PERFORMANCE
The goal % is to reach for this is 115 to be on top!
What is Performance score.
It looks like I can connect you with SelectQuote, which has more than 35 years of helping consumers find the best fit for their insurance needs.
What is life insurance call
When we tell customer "It will only take up a few moments of your time today"
What is "I ain't got NO TIME"
this your goal for this metric, to be in the green on the reports and to receive 100% of your bonus.
What is 100%
“hello, yes we are medicare.”
What is "hello we are not medicare but work with people who have medicare supplemental insurance companies' are eligible for benefits"
The goal % for this to be reached each day is 84.
What is availability
OK great! Let’s get you to a licensed sales agent to review those options. For compliance and your awareness, this interaction is not associated with any promotional or monetary value.
What is MEDICARE call
When we tell the customer "That's not a problem, our goal is to try and save you money on your health care needs" OR "This review is not associated with any monetary value"
What is "I have no Money"
- Asking qualifying questions when not prompted by the script and results in disqualifying a potential customer
What is Overscreening.
"Additional benefits that you are entitled to..."
What is “Additional benefits that you are eligible for…. that you may qualify for…”
The goal % for this one is to be reached 90 each day
What is Transfer of Billable
This script has us transfer people who need help with prescription, and billing help.
What is SelectRX
When we tell the customer "Great, we can do a brief review to make sure nothing was missed out on or looked over for the new year"
What is " I Just Did This"
Failing to say this on every call, you will receive a ZERO call for Quality Assurance. These will impact your pay.
What is
“Hello! This is
(your name here),
on a recorded line.”
"We're not trying to get you to change anything..."
What is “You don’t have to change anything. We want to ensure you have the best options available.”
60% or higher is your goal for this metric, to be in green on the reports.
What is transfer of raw.
"In order to do this, I need your expressed verbal consent to contact you at the number you are calling from. Your permission includes our use of an automated telephone dialing system to initiate our calls. Please say yes now if you give your consent."
What is TCPA!!!
When we say "This is no obligation to change, we work with over 25 carriers and can help make sure you are taking advantage of all the benefits for your area.
What is "I've already chose a plan/ I'm happy with my (current carrier)"
While there may be times that a consumer may not be polite, employees must always maintain a high level of professionalism and always remain courteous. Employees must also engage the customer while on hold.
What is Phone Etiquette
“You do have additional benefits you’re not receiving.” “current medicare status…”
What is “There are additional benefits you might not be taking advantage of….”
when you get customer to agent and they speak with agent for 60 secs.
what is Successful transfer
On these specific script it says to verify if they have this insurance with a certain medicare... medicare advantage, medicare advantage etc...
What is UHC/WELLCARE
When we say “I am so sorry! I assure you that you have been transferred to the right person this time! I work directly with the agent that is licensed in your area.”
What is "I’ve been transferred 3 times, already."
asking qualifying questions prompted by the script must be answered by the consumer and the consumer’s response must be correctly selected by the employee. Failure to do so could possibly result in a falsified transfer
What is Qualification Screening
Instead of saying FREEE what should say???
What is no obligation