Systems
What is Crash Champions' Proprietary Scheduling System?
Hyperdrive
What does DRP stand for and what does it mean?
Direct Repair Program and works directly with an insurance company.
How do you search for Aluminum vehicles?
"View Details" box in scheduling calendar and type 'Aluminum' in the location search bar
If you receive a call about warranty work, how do you handle it?
Transfer the warranty call to the shop, or email the shop about a customer inquiry
How can you reach out to your T.P.C.?
Phone, Text, Teams, email
How do you remove an Opportunity from pending so that we no longer contact the customer?
Archive, set a callback, schedule an appointment, unsuccessful contact note
What metric does Crash Champions use to describe the average amount of time that you spend on a call?
A.H.T.
What do we call these insurances when speaking with a customer AUTO CLUB ENTERPRISES, AUTO CLUB INS ASSOCIATES, CSAA IE, AUTO CLUB INS-TAMPA, AAA CAROLINAS when speaking with a customer?
Triple A (AAA)
A customer asks how long the repairs will take, what will you tell them?
It depends on the damages, parts availability, and the customer can speak with the shop once they have dropped off their vehicle.
What is a checklist used for?
Hitting all points on a call
What are the names of the Portals that we use for insurance assignments?
CCC1 and Mitchell
What are Queues? (Genesys and Hyperdrive)
Queues are created in Hyperdrive to populate assignments that are pending to be called on. These are often divided by insurance companies or states/areas.
They are also in Genesys to determine what OB assignments you will be receiving
What do you do if there are no Tesla shops in Area?
Refer the Customer to the TESLA number or back to their insurance by call or VM
The screening of your calls for this metric impacts how your customer interaction went and your Dashboard ranking.
Quality
If you get an email directly from someone at a shop, how do you handle?
If any teammate from the shop reaches out to you directly via Email or Teams, please use this template in your response:
Thanks for reaching out. I am currently assisting customers on the phone, but if you could please send your concern to CXChelp@crashchampions.com, we will be sure to respond quickly. Please include the name of customer, claim number, vehicle and any relevant information. Thank you.
What is a wrap up code used for, what system is that in, and when do you use it?
A disposition to determine the type of call handled, Genesys, after you end a call
What is the H.E.A.L. method?
A method to de-escalate an angry customer
How are FlexDrive's handled? (Excluding Progressive PA Pilot)
Outbound – set callback two days out and email the location to assist.
Inbound – transfer call to the location to assist
When scheduling an appointment, the customer mentions that they would need a rental. What would statements would you mention to the customer regarding the rental?
Advise the customer to please reach out to insurance/ rental company to set up rental reservation to pick up vehicle directly and bring their Drivers License and Proof of Insurance
Can you use Google to find out if a shop is open on Saturdays?
No, use location information
What is the login process at the beginning of your shift?
Log in to ADP, Hyperdrive, Genesys, CCC1, and Mitchell. Open your SOPs from the Daily dispo
What is Conversion and what is it used for?
The number of appointments that you schedule divided by the number of calls that you take, expressed in a percentage and it is used on the Dashbaord
What pieces of information does the customer need to write on the envelope that they will put their keys in when they are using a drop box and how do you find the location of a shop's Drop Box?
NAME, PHONE NUMBER, Year, Make, Model, Insurance, and Claim Number and in the shop location information
What is the difference between a Queue callback and an incoming call?
Incoming call is received by the customer calling in. Queue Callback is when the customer choses not to wait on the line. The callback comes in with a deep ringtone, myst be manually answered and dialed, then dispositioned proplerly and End Callack chosed at the end of the call.
What are the hours that you can schedule a customer if they need a rental?
Between 8:00 am and 4:30 pm