Restate
Member is having issues with his online account.
Yes I can review your login issues.
Member is having issues with his online account.
We can verify your account and troubleshoot your login!
Member is having issues with his online account, after asking questions you determine the emails do not match.
Advise the member there are two different accounts on file/system needs one email per policy to link properly/we need to change email and sync account.
A great KB article to reference for open ended questions.
HDC Benefits Overview
When should we check if member has HDC?
Every call in SF tab!
Member has policy questions.
I can answer your policy questions!
Member has policy questions.
We can verify your account and review your concerns!
Member is unsure why his premium amount is different by $237 from his invoice amount. He had a recent endorsement for adding a 1976 Camaro on 7/29.
The reason for the difference in price was due to the addition of your 1976 Camaro on 7/29
It added $237 to the 7/30 renewal / notice was sent on 7/31. Have you received it ?
A good time to ask members hobby related questions
Anytime!
Member wants to add vehicle and get ID cards
I can help you add your new vehicle and get ID cards!
Member wants to add vehicle and get ID cards
I'll just ask you some questions about your new addition and send you to a teammate to review details!
Member is upset that he is only able to get ID cards for the 1994 Miata on his policy and not his 1991 C10. You realize there is an "*" next to the vehicle line on the C10.
Advising the member that the C10 vehicle is on comprehensive only coverage. This coverage only requires a declaration page as ID cards are for full coverage vehicles. Would you like to add full coverage?
Amount of dead air that we should have on calls.
None!
Member wants a pay plan, and proof of insurance.
I can process your payment and send ID cards.
Member wants a pay plan, and proof of insurance.
We can review your plan options process payment and send out all documents!
U.S Member is frustrated he cannot enroll in a pay plan. You notice his premium is $205 in total.
Advise member our guidelines for payment plan enrollment is $300 for U.S members. As his premium is below that amount, he is ineligible.
Ways to ensure the call is energetic and positive
Tone/energy/confidence in process/utilizing four speed!
Member wants to add a vehicle, pay plan, and remove a vehicle
I can help to add your vehicle remove and set up your pay plan!
Member wants to add a vehicle, pay plan, and remove a vehicle
I'll just ask you some questions about your new addition, the vehicle you plan to remove, and send you to a teammate to review details!
Member is asking for confirmation number after payment.
Time member should be on hold before check-in.
Check-in every 2 minutes with member!