CALL WORK FLOW

This document contains the verbiage used during the call.

INTRO

Hello (customer name)?

Hi (customer name), this is (your name) with SmartFinancial on a recorded line. Regarding the insurance quote you requested, I just need to verify a few things you've submitted. Please let me know if I need to make any corrections.

Just to confirm, you're interested in getting a quote for Auto Insurance, correct?

OUTRO

Okay, (customer name), I am now submitting your form to find your best match.

CAPTIVE AGENCY

If the company you are matching the cx is listed below:

AAA
All State
American Family
Amica
Country Financial
Direct General/Direct Auto
Farmers
Geico
Hartford
Humana
Liberty Mutual
Nationwide
Progressive
State Farm
Travelers
United Health

Have you received a quote from ______ in the past 30 days?
(WARM TRANSFER) Okay great! "BUYER" is coming up as a great match for you. If it's okay with you, I'm going to get them on the line now. Please give me a moment while I enter the extension to connect you, and they will finish your quote.
(COLD TRANSFER) - Okay great! "BUYER" is coming up as a great match for you. If it's okay with you, I'm going to get them on the line now. Please give me a moment while I enter the extension to connect you, and they will finish your quote.I will enter the extension and then you will hear a series of prompts. Please respond to the prompts. And then when you hear the agent answer the call, please go ahead and respond, okay?

If the company is not listed above, read the following instead:

(WARM TRANSFER) Okay great! We have an independent agent available. If it's okay with you, I'm going to get them on the line now. Please give me a moment while I enter the extension to connect you, and they will finish your quote.
(COLD TRANSFER) - Okay great! We have an independent agent available. If it's okay with you, I'm going to get them on the line now. Please give me a moment while I enter the extension to connect you, and they will finish your quote.I will enter the extension and then you will hear a series of prompts. Please respond to the prompts. And then when you hear the agent answer the call, please go ahead and respond, okay?

USAA (Cold Transfer)

Have you received a quote from USAA in the past 30 days?
Okay great! USAA is coming as the best match for you.

YES = Please stay on the line with me while I enter the extension and get you connected with my independent licensed agent who will finish your quote.

NO = No problem, let's try someone that's a little quicker (move on to the next buyer on the list)

Captive Buyer: Use the captive script for any buyers that are not labeled as 'Independent, SF Insurance Agency, or USAA.

TRANSFER

Warm Transfer: I'm going to connect you to my licensed agent now. I will enter the extension and answer the prompts, and then I will introduce you once we're connected, okay?
Cold/Blind Transfer: I’m going to connect you to my licensed agent now. I will enter the extension and then you will hear a series of prompts. Please respond to the prompts. And then when you hear the agent answer the call, please go ahead and respond, okay?

BUNDLE VERBIAGE

MUST CONFIRM WITH CALLER: Before we continue, the bundle options that are available will most likely start with your Home/Auto insurance and add on your vehicles/home for additional savings. Would you be okay starting with your Home/Auto?

IF NO: I apologize, no problem, let me see if we have an auto/home specialist available now.

Note: Follow the verbiage you see on your after submitting the form. script.

If the Buyer says Auto & Home, or just Auto regardless of if they want the bundle or not.

TRANSFER PROCESS

1. Click the TRANSFER button

2. Select Pre-defined number, then click Call

3. Click the Dial Pad, and enter the extension, followed by the # sign and

4. Followed by the number 1 if correct and take care of any necessary prompts.

If applicable: Say the handoff spiel, "This is (YOUR NAME) with the Insurance Center and I have (CUSTOMER NAME) on the line with us now looking for (LEAD TYPE) Insurance quote. Hey, (CUSTOMER NAME), they're going to take it from here. Have a great day!"

Note: Make sure to wait for the customer's response before finishing the handoff spiel

5. Leave the conference call after successfully transferring the customer to the licensed agent

6. Disposition the call as TRANSFER

7. For certification purposes I will tag this as Not Qualified

Note: If the extension fails, disconnect the line and proceed to the next buyer while also following the correct process and verbiage during the outro.

TRANSFER PROCESS - ADDITIONAL INSTRUCTIONS

Warm Transfers: You will be the one to introduce the customer to the licensed agent during the handoff spiel. Once the CX responds to you calling out their name during the handoff spiel, you may leave as soon as you say, "Have a great day!"
Cold Transfers: You will have to stay on mute as soon as you press 1 after dialing the extension. Remain on the line UNTIL you hear the customer interact with the licensed agent. Afterwards, you may leave the conference call.
Blind Transfers: You may leave the conference call as you hear the dialer say, "Connecting you now"

Page updated

Report abuse