Inbound Basics
What is the main difference between an inbound and outbound call?
On an inbound call, the customer has called PRT.
How is DPA successfully completed?
With 2 Identification Checks (Full name should always be Verified) & 1 Verification Check
What type of questions should you use when exploring flagged information?
Open questions. The Conversation Management material promotes open questioning and probing to gather information.
If a customer confirms information that means their policy needs changing, should you leave the policy as it is?
The required change needs to be quoted, price presentation needs to be delivered and the customer aware of changes and their options.
A customer calls because they don't understand why PRT needs their documents. What's the first thing you should do?
Listen and establish why they are calling, then use the policy information/history to understand the validation check before explaining the next steps.
What should you establish early in an inbound call before deciding what action is needed?
Listen to the customer and establish why they are calling, then check the insight case history.
What else should you check regarding the caller, as well as completing their DPA?
Their contact details.
What statement should be read before questioning the customer about flagged information?
The Prompting Honesty Statement.
Name the 3 options delivered in price presentation.
MTA (DD or Cash), rebroke and cancellation.
A customer calls about an I2 check and says they've already sent some of the requested documents. What should you establish before asking them to send anything again?
Check the case/history to establish what has already been received and what is still required before advising the customer. This follows the inbound approach of checking the notes and identifying next steps rather than starting the process again.
After completing DPA, you're unsure why the customer has been contacted by PRT. What should you review?
Review the policy notes to establish what has happened and what the next steps are.
You need time to understand a complicated inbound case. What could you do before giving the customer an answer?
Where necessary, put the customer on hold and review the notes, check SOP/Toolkit or seek support before progressing the call.
Why shouldn't you immediately introduce the QM quote data before allowing the customer to explain?
Conversation Management is designed to use questioning and probing to gather information from the customer and make an informed decision about the next step.
The total amount payable including interest
The new instalment amounts
The dates they’re due
The number of instalments remaining.
A customer calls regarding a PM3. Their licence has already been received, but another requested document is still outstanding. What should you explain?
Explain what is still required, how it can be provided, the current due date and the potential next steps.
A customer calls because documents are outstanding on their validation check. What key information should you make sure the customer leaves the call understanding?
What documents are required, the current due date, and the next steps that could be taken.
What information do you need to add an authorised Third Party?
PHs Full name, DOB & Policy number
TP Full name, DOB & Address
A customer gives an answer that needs further exploration. What techniques can you use rather than simply moving onto the next question?
Use probing, including techniques such as mirroring/echoing what the customer says and allowing silence where useful to encourage further information.
During an inbound, the customer still needs to provide documents. What should you clearly confirm before ending the call?
Confirm which documents are still required and the relevant timescale/due date.
A customer calls about an HP7. What should you do?
Transfer to HP/T&L.
A customer calls but you don't immediately know what stage their validation check is at. What should you establish before deciding what to do?
Establish why the customer is calling, complete the required customer checks, review the notes/history, identify what is currently required, and then determine the appropriate next step.
You've completed DPA, but the person calling isn't someone who has authority to make decisions on the policy. Is passing DPA alone enough to continue as normal?
No. You also need to check the caller has the appropriate authority and permission to discuss the policy and agree decisions before disclosing or actioning information.
During an inbound the customer's explanation doesn't match the information you can see. What's more appropriate: challenge them immediately with all the data, or continue exploring their explanation first?
Continue exploring first. Focus on using open questions and probing to gather information before making informed decisions on the next steps.
What are the 2 wrap up statements and when do you need to read each one?
If we've made a change, cancelled the policy or have sent new chase documents, say: “We'll send your new documents via email. They'll also be available in MyAccount and the app within 24 hours, please read them carefully."
If we still need information, say: “You can send us the information we've asked for in the app, MyAccount or via email. In the app you also have access to our ‘Whatsapp-style’ messaging service.”
A customer calls about their validation checks. There is QM information to question, documents are outstanding, and the customer's answers may result in a policy change. Talk through what you need to achieve before finishing the call.
A strong answer should include: