Random (job related)
What are WFH?
Points given out for contests and Kudos
What is the 2 minute rule?
going to break/lunch/meeting etc. 2 mins before if youre not on the phone so you are not way out of ADH
Who can Request a LOE
Agent or customer
Who can participate in the RT program?
Any driver on the policy with a compatible phone
What is a PW and why are they important?
Process Walk- They make sure we are doing what SW states as well as providing excellent customer service
How many Attendance points are we allowed and when do they drop off?
5 points 90 days
What is a LOE
Past history with safeco insurance. It can also show any claims with us as well.
I got an email that my phone isnt compatible. Id like to still get the discount because that's not my fault. How would you respond?
I understand wanting to get the best discounts available. Since your phone isnt compatible and you cant participate we are unable to give you that discount. However, I can get you connect with an agency that make sure you are taking advantage of all our other discounts.
What is the best way to send feedback
Screen shot the call on triton and send to your sr/sup. Never contact the previous CSR yourself.
What is the correct way to escalate a call?
Try to deescalate first.
Transfer to Escalation EST VM.
Send email with details to CASTindyleaders
Why would someone need a LOE
Purchasing or selling a home. Getting new insurance and shopping.
How many days does the insured have to sign T&C before it opts them out of the program?
45 days
Who do you do if you want to become a permanent employee of Liberty Mutual?
Go to Careers at liberty mutual for a listing of job openings.
What is the SW for system downtime?
Anything over 5 minutes must be emailed with a ticket # to CASTindyleaders.
Contact your Sr/Sup or fill in Sr./Sup.
Report your time so times can be adjusted.
Can you get a LOE without the claim history on it?
yes
If a customer is got a new phone and is having issues signing on, what is most likely happening?
they must download the app from the app store. They can not download from the cloud.
Why is it important to use the Customer Assistance chat when needing help?
Multiple people can see the questions to assist.
If you have a power outage, how is that handled?
First 30 mins will be paid. Anything over will be unpaid.
How long does it take to get a LOE back to the customer and how will they get it?
2 business days- via email or fax.
yes, however, you will not get to keep your discount. in order to have him do the program you would need to start over as well. OR you can wait until renewal time to have him start.