Phone Stats
This is used when working on a referral after the call has disconnected
What is ACW
Caller calls in stating they have glass damage and need to get it replaced...
What is show empathy and offer to help.
"I'm sorry to hear you have damage, I am happy to help."
My windshield is damaged; it goes from the top to the bottom of the passenger side.
What do you do when you get to piece of glass damaged and size qualifier?
What is TTQA....
Earlier in the call you mentioned it was your windshield damaged and it is pretty large so cannot be covered by a dollar bill, is that correct?
This is the easiest way to build rapport within the first few moments of the call?
What is active listening, provide empathy and confirm why they are calling in.
Insured has question on policy coverage
What is....direct them to their app.
Available time goal is...
What is 10m per day or under 3%, whichever is lower.
Damage is smaller than a dollar bill but they insist on having it replaced.
What is "absolutely. I will decline the repair so we can get the full replacement set up for you."
Insured states they have an appointment set up with a shop currently
what is use check boxes on the right side.
These courtesy words should be used though out the call...
What is please, thank you, yes ma'am, may I have etc.
insured stats they have an appointment with the shop already, you did not select the checkbox so F&B populates.
What is read F&B. This should be bypassed as insured did state they previously had an appointment already set up.
Use this status for personal time...IE: Restroom
What is AWAY
Insured does not know or want to give the date of loss.....
what is "I do need the date the damages occurred to the best of your knowledge including a month day and year"
Insured stats they feel they have windshield coverage but we show a $500 deductible. What do you do?
What is offer to submit a deductible dispute.
Instead of saying "I don't know" when an insured asks a question you are not sure of the answer to this would be a better option
what is "That is a great question. Let me double check on one thing. I want to be sure to give you the accurate information."
Insured calls in irate, screaming.
What is match negative energy or hang up on caller
I need to be in this in order for a phone call to come through in Genesys
What is "OFF-QUEUE"
Insured states the damage was just there when they came outside.
What is...
Use the option OTHER and type in exactly what the insured states. IF other is not an option select the option that best describes (object hit etc) and add diary notes stating what the insured said.
Caller states name and YMM when first calling in on existing referral. What information do you need to now confirm?
What is....If name matches what is provided you do not need to ask again. We do need to confirm Piece of glass damaged and shop assigned if one is assigned.
Instead of saying "I cannot help with that" when a caller is calling on subject matter not meant for our department.
what is....
I know just who can help you with that, and I’ll transfer you to them right now, if that’s ok with you.”
Call disconnects in the middle of the call.
What is do nothing!
It is my break time but I have a caller on the line. I need to follow these steps to prevent another call so I can go to break....
What is...
1. Place self in "OFF-QUEUE" once on the FINISH screen.
2. After call disconnects change phone status to "Break"
Insured states they have a shop in mind
What is ASK clarifying questions. Do you have an appointment set up or have you spoken with the shop. If YES to either of these use the checkboxes on the right.
address on policy verification screen is not the current address. Insured has confirmed both addresses....once on the scheduling screen you should do this....
What is confirm zip code to where the vehicle will be located.
When a caller is calling in they are calling us for a not fantastic reason typically. We want to do this during the call.
What is create unexpected happiness.
How to create a positive customer experience overall.
What is: Have a poor tone, sound disinterested, sound transactional using "and your email, and your policy number." Asking questions repeatedly, not actively listen.