Metrics Matter
This metric measures how you made your customers feel?
What is Behavioral Composite
DRIVE/RECD RTA FOR 26 TOYO-UNABLE TO SEND BACK-NEED PH CONF ON VEH ADD & COVGS-TRANS IN HOLD//CLD & LMOM FOR PH TO CONF ADD VEH-PLS UPD & RELEASE TRANS ONCE PH CONF IS RECD & HAVE RTA RETURNED TO DLR. UPLOADED RTA TO DOCZILLA AS LEGAL
what is the drive team
This guideline helps us navigate how to speak with lenders, landlords, car dealers, and individuals who are NOT our named insured
What are third party guidelines
This key tool will determine whether or not you need to have a rate conversation
What is retention router
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Who is Drake
This metric measures how often the customer needs to call back after speaking with you.
What is FCR-Setting clear expectations
MR PH cld to add cov to all vehicles. Add: PIP opt 3. QHC required. Adv MI PIP form must be esigned for opt 3 in 10 days or roll up. ADV NAP $722.50 renewal Pre-endorsement pip pause review-- acceptable qhc docs recd for requested change on 4 processed saved quote.
What is PIP Pause
This action is what we do at the end of our calls?
What is Power Close
Bonus: components? Recap, confirming all needs, say your name, brand lm, solicit survey
This PAG handles all coverage questions related to home and condo policies
What is Advanced
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What is zero
This metric measures how efficient you are during the call
What is Average Handle Time
NON-RENEWAL EFFECTIVE: 6/4/2026 RELEASE DATE OF NOTIFICATION: 4/24/2026 FIRST YEAR: 2021 REASON(S): POLICY IS INELIGIBLE FOR COVERAGE IN THE PERSONAL MARKET WE ARE NON-RENEWING THIS POLICY DUE TO IT BEING INELIGIBLE FOR COVERAGE IN THE PERSONAL MARKET. A REVIEW HAS DETERMINED THERE IS UNACCEPTABLE BUSINESS USE OF THE VEHICLE LISTED ON THIS POLICY AND EXCEEDS THE ALLOWABLE LIMIT ON A PERSONAL LINES AUTO POLICY.
What is non -renewal
In MI a customer with Medicare A&B does not have to pay for PIP Coverage through their auto insurance
what is option 6
Send pip docs and copy medicare card
This team help troubleshoot safe driving habit tools that help save our customers money
What is right track
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Forrest Gump
Bonus actor: Tom Hanks
This metric determine whether the leads you are sending are quality and realistic to your customer
What is Quotes to Lead
PH RECEIVED LETTER ASKING FOR VERIFICATION OF OPERATOR INFORMATION AS PART OF THE UNDISCLOSED OPERATOR PROCESS. PLEASE SEE KNOWLEDGE CENTER FOR ADDITIONAL INFORMATION UNDER MAILINGS/CAMPAIGNS AND PROCEED TO UNDISCLOSED OPERATOR LEXISNEXIS PROGRAM
What is Lexis Nexis
This tool helps us send necessary documents from our Production team such as SR22, Manual Binders, and even MA RTA's for customers who are renewing registration online
What is PSIF
This team assists when a customer has an accident or needs to be reimbursed for towing
What is Claims
Bonus what number do we provide the customer
This is the name for a cluster of bananas
What is a hand
This metric measures how well you come to work and participate in all your scheduled activities
What is adherence
DRC CUSTOMER ONBOARDING WELCOME TEAM CALLOUT- CALL ATTEMPTED VM LEFT ABOUT POLICY AND EFFECTIVE DATE AS WELL AS SALES # 888-323-2756, IF PH CALLS BACK PLEASE OFFER MULTIPOLICY DISCOUNT AND THEY ARE ELIGIBLE FOR CROSS SELL
What is a Lead Opportunity
Our customer is going to Florida for the winter and won't be driving their vehicle for 6 months
What is storage coverage
Bonus: how is this handled in MA? New York?
This site is where we go to generate documents for homemade trailers that need to be registered in MA
Call center support requests
Bonus manual rta
This hunk of metal recently traveled around the far side of the moon
What is the Aretemis II spaceship