The toll free number that customers can call anytime to change their preference
What is 1-800-865-6035
100
Reason why we need to read the DSS consent even if they are already signed up
What is new vehicle/new vin
100
Three ways reps will be evaluated
What is side by side, silent monitoring, and recorded call
100
Effective Feb 5th- State Farm mobile app replaced
What is Pocket Agent
200
State Farms sells about #___ different products
What is 100
200
What was added before reading FCRA (what does it pertain to)
What is State Farm's Notice of Privacy Policy
200
Customer Segment goal
What is 70%
200
The 3 keys attributes of customer service quality (from CFQ Representative Reference Guide)
What is Expertise, Accuracy, Resolution
200
Dallas' go-live date for Queue Manager replacing SFCTI
What is Atlanta, Dallas and Jacksonville – Feb. 20, 2018
300
State Farm has been #1 Auto insure in U.S. since
What is 1942
300
When we do not read FCRA
What is when there is an active policy or saved quote
300
On Jan 1, 2018 this was discontinued
What is DSS with Sync
300
How an out of scope request will look on an evaluation
What is red in the evaluation form on (Q3) and furthermore marked as “Process”
300
Even after the stand alone changes went into effect Jan 8th, we cannot add
What are comp and coll coverages
400
American Songwriter who wrote State Farm jingle ("Like a good neighbor, State Farm is there")
Who is Barry Manilow
400
The three ways a customer can review the Notice of Privacy Policy
What is on statefarm.com, email with a link, copy of it in the mail
400
How many days does a customer have to download DSS?
What is 35 days
400
From CFQ Representative Reference Guide-difference between a yellow and green
What is yellow still has opportunities, while green goes beyond expectations
400
Current EIP Scorecard Results: (Through December 2017)
What is 21%
500
State Farm's position on the Fortune 500 list (as of 2017)
What is 33
500
What was the word removed from beginning of the Notice of Privacy Policy word track? (This word was confusing to some customers just wanting a quote)
What is transaction
500
The 5 customer segments
What are Relationship Seekers, Demanding Local Shoppers, Passives, Self Sufficient, and Frequent Shoppers
500
The 4 CFQ questions
What is
Compliance Exception
“How did we quickly connect with the customer?”
“Did we resolve the customers need?”
“Was the appropriate process used to meet the customer situation/needs?”
500
4 Modules for 2018
What is Code of Conduct,,Information Security Awareness and Privacy,Information Retention Program Education and Certification,Harassment Training