Dispositions
A member has said they will come to an event.
What is attending?
CFL stands for.
I am not sure if I want to come, what is it all about?
Rebuttal with the CFL information and how it will benefit them, no cost program.
Why is it important to actively listen to your members?
Where do you find the list that you need to begin calling members?
What is the Dialler?
A member hangs up on you.
What is no answer?
The cost for the Connect for Life program.
What is free?
I don't want to be around anyone.
Rebuttal with virtual and CFL information and how it will benefit them.
Why is empathy important when speaking to members?
What is to make them feel valued and show that you care about them?
What status do you need to be in to begin taking calls?
What is "Ready" status?
You hear a call that seems to be out of service.
What is bad number?
This member is in Georgia, what healthcare plan is that?
What is Humana?
I am not sure if I am interested, why do you keep calling me?
Rebuttal with CFL information and how it can benefit them, offer virtual too.
Why is your tone of voice important?
What is members will want to come to an event and t sounds like you want to talk to them?
How do you fix a call that was dispositioned incorrectly or not at all?
What is Do not call?
BCC is in what state?
What is Michigan?
I have to work that day.
Offer the virtual to see if they can take a call or see if they are interested in the next event.
What should you do if you have a verbally abusive member?
Remain calm, focus the issue at hand, transfer to supervisor, depending in the situation dispo as do not call.
How do you transfer to another agent?
DM them in Google hangouts to see if that agent is available, then consult-find the agent-then transfer the call.
A member needs to check their schedule to see if they can come to the event.
What is Call Again (this event)?
Example: This is a wellbeing program Wider Circle is offering eligible members at no additional cost – it’s called Connect for Life, facilitated by Wider Circle. This program brings together people in the same neighborhood for fun events and interesting health topics. The program also encourages group exercise opportunities, social outings and more – all to promote learning and sharing with people who live in your own community.
I don't need that program, I am already in tune with my healthcare program and I am healthy and active.
Explain they would be a great candidate for being a member ambassador and how they can help others with how they stay active.
The member can bring a friend if they are not part of the healthcare company.
No the member will need to be on the same healthcare company unless they are a caretaker.
How would you link a spouse when they say they both will be attending an event?
Find the spouse, go through the script, link the call using the big blue button.