Email Expectations
I just got a client on the line that after hearing my value prop, asked to be "added to the list or whatever" When I hang up, can I send them an email?
No, you cannot send emails to a lead that has been added to the DNC.
True or False: The inbound call is a fax, I should mark as disconnected.
False. Notate "fax" and leave in attempting contact.
You get an inbound from the client's work number and they ask that they call you back on their personal cell after you already complete all your consents. What do you do?
Gain TCPA consent, put the number in SF and complete consent items in SF. Call them back!
A client tells me that they have already asked to be added to the list. What should I do?
Respond with this: “Mr./Ms. [NAME], your name must have been given to me by mistake. I am sorry for this inconvenience. I will have my manager immediately contact our Customer Care department so that we will not bother you again.”
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 status you should choose if you receive a call and there is no one on the other end of the line.
What is Returned-Disconnected
You receive a call and the client asks you multiple times what their Rx costs will be and seems to not be comprehending the conversation. What do you do?
If you’re concerned about the beneficiaries’ mental capability, pause, step back, be respectful and ask questions to determine the best person to join the conversation.
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 on 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.
You dial a client for a call back and 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 your follow ups.
True or False: A client just signed up and gave me a list of family members and numbers that need help too. I can go and start calling those referrals right now!
FALSE - you must always remember that we do not have consent to call the referral and the referral must initiate the initial phone call by calling you.
True or false: Agent leaves the following voicemail: "John Smith. Call me back on this number. It's important." - this is perfectly acceptable because they are being efficient.
False. Professional voicemails help avoid our number being marked as spam and help identify clearly who we are and why we are calling.
Client connects, says "hello" and then hangs up. Can you call them back immediately?
Potentially! You must convert the lead, and if TCPA has been gained for that specific number, you may 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 contact to post-sale.
Examples: Policy submitted, Policy Issued, Welcome Emails on Leads, Customer Portal Access
The state that has their own specific call guidance.
What is Florida?
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. If TCPA has been gained for that specific number, you should call back once immediately and either try to continue the conversation or leave a professional vm.
Artificially raising your occupancy to make it look like you are working more than you actually are.
What is Occ Padding?
The maximum number of manual dials an agent can make per day to a converted follow up (assuming there are no technical issues).
What is 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.
This can be done on the initial call and does not need a call back from the client.
What is Email and Text enrollment?
Something that is required to be returned within 4 hours of receiving them.
What is a 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?
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.