Form Submission
What MUST you do before creating a new lead for a Form Submission?
Search Ricochet to see if they already are in the system
Who do you email when you find a duplicate file?
Joel Miller
CC Laurie
Bob filled out PL Rater from information on quote form and sent email to customer for missing information.
Betty worked topdesk next and worked the email reply from customer and finished information in PL Rater.
Who gets the assist?
Bob did the work, Bob would get the assist.
Thanks Betty! #teamwork
Should you work a Topdesk Ticket that is in another LDR's name?
YES, just like INBOUND calls, LDRs will work emails for each other.
What movie are we watching for our LDR Team Halloween Party?
Hocus Pocus!!
What should you do if there is more than 1 form submission for the same customer?
Close the duplicate form submission ticket. Still make note on Ricochet page with other ticket number.
If your customer has a duplicate file, one of them is an ONLINE vendor, and one is Mountain America Referral, which lead do you work off of?
Which one do you close/mark not interested?
Always work off of the Referral lead that we get from the branch. These leads have the referrer information. *Make note that they may have info in QSET
Close the ONLINE lead.
What do you do if you are assigned to work Topdesk and there is a completed quote form in another LDR's name?
WORK IT. DO NOT leave it in Topdesk.
What page is the Duplicate procedures in the LDR Info Guide? (updated PDF)
PAGE 48-49
How do you kill a werewolf?
Silver Bullets
Where can you see what the customer is interested in getting a quote on?
Click EXPAND and scroll down to the Product interest Section.
What do you need to do if there are multiple "duplicate" files for the same lead?
Copy all referrer notes to the ONE file that will be actively worked. Close duplicate files by marking Not Interested
When you are putting the information from the completed quote form in PL Rater, what should you make note of as you go?
When you are working a ticket in Topdesk, what do you want to look at to be sure you are working the most recent message?
The date and time of the messages- make sure you are working and replying to the most recent message sent.
What time is known as the "Witching Hour"?
3 to 4 AM
What Vendor will you use when creating a NEW lead for a Form Submission?
Mountain America Form Submissions
Other than the created date, what can you look at on the duplicate file, to see if it is a duplicate?
Referrer name. See if it was sent by the same person.
When can you count a quote form you worked as an assist?
When you have all missing information in PL Rater and Ricochet templates AND have transferred/a VERIFIED set time for Producer callback.
VERIFIED= you have emailed/texted a time to customer and they have emailed/texted back confirming that appointment.
What order do you work Tickets in Topdesk?
By Date. Oldest to Newest. If tickets are in RED they are "Past Due" and should be worked FIRST.
Who wrote the 1897 original novel Dracula?
Bram Stoker
What do you do if they marked YES under "Are you are a current insurance client?"
Check Ricochet
Check Customer Search/AMC
If they are not in the system already, Call customer and verify if they are a current customer or not.
How do you handle a duplicate that is several months apart? What is the time frame you will look for?
If lead is sent again within 20 days it is a duplicate.
If lead was sent again over 20 days it is NOT a duplicate, you will work off of the NEWEST lead.
Once you have filled out all of the information possible in PL rater from the completed forms, what should you do after?
Call customer to get missing info. If they do not answer, send email with questions we need.
What 2 spots in the LDR Info Guide are the steps to forward a ticket/email to the Service Team? (updated PDF)
110-111 & 114
Who was first person in history called a "serial killer"?
Jack the Ripper