Drive Train
True or False:
A "Stopped" activity will remain at the top of the activities in Drivetrain.
True
Is a Canadian Or American more likely to have a local Broker or Agent meet with them directly?
Canadian
True or False:
A call note is done on every call, even if you transfer the member to a different queue.
True
If you have a Meeting or Coaching coming up on your schedule, how many minutes before that activity can you leave so you wont be late?
5 minutes.
Having your Salesforce, both Drive Train systems, and other resources that are important for your role as an AEA is an example of which 4-speed?
Neutral: Ready
How can you tell how long a member had had their policy with Hagerty?
The years with Hagerty are listed after the policy number, plus 1. starting with -00 for the 1st year.
EX: policy #3R257869-05 member has been with us for 6 years.
What document does a person carry in their vehicle to show its insured?
ID card or Pink slip.
You try to transfer a call to a Canada AEA but no one is available. How do we pass this to the Canada Unlicensed Callback team?
Create a case, then under actions you'll pass to the Canadian Unlicensed callback Team.
What status should you go in if you need to use the restroom, get coffee/water/snack or take a break from calls?
Away from desk.
Recapping completed tasks and providing next steps is which 4-speed gear?
3rd Gear: Resolve
If you want to see what we have Emailed or Mailed the member, where would you look?
Documents
The Certificate of insurance in Canada is also known as ___ ____ In the United States.
Declaration Page
Where would we look in Salesforce to see prior call notes from another AEA?
Under the Feed tab.
Your lunch starts at 12:30 but you're on a call and it doesn't end until 12:40. How long is your lunch going to be?
Still the full amount! (40 for most.)
What is the newest year of vehicle that Hagerty can insure?
If you want to see an item that a member or broker/agent sent into Hagerty, where would you look?
Images
What is one thing Comprehensive Coverage covers?
Theft, Vandalism, Fire, Flood, Animal hits.
What 2 sport are Cases Displayed in Salesforce?
Cases tab, and under the Feed tab on the main page of the account.
What is the status you're automatically put in when a call ends?
Wrap up
Can Hagerty insure restoration projects, Military vehicles, and motorcycles?
Yes!
How can we tell if a member has used Roadside services in the past?
Red Check mark next to roadside Service in the middle column of the members main DT page.
What is the format of US Zip code and Can Postal code?
US: 5 digits
CAN: Letter#Letter (Space) #Letter#
What are 3 details that should ALWAYS be included in documentation?
Who called, What was requested, How it was resolved.
Transfer call
How were 4-Speed fundamentals created?
Listening to 100's of calls from AEAs, looking at Stells reviews, and much more!