Call Tracker
What is the expected number of Call Tracker(s) to complete per interaction?
1 per interaction.
A call comes through Queue Manager and you notice an Agents named attached to it. What do you do?
Offer a Branded Greeting.
When navigating NECHO, what key should be utilized primarily to prevent lock-outs?
Tab.
The Caller informs you that they are driving 6000 miles per year, what should you do?
Set expectations around the Low Annual Mileage discount.
When trying to determine the correct department to route a call, what tool should be used?
Call Routing Tool.
After the interaction is completed and your notes have been left, what do you do to get ready for the next interaction?
Utilize PEGA to restart your applications.
While in NECHO, what key will allow you to expand fields to offer additional information around the question?
ESC
On the Driver Details page, we see a number of auto populated driver names. What should we do?
Confirm the names for accuracy of the application.
If a Call Tracker does not auto populate, where should you open it from?
The Call Tracker button in ECRM.
Congrats, you have just bound a policy and left your notes within the Opportunity. Before exiting the Opportunity what step should be completed next, if not already completed?
Change the Opportunity Staging.
What key will be pressed to un-freeze a NECHO screen?
Left CTRL.
To assist with a better understanding of the home, what tool can we utilize within the Fire application?
360 Virtual Tool (ERC Tool)
After an interaction where you bind both a Auto and Fire, in which Opportunity should the Call Tracker be saved?
The Auto and Fire Opportunity.
Where should Call Tracker notes be left?
Within the Opportunity/Case Log/Task.
In NECHO, how do you check to see if a TOOF transaction can be completed?
Check the App Date in the Customer's NECHO household page.
While completing the Fire E-App for a Renters quote, you come across a page requiring forms to be added. What do you do?
Inform the Caller the Agent will need to require documentations before completing the app and that you will have to RTA.
During the interaction, a Caller reached out about getting Life insurance and that is all. After the interaction is completed, what would be the correct Call Tracker selection?
Call Type: Customer Service Call
Call Scenario: Out of Scope Product - RTA
What is our primary tool to take notes within ECRM?
Scratch Pad
How would you locate a recently completed quote in NECHO?
After entering NECHO, on the Table of Contents enter 6 "Pending Rate Quote", then 3 "Recall a rate quote" followed by the Caller's last name.
How do identify if a location should have Condo or a Homeowners policy written for it?
If there is a masterpolicy and if they are responsible for the structure of the home.