Scripting
True or False: I can put the script into my own words.
FALSE
Where do you go to look up available coverages for callers?
SOS Enrollment Tab (Waffle)
What do you code a call that's just dead air?
Hung up less than 30 seconds.
What partner would you select when enrolling coverages on the Digital line?
You must ask the customer if they have service with any of the partners listed. If not, choose Ownbrand.
What information do you need to collect from the caller?
Name, Phone Number, Zip Code
TRUE
What information do we need to complete a Do Not Mail Request?
Name, Phone Number, and Address
Which Sales Type should you select for all Digital enrollments?
DRTV
True or False: I don't have to read the Non Sales Close, they called us, they have the number.
FALSE
What enrollment code do you use for Digital enrollments?
N
How should you disposition the call if coverage isn't available in the caller's area?
True and False: There are some states we where we are not allowed to discount. The discount tool will not be available in these states.
TRUE California (CA), Florida (FL), Wisconsin (WI), Virginia (VA)
True or False: You must type in the monthly price for the coverage you're selling.
TRUE
What all do we have to ask and read to customers during the enrollment process?
Eligibility questions, and all required disclosures verbatim
What do we do if our caller speaks another language?
Call the Translation Line and get the appropriate translator on the line.
NO - discounts have to be done with OFF BILL coverages.
What is the REQUIRED call back verbiage?
"In case we get disconnected or need to follow up, may I have the best telephone number to reach you? Please be aware the callback may be from an automated system from a live agent."
If the customer has multiple properties you're enrolling, do you have to read the eligibility questions and disclosures again?
YES
If the transfer line isn't working or the wait it too long, we provide the phone number, then dispo as what?
Transfer to [Department]
If a homeowner calls in about enrolling rental properties, would you enroll them on bill with a partner or off bill?
OFF BILL - Unless the utility bill is in the owner's name.