Email Expectations
I just left a voicemail on a new lead, which I put into attempting contact - the person is turning 65 next month. When I hang up, can I send them an email?
No, you cannot send emails to a lead in new or attempting contact status.
True or False: The phone rings to a fax, I should mark as disconnected.
False. Notate "fax" and leave in attempting contact.
Convert the lead and call another time. You got a hello, the lead is yours (even when it's a receptionist).
I come across a lead in the dialer and I think another agent before me should have statused or converted. What do I do?
Fill out the Unstatused Lead Form - link is in the agent playbook.
It's 7am in Kansas City. My client from AZ left me a vm at 7pm last night. Can I call them back right now?
No. You cannot call a client before 8am in their timezone.
True or False: It is best practice to use the SF templates when sending emails.
True!
The new lead you are dialing immediately give an error message in the dialer "failed to connect". What do you do?
This should be marked "returned-failed to connect" but it is best practice to dial a second time to double check.
You are dialing a lead and you get an automated system for a credit card customer service. What do you do?
Mark the lead returned-wrong number.
An agent calls a quoted back and finds out the client signed up through another agency. The agent is bitterly disappointed at losing the sale and tell the client "Thanks for wasting my time" and then hangs up. Is this acceptable?
The client picked up the phone and said "I'm not interested" and then hung up. Can you call them back immediately?
No. Convert the lead, leave a note, and call them back the next day.
True or false: I don't need to verify the client's email address because it's already on the lead.
False: Email addresses are used repeatedly to communicate with clients. Please make sure the one we have on file is correct.
The phone rings for awhile and then an error message saying "failed to connect" pops up on the dialer. How do you status this?
This is a valid phone number and should be left in attempting contact.
You dial a lead and get the time and temperature on an automated system. You should just leave in the dialer, right?
False - please mark this as returned-wrong number.
True or false: Agent leaves the following voicemail on new leads: "United Medicare Advisors 8662825797" - this is perfectly acceptable because they are being efficient.
False. Professional voicemails help avoid spam and help identify clearly who we are and why we are calling.
Client picked up the phone, said hello and then hung up. Can you call them back immediately?
Yes! Convert the lead, and make ONE manual dial immediately. Leave a VM or continue the conversation. If they do not answer, you may make a second manual dial 2-3 hours later.
Give two examples of automated emails that go out to clients during the process from first dial to post-sale.
Examples: Policy submitted, Policy Issued, Welcome Emails on Leads, Customer Portal Access
You get a message saying "not accepting calls." What do you do?
Leave a note on the lead to that effect and leave the lead in Attempting Contact.
I got a hello but the person immediately hung up. What do I do?
You got a hello, the lead is yours, you must convert. You should call back once immediately either try to continue the conversation or leave a professional vm.
What is occ padding and is it okay?
Occ padding is artificially raising your occupancy - often produced by not hanging up after leaving a voicemail. This is a big no-no!
5 manual dials per day, no more than once per hour.
The person I am speaking to has a really long, wonky, strange-looking email. What is it and why is there?
Most likely, this is a person who has called in from one of our paper mail campaigns. I should find out if they have an email address and enter it in the account information.
I get an inbound call and after my intro, there is no one there. Do I need to status this, and if so, what status?
Yes, unless you are transferring the call, all inbounds require a status. This one is returned-disconnected.
First dial on a new lead - how should you handle it?
Let it ring for at least 45 seconds, OR somebody picks up, OR a voicemail is triggered you MUST leave a professional voicemail.
An agent gets a lead pop to them for a 91-yr-old. The agent thinks, they are too old to sell and quickly hangs up the call and moves onto the next lead. Is this an acceptable practice?
NO! This is lead skipping, it's very bad, and the agent is making assumptions about leads when they really have no idea. You must handle any call or lead that is sent to you.
Can an agent immediately re-dial a lead after leaving a voicemail? Why or why not?
No. behaviors like calling and hanging up and calling again are linked to customers flagging us as spam. This hurts our company reputation and overall contact rate.