avoid tripping over them again. It can be as simple as a Word document, or whatever internal tool your agency uses. Your agency just needs to start somewhere. You can’t change anything if you don’t start somewhere. Then as you gain time and experience, layer on more expertise.

3. Create “bite size” content that is given slowly, over a period of time.

A new employee isn’t going to read a one-hundred-page manual, and even if they do, how much will they really retain? You want to break down processes into easily digestible nuggets of information. Then feed them this information over a period of time, be it 2 weeks or 6 months, just NOT all at once. This “small and slow” method is more likely to be read, retained, and allow your agency employees to grow from it.

Also, you can use this type of onboarding for your agency’s clients as well.

Is Your Training Process Successful?

Your agency will need to look at each job function separately. Different roles will have a different measurement for success.

Use internal metrics to develop a quality score. Then have your agency team leaders review calls, emails, conversions, quality assurance, etc. and actually assign a grade. As you track this information and see how the grades change over time. Wherever you see improvement needed, then you know where there may be holes in your training and you can adjust accordingly.

Assessment areas could include:

• Customer Service – Consider product knowledge and customer interactions
• Engineers – Escape defects found through quality assurance.
• Marketing – Conversions, success of split-test launches, etc.

Remember, measuring the success of your agency’s training process is not a one-size fits all approach.