Resources
In this Hub, you can find all the resources you need.
Knowledge Hub
When should we open the call tracker?
After we verify the customer and confirm we are in the proper ECRM Profile.
When a customer calls in to add a vehicle, this resource should be used for helpful probing questions to determine if you will be doing an added or replacement vehicle transaction.
Added, Replacement and NAC Decision Tree
What is State Farm's Biggest Discount?
Drive Safe and Save
In order, what are the 3 steps for assistance while on an active call?
1. Resources
2. Escalation
3. RTA
After we verify the customer, this is where we open the Call Tracker from.
ECRM profile, Call Tracker Tab.
This is the first expectation you should set prior to beginning an Added Auto Transaction.
There may be a DOWN PAYMENT required.
What is the best feature to lead with when it comes to Drive Safe and Save? (Hint: $$$)
This article explains the down payment requirement for a new policy submission for modernized and legacy policies billing on State Farm Billing.
Down Payment Requirements (Modernized)
This is why it's important to leave accurate and professional notes
Multiple Answers Accepted
Legal Document
Clarification and Communication for Agent's office
To prevent complaints and errors.
For example: When adding a new application, you must read this compliance disclosure SFA.
FCRA
To help a customer pair their Drive Safe and Save beacon to their vehicle, use this resource article to walk them through the steps.
Pair a Drive Safe and Save beacon (Modernized)
To bind an added vehicle application with State Farm Payment Plan (SFPP) as the payment method, use the procedure listed in this resource article.
Bind an Added Vehicle application with SFPP as the Payment Method
When should you be filling out the Call Tracker?
Beginning, Middle and End of call.
Throughout the entire call.
When adding a vehicle, what important discount do we never add or even touch?
AFD
Accident Free Discount
Quotes and Binds section (Top Right)
This resource article provides general information about the Retention II specialist's roles and responsibilities.
ECC Roles, Responsibilities, and Call Handling
Customer Calls in to add a vehicle. You quote with Drive Safe and Save, the customer says no to Drive Safe and Save. You requote without DSS.
Before you telephone retrieve, the customer says he's being abducted by what he believes to be aliens and cannot finish the call at this moment.
This is how you mark the call tracker.
Private Passenger: 1 Quotes, 0 Bind
DSS: Box Checked, 1 Quote, 0 Bind
Added Auto
Completed Quote
Proper Notes for agent
If there is an open claim on a current vehicle, do we want to add a new vehicle to the policy, or replace the vehicle with an open claim?
Replace Open Claim
At what point, in the transaction, should you offer the Drive Safe and Save discount?
When you offer the Quote to the customer.