How long is it appropriate to remain 'on hold' for the Caller/IP/Client?
Between 4-5 minutes.
We should always attempt to call them back.
100
We should always verify demographic information before sending the Client an E-Sign. T or F
T
100
What case type does Asbestos fall under?
Trick Question: Asbestos
200
After how many minutes are we required to check in with the Caller/IP/ Client when we place them on hold?
After 2 minutes.
We can then give them a clear expectation of how much longer the hold will be if needed.
200
For what Litigation and Venue are we not able to send clients an E-Sign?
KY
WC
200
What do we do if the Caller/IP/Client requests a free Mesothelioma pamphlet?
- Send the Mesothelioma e-mail template with the free link.
-Calls IST for help
300
Give an example of inappropriate voice presentation or tone.
Using slang or derogatory language, monotone voice, not showing empathy through voice presentation, sarcasm, interrupting client without apologizing, etc
300
What employer is necessary to document for WC E-Signs?
Their current employer and if different from where they were injured, their previous employer as well.
300
What do we use for the Date of Incident in Asbestos cases?
Date of Diagnoses
400
What should we do if a Client submits a duplicate lead complaining about their legal team?
Call the client and try to transfer them to Client Satisfaction. If the client does not answer, send the client satisfaction e-mail so that they may continue to follow-up with Client. Write appropriate notes on original lead and duplicate the other lead.
400
In what order should we proceed to complete the E-Sign process with clients?
-Verify demographic information if on LQ or E-Sign Sent.
-Ask client if they have time to complete the questionnaire. If so do it before sending the document.
-Send E-Sign document.
400
What is Asbestos?
Construction material used for insulation that causes respiratory injuries such as Mesothelioma and cancer.
500
What should we say if the Caller/IP/Client asks how long it will take to receive a call after its been put UR or SU?
We are not to give specific time frames. But we can refer to the general script and inform client the following:
"Cases are reviewed as they come in and we will be in contact with you as soon as a decision has been made. If you have any questions that arise in the meantime, please feel free to contact us. We are open 24hrs a day”.
500
When assisting the client navigate the E-Sign document what is an important point to cover right from the start?
To advise the client that their signature is legally binding as if they were signing with a pen and paper, and also advise the client that what they’re signing is the legal contract.
500
What are the 3 types of injuries we are looking for in Asbestos cases?