Standard Call Flow
Thank you for calling Allstate where you're in Good Hands. My name is _____. Who do I have the pleasure of speaking with today?
What is the Standard Closed-Ended Opening?
Motorcycles are under what line?
What is line 16?
How many billing opportunities does a customer have after they pay their down payment?
What is 5?
After Authentication and Verifying the Customer, you will change this thing from red to green.
What is the CTI Banner?
Not cancel, cancelled or terminated.
What is Active?
Ask appropriate probing questions
Transfer as appropriate and per RA guidelines
Ensure the customer has necessary information to continue
What is Setting Expectations?
This is a motorcycle in a box that is shipped to the customer and the customer typically assembles the motorcycle on their own.
What is a kit motorcycle?
The initial bill is issued approximately how many days prior to the policy due date or effective date?
What is 20 days?
When following this procedure, we will use the Phone Number and Email or both to do what?
What is verifying the customer?
A policy will shift from Active to this.
What is Cancel "CAN" Status?
Identify reason for the call
Actively listen to customer and respond appropriately
Use professional language without slang or insurance jargon
What is Accessing the need?
A motorcycle policy is rated in Hawaii or the District of Columbia. (What must you do?)
What is refer to agent?
What are 10 days?
Full Physical Address (must include street, city and zip code)
Month and Year of Birth
Policy Number Last 4 digits of the Social
What are the Authentication questions?
When a customer is in this status, they have no coverage and they need to pay to avoid Terminated status.
What is Cancelled status?
Payment Options
Ease of Business
eBill, ePolicy and eSignature
What is Offering Value Added Services?
CC's
What are cubic centimeters?
If the down payment and three additional bills have been paid, how many billing opportunities are left?
What are 2?
When an agent calls in and needs help; he or she, must provide their code and User ID in order to be helped.
What is the Multi-Factor Authentication?
Policies in this status may qualify for reinstatement; however, non-pay will not be eligible for reinstatement.
What is Terminated status?
Provide customer with correct information throughout call
Give timeframe for policy change to process and/or refunds
Confirm we've met all of the customer's needs
What is the Call Recap?
Customers pay a higher premium that correlates to the spring/summer seasons when they are riding their motorcycle and lower in the fall/winter.
What is Seasonal Billing?
This is charged when the policy has a current amount due and a payment is made that is less than the policy balance.
What is an Installment Fee?
Law Enforcement Officer
Mortgagee/Liendholder
Rental Car/Dealer
Who are third party callers?
Under this policy status, the customer policy will terminate if the customer does not pay by the renewal date.
What is S-Cancel?