Resources
What does AA stand for?
AutoAnswers
This metric is 30 seconds, and if you're in it for over 1 minute, you get kicked.
ACW
How long should you keep a customer on hold before you check back in with them?
2 minutes
We must first ask if the customer consents to this, before Binding.
DSS
Drive Save and Save
What is the first consequence for a compliance failure on a Complaint?
a Verbal Warning
When should you call or chat with Escalations?
After referring to all resources
What does AHT stand for?
Average Handle Time
What is the number to SF Help Desk?
SF Help Desk
877-766-6371
We must always verify and ________ every customer before we can access and make changes to their policies and/or account.
Authenticate
In the eyes of State Farm, how many complaints do they except you to received, per month?
ZERO
How many points on a QA evaluation are using your resources properly worth?
12 points
When should you fill out a Call Tracker?
Every Call.
How many attendance points do you get before being written up for attendance points?
4 points
For example: When adding a new application, you must read this compliance disclosure.
FCRA
Do all coverages have to match for multicar policies?
Yes.
You should regularly review these so you know what you can, and more importantly, cannot do.
Out of Scope resource
What is DSSB to Auto Bind?
In the first 90 days of employment, what percentage of attendance is expected of you?
100%
If you have a compliance failure during a QA evaluation, what round number do you get for your QA score?
Name the letter we insert when changing coverages on replacement vehicles?
"Y"
Every cancellation transaction, you should be pulling up this specific resource.
PRO200787
State Specifics
Cancel Auto Policy - Private Passenger Only
What are the 3 metrics our Buddy Team Competition is currently based on?
ACW, APP SUB, DSSB to AutoBind
When adding a vehicle, what important discount do we never add?
AFD
Accident Free Discount
this compliance is all about following the rules when it comes to payment cards.
PCI
We should never receive a complaint that includes this type of error?
Leaving improper notes, or wrong Case/Log type.