Procedures
How do you request to flex?
Click up form
I don't need that anymore
What is "What changed your mind?"
What status should you be in for team meetings?
Coaching
What is the start to any great flip?
"I am glad you got that taken care of, we do assist in other lines of insurance such as..."
Introducing your flip is important!
When do you flip to Health?
What is When the shopper is below 65.
How do you request time off?
(This is two parts)
Email your supervisor the request. Once approved, you submit it in Paylocity
(Medicare) I am not changing my plan
What is "There is no obligation to change your plan, we can see if you are eligible for those benefits within your current one." ***Continue to verify.
What status should you be in when taking a restroom break?
Break
What is if the shopper is 65+.
"Thank you for your service!" or "Really?! How long did you serve!"
What happens if we don't properly report platform issues?
Disciplinary will stand.
(Medicare) I seen something that said I can get free money, gas card, or free gift card.
What is "That is a marketing error and I will make sure to get it reported right away. However, there are different financial benefits similar to that, that we can see if you are eligible for." **continue to verify.
What status should you be in when taking your paid 15 minute break?
Break
(Auto) I don't have a car
What is "Well we do assist with other lines of insurance as well such as life, home/renters, and Medicare. When was the last time you checked to see if you qualify for additional Medicare benefits?”
... to be taken off our calling list press 2 at any time. Can you hear me okay?
Shopper: "It said press 2 right?" OR "What button do I press?"
What is "Yes (or press 2), but what made you change your mind?"
What do you do when experiencing a platform issue?
(Multiple steps)
1. Slack supervisor a screen shot of speed test and issue.
2. troubleshoot.
3. Inform supervisor you are back on the dialer.
(auto) I don't drive/I don't have a car
What is "We received the request for a free auto quote, were you perhaps looking for a loved one or were you completing a survey of some sorts?" And then go for a flip.
What status should you be in at the end of your shift, after clocking out?
Offline
How would the flow of this type of call go?
"This is not (customer's name). Wrong number."
What is acknowledge and ask.
“I’m sorry for the confusion, but while I have you on the line we can assist you in getting a free no obligation (line of insurance) quote. When’s the last time you checked to see what rates you are eligible for?”
How can you build rapport with shoppers who seem disinterested or disconnected from the conversation?
min. 2 responses.
What is there is no wrong answer as long as you attempt to build rapport.
How many short notice flex (less than 1 week notice) do you get per month? What happens if you exceed that?
2 per month.
an Occurrence is issued.
STOP CALLING ME!
What is “As I get that taken care of, the reason I am calling is to follow up on the request you made in regards to a free (line of insurance) quote. While I have you on the line we can go ahead and provide you with that information so that you have it available before we take you off our list. Am I speaking with (customer name)?”
What happens if we don't use the correct status?
Deviations will occur!
Why is introducing your flip important?
So that the shopper does not get confused about why the direction of the call shifted so abruptly or get confused on why the topic changed so quickly.
What is an open ended question and what is a closed ended question?
Open ended questions are questions the shopper can expand their thoughts on. Closed ended are questions the shopper can easily say "yes" or "no" to.