Metric 101
The customer can skip the call every month
What is Automatic Payment
We get things done for you so you don't need to reach back to us
What is automatic payment
Customer accepted your Offer for Paperless! Make them obey you
Tell the customer that the email has been sent but to quickly accept it won't be activated until then. They can also avoid follow up email reminders by finishing during the call.
customer tells you that it is not the right time to renew
Offer to do automatic payments or schedule a 1 time payment so they don't need to call back.
The customer has called 3 or more times in the last 6 month for simple information request
What is OLS?
Customer tells you they don't really like this communication method
Tell them that it's optional but depending on the situation it would be at least beneficial to enroll in bills only that way they get updated bills as soon as possible directly to them.
It's another form of communication and identification
What is Email needed?
Caller is willing to go online but can't find the website. List at least 2 methods
Walk them through and spell drive insurance
Tell them that we don't appear on google search but they can go directly to the wwebsite if they use the address bar.
Tell them to go to the last email they recieved and on the bottom there will be a section that says "Your california Policy#000000. They can simply follow the link there to log in.
As alast resort send fill out the register for them.
WHOOPS times running short
What is Ask for renewal?
Do you even read our mail and now your calling?
What is Fulfilment needed?