Dispositions
The consumer said "Take me off your calling list" or "Stop calling me" - They are angry, rude, sarcastic or it's a business line.
DNC-Do Not Call
What is the minimum number of rebuttals that need to be performed?
As an EngageCX 🌟SUPERSTAR🌟 you must perform
at least 1 confident rebuttal for every objection!
Do we set callbacks?
No
The consumer has a health insurance like (Humana, Cigna, Kaiser, and Priority Health) that is provided by their or their spouse’s current or previous employer.
Oh no, I'll just need to ask you a few questions and once I connect you to one of the licensed agents, they will check if you qualify for these benefits.
Am I getting calls everyday for this?
Can we skip any part of the script?
No
Example: Even if the consumer joins the call already expressing interest, we still need to say:
“Can I confirm you’re interested in learning more about the value-added benefits?”
Example:
If a consumer comes on the line confirming they have A & B and just want to know where their money or card is, we still need to say:
“Since these benefits are tied to your Medicare plan, I just want to confirm—you're currently enrolled in both Medicare Part A and Part B, correct?”
It’s a live call and you’re having a conversation with the consumer but the call got disconnected or you suddenly lose the consumer. -The consumer wants to be called back but you weren’t able to get the information because they are in a hurry. In the event it's a wrong number.
Not Interested
No, I'm not a salesperson - I'm just helping folks check if they may be eligible for extra Medicare Advantage benefits. If it's a fit. we'll connect you to someone licensed who can explain everything.
Are you trying to sell me insurance?
When do we NOT use the handoff script during a transfer?
If it's a COLD transfer..
Cold transfers are only used for Select Quote and Smart Match. Simply wait for the agent and consumer to begin speaking before disconnecting.
You are unable to handle the call due to a technical issue.
Agent Audio Issue
The (allowance card) is an amazing opportunity that may be included in the Medicare plans in your area. I will be happy to get you over to a licensed agent to see if you qualify.
#10 I’m interested in this (specific benefit) /allowance card:
If someone is calling on behalf of the consumer, are there any specific steps we need to take to remain compliant?
Yes, if it is anyone OTHER than the spouse they must have Power of Attorney (POA) or legal authorization to make decisions on the consumer's behalf.
Obtained acceptable responses to all Qualifying Questions and you were able to successfully transfer the consumer to a Licensed Agent
Transfer Successful
The licensed agent will discuss the value-added benefits that you may be able to qualify for since these benefits are tied to a Medicare plan. If you have further questions regarding these benefits they will be able to answer them for you."
Why do I need to talk to an LA / Why do you have to transfer me to an agent?
What will QA deduct 10 points for?
NOT spelling back the customer’s name. (Phonetically)