Policies
How Long do you have to dispo a call?
10-20 seconds after your introduction ends
Lunch break?
Break Status- Clock Out
What Line does Cold Transfers?
Auto
What is the minimum weekly hours we must work?
37.5 hours
When must you take a lunch by?
What are the KPI goals?
Transfer Rate: 18.2%
Policy Assist: 8.9%
Paid Breaks? how many & what status?
15 minutes, 1 per 7.5 hour shift
Coaching Status
Which line is the "Unicorn"
Mortgage
What is the maximum time we can be clocked in per day?
10 hours per day
What must you do at the start of your shift daily?
Send Screenshot to Lead of dashboard
How far in advance do you have to request time off?
Minimum of two weeks
Team meeting?
Coaching
When is it okay to skip Dialer plates?
NEVER.
These plates have crucial info we need to assist the customer.
Policies for requesting time off?
-Email me request with specific dates
-Wait for approval
-Submit request in Paylocity
How much "Coaching Status" are you allowed per day?
1 hour per day
What does it mean to flex?
Restroom/drink break
Mental Break?
Coaching 3-5 minute increments
Coaching: up to 15 minutes (must let me know prior)
Customer only has Part A. Which Line do we transfer?
Health
What happens if I forgot to clock in/out?
Slack Lead ASAP to have time adjusted
What is a flip?
When you switch a customer from one LOI to another
OR
When the person who picks up isn't the customer you were calling for but you are able to get them a quote.
What happens if we request (and get approved) to flex, but we do not make up our time?
Requesting to flex and not making up this time will result in disciplinary action, which could ultimately lead to release.
Platform Issues? Status/Steps
Offline Status
-Follow Trouble shoot procedures in RTM Guidelines (pinned in team channel pg 9)
-Slack me about issue
-Screen shot
-Live Help chat
-forward me Live help chat
-Submit platform ticket
What must you say prior to transferring Auto?
"With your PERMISSION, I am going to put you on hold to get you your auto quote"
What is a Deviation? What happens if I have deviations?
This is when you are clocked into Paylocity but not logged onto the Dialer. Deviations can we considered time fraud. This will result in disciplinary action and potentially release.
What is a rebuttal?
& example.
When a customer says "no" but you attempt to ask probing questions to assist them.
EXAMPLE: