Call QA
How many points is restating the reason/purpose for the call to the customer on the call QA scorecard?
8 points
How many points is escalating and/or following up appropriately when required worth?
5 points
Who should SBAs escalate to if they have a Rude/abusive insured interaction 🚨
Customer Service Manager
Which goal runs only during September 2025?
Website Feedback Surveys.
What information should SBAs include anytime they are reaching out for help?
Policy number and business name
What should you do if you don’t immediately know the answer during a call?
Take ownership, research or escalate appropriately, and provide a clear follow-up.
What two main categories make up 30% of the email/event scorecard?
Professionalism & Documentation
True or False: SBAs can prepare new business quotes and present them directly to the insured.
False. SBAs can prepare quotes, but underwriters must review and present them.
Which goal gives participating insureds a gift card instead of just being entered into a drawing?
Zoom interviews
Who's direct contact information should we never share with insureds and what can we share instead?
We never want to share an Underwriter's direct contact information with insureds - whether its direct or it has an agent. If its direct we can share the wcfsolutions@wcf.com email or the agent's information.
What tone should agents always maintain on a call, even if the customer is frustrated?
Friendly, empathetic, and respectful.
Documentation has two parts. Name them.
Log Notes and file documenation
Which type of endorsements are out of scope for SBAs and must be escalated to an underwriter? (direct)
Endorsements involving e-mod changes, class code changes post-bind, premium disputes, unusual endorsements, policy exceptions or complex coverage interpretation/eligibility questions.
What is the target QA score range the team must average per month and maintain by year-end?
89–92%.
Fill in the blanks: Compliance should feel like [ blank ], not a [ blank ].
Compliance should feel like a seatbelt, not a speed bump.
- (Always start with empathy and solutions, not rules. We want to lead with service)
What are the two highest-value questions on the call QA scorecard, and how many points is it worth?
Verification and resolving the issue. Both are 9 points
What’s the difference between “Completion” and “Accuracy” on the scorecard?
Accuracy = correctness of information; Completion = whether all steps/actions were finished.
If an insured calls about a complex cancellation request involving us making an exceptions, where should the SBA escalate it?
UW
Who is our target audience for the website feedback surveys?
Any policyholder already calling about using our website. Including policyholders with an agent and Spanish speaking
True or False: if we receive an email response, we should move that email to the SBA that started it even if they aren't working emails that week.
False. Don't move emails to someone's folder that is not in the email group for that present week. QQ responses are the only exception
A customer calls about a complex issue that could cause future problems if not proactively handled. What should you do to earn full QA credit and provide a great experience? What is a real life example of this?
Anticipate needs by addressing potential follow-up concerns and explaining next steps clearly. Final payroll and the customer not understanding audits.
What are some examples of personalization?
Congratulating someone for opening a business and needing insurance
If an SBA receives an unclear or unusual request they don’t recognize, who are the two possible escalation points?
The underwriter or the Customer Service Manager.
Which industries are we targeting for zoom interviews?
restaurant, construction, retail, manufacturing, and healthcare industries
Finish the sentence: When making QQ Callbacks and using the original person's email questions - please remember to ...
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