Inbound Basics
A customer calls PRT. Before deciding what action is needed, what should you establish first?
The reason for the customer's call and what the customer is trying to resolve.
A policyholder entered their DOB and policy number through IVR. What still needs to be confirmed?
The customer's full name.
What type of questions should you use when exploring flagged information?
Open questions. The Conversation Management material promotes open questioning and probing to gather information.
If a customer confirms information that means their policy needs changing, should you leave the policy as it is?
The required change needs to be quoted, price presentation needs to be delivered and the customer aware of changes and their options.
A customer calls because they don't understand why PRT needs their documents. What's the first thing you should do?
Listen and establish why they are calling, then use the policy information/history to understand the validation check before explaining the next steps.
Before taking action on an inbound call, what should you establish about the customer's validation journey?
Establish what stage the validation check is at, what has already happened and what is still required.
The policyholder entered only their DOB through IVR. What additional checks are required?
Confirm the full name plus one verification check, such as the policy number or vehicle registration.
What statement should be read before questioning the customer about flagged information?
The Prompting Honesty Statement.
Name the 3 options delivered in price presentation.
MTA (DD or Cash), rebroke and cancellation.
A customer calls about an I2 check and says they've already sent some of the requested documents. What should you establish before asking them to send anything again?
Check the case/history to establish what has already been received and what is still required before advising the customer. This follows the inbound approach of checking the notes and identifying next steps rather than starting the process again.
After completing DPA, you're unsure why the customer has been contacted by PRT. What should you review?
Review the policy notes to establish what has happened and what the next steps are.
A caller passes DPA but isn't the policyholder. What else must you establish before discussing or changing the policy?
Whether the caller has the appropriate authority to act on the policy.
Why shouldn't you immediately introduce the QM quote data before allowing the customer to explain?
Conversation Management is designed to use questioning and probing to gather information from the customer and make an informed decision about the next step.
What must be delivered when going over Direct Debits?
The total amount payable including interest
The new instalment amounts
The dates they’re due
The number of instalments remaining.
A customer's answers mean a policy change is required and the customer objects to the additional cost. What should your response demonstrate?
Listen and acknowledge the objection, explain clearly and offer the available options fairly, rather than simply repeating the price.
A customer calls because documents are outstanding on their validation check. What key information should you make sure the customer leaves the call understanding?
What documents are required, the current due date, and the next steps that could be taken.
Where should you check whether someone has the Policy - Authorised Party role?
At account level under Contacts, checking the contact's role.
A customer gives an answer that needs further exploration. What techniques can you use rather than simply moving onto the next question?
Use probing, including techniques such as mirroring/echoing what the customer says and allowing silence where useful to encourage further information.
During an inbound, the customer still needs to provide documents. What should you clearly confirm before ending the call?
Confirm which documents are still required and the relevant timescale/due date.
A customer calls about an HP7. What should you do?
Transfer to HP/T&L.
A customer calls but you don't immediately know what stage their validation check is at. What should you establish before deciding what to do?
Establish why the customer is calling, complete the required customer checks, review the notes/history, identify what is currently required, and then determine the appropriate next step.
What information do you need to add an authorised Third Party?
PHs Full name, DOB & Policy number
TP Full name, DOB & Address
During an inbound the customer's explanation doesn't match the information you can see. What's more appropriate: challenge them immediately with all the data, or continue exploring their explanation first?
Continue exploring first. Focus on using open questions and probing to gather information before making informed decisions on the next steps.
What are the 2 wrap up statements and when do you need to read each one?
If we've made a change, cancelled the policy or have sent new chase documents, say: “We'll send your new documents via email. They'll also be available in MyAccount and the app within 24 hours, please read them carefully."
If we still need information, say: “You can send us the information we've asked for in the app, MyAccount or via email. In the app you also have access to our ‘Whatsapp-style’ messaging service.”
A customer calls about their validation checks. There is QM information to question, documents are outstanding, and the customer's answers may result in a policy change. Talk through what you need to achieve before finishing the call.
A strong answer should include: