Reminder's
What is a Reminder?
A call/text the business day before to confirm the scheduled appointment with the client.
What is an SC call?
A Simple Conversation call is made to schedule a meeting between existing clients and their agents for a review of current polices.
What is an Urgent call?
When an agent cancels an appointment and needs to reschedule.
Its "urgent" because the client is not aware that the appointment has been canceled and the agent needs to reschedule.
What are Pending calls?
A call to reschedule an appointment the client canceled, the client missed or the agent missed.
What should you always check to make sure the agent receives the email?
Queue for Sending
When do we leave voicemails for Reminder Calls
Every time
A client has multiple numbers but one is NIS, what do you do?
Click the pencil to uncheck the number then notate it.
When/How often do we check for Urgent calls?
Everyday, multiple times a day
When/How often do we make Pending calls?
3 calls every few days.
Unless the client gave you a specific call back time, you should attempt to call them 1-2 a week.
The State Farm list expires after..?
30 days
When confirming appointments, what should you always verify with the client?
Date, time and location of the appointment
When scheduling for multiple calendars, where can you find instructions on who to schedule with?
1. Scheduling Preferences (meeting w/ section)
2. Client Notes
3. List Names (parentheses after the clients name)
4. Calendar Names
When do we leave voicemails for Urgent calls?
First and last call
When do we leave a voicemail?
3rd and final call
Is this sentence compliant? "We spoke with SUSAN to schedule an OFFICE REVIEW. She would like to be contacted at 123-456-7890"
No not compliant.
How many possible rounds of Reminders do we make?
2
What are we not allowed to send in emails due to our contract with State Farm? How do we update the office with new information?
Personal information such as full names, full phone numbers, emails and home addresses.
We call the office with any updated information.
Agents can cancel an appointment all the way up until what day?
The business day before
How often should you check for new Pending calls?
Everyday, multiple times a day.
If we check the Client Event Log see and two "Client Record Created" notes are a week apart, is this a duplicate?
Yes
If we call a client in the morning for a reminder call and we were able to leave a voicemail, do we have to call the client back in the afternoon?
No
What are the 4 types of Duplicates?
1. If spouses or policy holders were uploaded on separate profiles for the current 30 days.
2. If a client was uploaded more than once for the current 30 days.
3. If a client was submitted within 1-9 months of having an appointment
4. If a client was submitted within 6 months of declining
When changing appointment locations what is the qualifying question for each Office, Phone or Virtual appointment's?
Office: Are you familiar with where <Jim's> office is located on <Main Street>?
Phone: Is this the best number to contact you on?
Virtual: Do you receive emails from State Farm?
To avoid no-shows, what should you always confirm with the client?
1. Necessary appointment information
2. Date and time of their rescheduled appointment
3. We will be giving them a confirmation call
Lets say you just completed creating a playlist. What is the process of adding calls to your playlist?
1. Select a cell
2. Either divide by calling days in the left hand box or put a specific number in the right hand box
3. Add to playlist