KPI
How many dials and assists an hour do we need?
14 Dials and 2 Assists per hour
What steps do we need to do at the end of the day?
1. Check Tasks to make sure Callbacks are marked complete.
2. Check Text Messages/Voicemails from your customers are marked viewed and worked.
3. Log Out of Ricochet
4. Submit any KPI time via Smartsheet.
5. Clear Cache
6. Make sure headset is plugged in and charging.
7. Clock out through ADP Workforce
What are the 3 steps to send forms in topdesk?
1. Login to Top Desk via RoboForm- Logins
2. Click on BLUE 1 ticket on left had side of screen (New First Line Ticket)
3. Enter note in Ricochet with the ticket number from Top Desk
Valentine's Day wasn't always celebrated on Feb. 14. On which day was the holiday originally celebrated in ancient Rome?
Feb. 15
What insanely popular website debuted on Valentine's Day in 2005?
Youtube
What is the right way to submit KPI time?
1. Go to RoboForm
2. Search for KPI Submission Form
3. Open KPI Submission Form link
4. Fill out Activity section with a note about what the KPI time was for
5. Put your name in Agent section
6. Enter date of KPI time
7. Put in amount of time spent- use 1.25 (not 1 hr or 1 hr 15 min)
8. Check box to send copy of response- Enter your work email address
9. Click Submit
What is our Daily Setup as LDR's?
1. Log in to computer
2. Clock in through ADP Workforce
3. Open Outlook
4. Open Teams App- Follow Microsoft Teams Procedures for specifics
5. Open LDR Info Guide PDF- LGC Sales Team-LDR General folder
6. Check schedule in Teams- Make sure you know when Breaks/Lunch is & other activities are.
7. Set up KPI log for the day
8. Check Tasks for the day
9. Check for Text Messages sent to you
10. Check Contacted Leads to be sure none are falling behind (only 2 days in btwn calls)
11.Change status in R360 to Online- You will receive a call within 5 seconds
What pages can you find the steps to work an EOI and what are the top 2 Arrows on that page?
116/117
➢ An EOI or Evidence of Insurance Request, are usually sent from a Loan Officer or
Underwriter. These requests are asking us to send them a copy of a client’s
insurance as proof that they do have insurance. Banks will require people to
have insurance before auto loans or Mortgage loans can be completed.
➢ As an LDR we need to find out if the customer they are asking about does have
a policy with us or not
Which US states have a town named after Valentine's Day?
Arizona, Virginia, Nebraska, and Texas
(Fun Fact: If you're truly looking for love, look no further than Valentine, TX. The town even offers special postmarks on the holiday.)
What do yellow roses symbolize?
Friendship
What counts as KPI Time?
meetings, trainings, computer issues or anything else that you are not able
to make calls
What page is our guidelines for being sick/late on?
Page 11
What are the first 3 steps to working a Policy Sweet Lead?
1. When working Policy Sweet leads, we are from the Leavitt Insurance Group.
a. Our phone number is 888.212.6168.
2. LDRs will only receive INBOUND Policy Sweet leads if there are no commercial
agents available.
3. If you get an INBOUND Policy Sweet customer, you will ask them if you can put
them on a brief hold so you can check if your commercial agent is available to help
them.
People get married the youngest in which U.S. state?
Utah
How much money is spent each year on Valentine's Day?
21 Billion
What qualifications do you need to hit to receive the monthly bonuses?
40 KPI hrs to participate and 60 KPI hrs for Top Dog
What are the 4 cards of customer engagement?
o Cost (in terms of budget)
o Coverage
o Service
o Relationship
What are the first two checkmarks and the three bullet points on the Liberty Mutual CL page?
✓ Liberty Mutual leads will ONLY come to LDR as INBOUND Calls.
✓ Area Code on Inbound call will show as: 405
o These calls are high priority. LDRs MUST answer these calls.
o We are paying for each Liberty Mutual CL lead we receive.
o If we miss the call, these leads do NOT leave a voicemail so they MUST be
answered
In the email from Laurie on January 26th, what did she emphasize about our Spanish leads?
Only call the Spanish transfer line once
What fruit was once known as a "love apple" for its alleged aphrodisiac properties?
Tomato
True or False: KPI is optional.
False, we need to do KPI everyday
On page 6, under "to develop means:" what are the 7 bullet points?
▪ Ascertain customer’s desire to obtain an insurance quote.
▪ Gather information necessary for quoting
▪ Enter information in Ricochet and PL Rater
▪ Track lead development in Ricochet
▪ Attention to Detail
▪ Pay attention to Vendor/Campaign and work leads correctly
▪ Follow workflow protocols for various campaigns
How do you work a LINQQS/ LINQQS -Scheduled call?
➢ You will see the Vendor as Linqqs or Linqqs- scheduled call.
➢ You will use the LINK CL checklist in the binder.
➢ Linqqs: Inbound calls from customer or agent who has the customer on the line
What do you put in the title of a Spanish CB?
Spanish-Cb-Anytime-Txt: Yes or no
What is the Guinness World Record for the longest marriage ever recorded?
86 Years, 290 Days