Reminder's
What is a Reminder?
A call/text the business day before to confirm the scheduled appointment with the client.
What is an RA call?
A Review Appointment call is made to schedule a meeting between existing clients and their agents for a review of current polices.
What is an Urgent call?
When an agent cancels an appointment and needs to reschedule. Its "urgent" because the client is not aware that the appointment has been canceled and the agent needs to reschedule.
What are Pending calls?
A call to reschedule an appointment the client canceled, the client missed or the agent missed.
What should you always check to make sure the agent receives the email?
Queue for Sending
Can we send text reminders to clients?
No, we can only give them a confirmation call.
A client has multiple numbers but one is NIS, what do you do?
Use the number to uncheck the number then notate it.
When/How often do we check for Urgent calls?
Everyday, multiple times a day
We attempt to reschedule with each client 3 times.
Unless the client gave you a specific call back time, you should attempt to call them 1-2 a week.
The State Farm list expires after..?
30 days
When confirming appointments, what should you always verify with the client?
Date, time and location of the appointment
When scheduling for multiple calendars, where can you find instructions on who to schedule with?
1. Scheduling Preferences (meeting w/ section)
2. Client Notes
3. List Names (parentheses after the clients name)
4. Calendar Names
When do we leave voicemails for Urgent calls?
First and last call
When do we leave a voicemail?
3rd and final call we will leave a voice mail (you can hang up at 24 secs on the first 2 calls)
Is this sentence compliant? "We spoke with SUSAN to schedule an OFFICE REVIEW. She would like to be contacted at 123-456-7890"
No not compliant.
What time do first round and second round reminders need to be done by?
First round by 12pm clients time. Second round by 6pm clients time.
What are the 4 types of Duplicates?
1. If spouses or policy holders were uploaded on separate profiles for the month
2. If a client was uploaded more than once for the month
3. If a client was submitted within 10-12 months of having an appointment
4. If a client was submitted within 6 months of declining
Agents can cancel an appointment all the way up until what day?
The business day before
How often should you check for new Pending calls?
Everyday
If we check the Client Event Log and see two "Client Record Created" notes are a week apart, is this a duplicate?
Yes
Is it required to say "We have a few things prepared and are looking forward to meeting with you" on every reminder call?
True
What are we not allowed to send in emails due to our contract with State Farm? How do we update the office with new information?
Personal Information such as Full names, Full phone numbers, Emails, Addresses
We call the office with any updated information.
When changing appointment locations what do we need to verify with each Office, Phone or Virtual appointment's?
Phone: Verify the correct number to contact the client on
Virtual: Verify if the client is already receiving emails from State Farm.
To avoid no-shows, what should you always confirm with the client?
1. Necessary appointment information
2. Date and time of their rescheduled appointment
3. We will be giving them a confirmation call or text
Why is it important to keep up with your time clock?
Helps with time management and it helps create accurate metrics