Special Instructions
Where are the three places you can find special instructions prior to making your appointment?
At the top next to the location
On the top left corner next to DRP, by shop details box once the calendar does load.
The Attention acknowledging box.
Why is strong attendance important towards your performance?
Strong attendance demonstrates dependability, professionalism, and respect for the team’s time and department goals.
What are the four metrics that impact you on the dashboard? (Hurdles)
AHT
Calls per hour
On Queue
Quality
What is schedule revenue percentage?
It's the percentage of drop to estimate appointments you schedule that bring in revenue.
Tuesday, 11/25/2025
Why are special instructions important?
What method informing your TPC you will not be in for your shift is not allowed?
Texting
What are our conversion targets for inbound and outbound?
Inbound 50.2%
Outbound 17%
How can you increase your schedule revenue percentage?
By educating the customer on the Direct Repair Program
What is the Quality target expectation for November?
88%
What does this special instruction mean?
Transfer Tesla to the shop for scheduling, CXC schedules State Farm and Allstate Only.
Transfer all other calls to the shop for scheduling
CXC can only schedule Allstate and State Farm all other carries including Tesla vehicle transfer over to the shop.
How does it affect our team and department when teammates frequently call out?
It affects the whole team because others have to cover extra work, which can lead to burnout and lower productivity. It can also slow down the department’s overall performance and affect how efficiently we meet goals or serve customers.
Name three strategies to increase conversion?
Probing
Active listening
Overcoming objections
What would you say to a customer who wants an estimate first?
Dropping off lets us provide a complete estimate so your insurance can clearly outline what’s covered.
Doing the estimate and repair together is quicker and ensures the work is guaranteed under your insurance’s direct repair network warranty.
The largest pumpkin pie weighed how many pounds?
3,699 pounds.
Can we scheduled at locations with the special instructions that look like this?
"LUXE/EV LOCATION"
YES! We can now scheduled at 21 locations that also accept high-end vehicles.
Does leaving early unplanned impact your on queue percentage?
Yes, your on queue percentage is impacted with any unplanned early leaves, additional breaks, extended breaks and logging into Genesys late.
Where can you find additional tips to overcome objections and GET THE KEYS!!!
The Training Manual!
Why does educating the customer on the DRP process matter?
When customers understand the benefits of the DRP process, they are more likely to confidently move forward with a drop-off appointment rather than requesting a separate estimate.
Educating customers about how the process works helps them make an informed decision and builds trust in our partnership with their insurance company.
Higher Conversion
• Faster Repairs
• Less Confusion
• Fewer Missed Opportunities
• More Accurate Estimates
How many feathers does the average turkey have?
More than 5,000.