Dashboard
Click report disappointed customer, fill out the text fields, and let them know a manager will follow up.
How do I transfer a customer back to Selectquote or Accuquote?
Use cold transfer for correct skillset in Five9
AQ = Accuquote
What do I need to pull from the LQ hipaa and put in the Banner application?
What is my outbound greeting script for a Geico customer?
AGENT: “Hi, can I speak to ____
” AGENT: “This is ____ calling from Geico's life insurance partner, LifeQuotes on a recorded line regarding your recent life insurance application. Is now a good time to chat?”
What days are we meeting for training after this and hours?
Tuesdays and Thursday 3-4PM CST
How do I set a call back for myself on Dashboard? Be specific with the steps. Hint: What was commonly missed that we reviewed Monday
1. Click set callback 2. Select Date 3. Select time in customer's timezone 4. Make sure agent is listed as you 5. Hit process action/save
How do I know what the lead source is for the call if my scripts haven't popped on my screen yet?
The five9 bar will tell you the campaign the call is coming from.
How do I get to and start a Banner application if the continue button on Dashboard did not pull all the customer information over automatically?
On Banner's site, click manage my business (if thats first page you see), click My Business, click start new ticket, make sure R2D0000 code is there.
What is your inbound call script for a Big Lou customer?
“Thank you for calling Big Lou’s life insurance partner, LifeQuotes, this is (your name) on a recorded line. How can I help you?”
If customer does not have an email, how do I fill out the calendly?
ONLY If customer does not have an email - OK to use if none@none.com. Make sure there are no spaces or misc punctuation or the customer will not get called!
What do I do if a customer wants to change existing policy information or confirm if the policy is active?
Transfer to the insurance company. Look for them in company contacts under leading life companies or low volume companies.
COLD TRANSFER
When do I warm transfer?
If I am transferring within Lifequotes
What needs to happen for me to earn $20 per application?
Banner application needs to be signed by the customer
What script do I say after I have gone through the Dashboard and am sending quotes + going into application?
I just checked the rates of 50 life insurance companies and emailed you quotes
for $250,000 in coverage and various term lengths.
<Have the client sign the LQ HIPAA, if not signed yet>
You'll have a few weeks to decide on your coverage amount and term length, so
there's no need to make any decisions or payments today. I just need to
confirm a few quick details, and then I'll send over the application for your review
Where is the notice of death received and how would I report it + upload it to Dashboard?
On the left side of Dashboard under internal transfer guide, fill it out, click upload document and change profile information to beneficiary
How do I know if we already have the LQ HIPAA?
You will see the continue button to proceed into the application or see the file note on Dashboard letting us know it was electronically received
Do I log into Five9 or Dashboard first and why?
Dashboard then Five9 - This way the two are in synce and the profiles for customers + scripts will pop on your screen.
What do I do if there is an ID verification issue on the Banner application?
Ask customer if there is another name or address they have had in the last 5 years. This is usually triggered by address or name change pulling from a previous address/name.
This can be changed later but, we have to proceed this way for the application.
If still an issue - Click save and exit and send to customer to complete. Stay on phone while they complete.
What do I say to the agent when transferring over a customer?
I am with customer xxxxx, I have completed the dashboard questions and they need to review the quotes, can I send them over now? Wherever you left off
What are the short inbound call/update profile steps?
How do I quote a husband and wife at same time?
Copy the customer number of customer you are speaking to, open your Dashboard in Micorsoft edge (or second browser), paste that customer number, click add another household member.
Why do I need to stay in a ready mode at all times?
That's how you'll take calls. Your goal is to be in a ready mode for 95% of your shifts.
What do I send to the customer during the Banner application that they have to fill out before I can go into the health section?
The customer must authorize the terms and conditions.
What do I say and do if I am trying to transfer to an agent and the hold music has been going on for 2 minutes?
If you hear the hold music for 2 minutes when trying to warm transfer to an agent, cancel the transfer and schedule the client in the calendly. Say this to the client: "It looks like no agents are available in your state right now, what time can we give you a call tomorrow to go through next steps with a licensed agent?" Try to keep this scheduled during core hours M-F. Calendly Links are on home page of DB - Make sure to select the right one based off lead source.
What is really important for me to do the second any call comes into my headset?
GREET CUSTOMER IMMEDIATELY! Even if your scripts don't load on the screen as quick. That's why you have paper scripts.