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This document defines the different disposition codes when wrapping up a call and the corresponding spiel, wherever necessary.
IMPORTANT REMINDERS:
It is very important to accurately select the correct disposition as this will have a direct impact on the dialing strategy.
We do not leave a voice message to customers’ answering machines.
You CANNOT redisposition a call.
DISPOSITION
DESCRIPTION
ANSWERING MACHINE
Customer voicemail, automated answering machine, prolonged beep.
Note: Disposition these calls WITHIN 10 SECONDS
CALLBACK REQUESTED
Customer asked to be called back much later on in the day, the next day or a different day. Click Call Back Requested disposition. No need to enter a date and time.
After rebuttal: Sure, we’ll call you back. Thank you.
CALLER DISCONNECTED
Customer answered but call gets disconnected BEFORE you mention SMART FINANCIAL in the beginning of your intro
Call is connected but there is no response on the customer's end, and call disconnects from the customer's end.
For Inbound:
Call disconnects before saying Smart Financial during the intro spiel.
eg: Thank you for calling Smar- *customer disconnects*
DNC (DO NOT CALL)
Customer asked to be placed on the Do Not Call list. Other sample verbiage: “stop calling me”, “remove me from your list”, “I will file a lawsuit if you call me again”
Customer keeps using profanity
Inbound: Scam calls, spam automated calls
Customer said, "Transfer me now and put me on DNC after" - - Do not transfer the call. Proceed with the DNC spiel.
Note: Place the customer on DNC whether the person on the line is the one who requested the quote or not.
Verbiage: No problem, I will add you to our internal Do Not Call list immediately and you will not receive any further calls from our company. We apologize for any inconvenience and have a nice day.
NOT AVAILABLE
Customer unavailable and requested a call back within a few hours of the same day | Note: System will call back in 1 hour.
Customer not accepting incoming calls for the time being
Spoke to a person (not on the form) and said customer is not available
There is no answer (dead air) after call is connected. Deliver the verbiage for a ghost call, and end the call.
Verbiage: Since I am not hearing a response, I will have to disconnect the call. We will just give you a call back, thank you.
For Inbound:
After delivering the IB opening, the customer has not responded after calling out their name. Deliver the verbiage for a ghost call, and end the call.
Verbiage: Since I am not hearing a response, I will have to disconnect the call. We will just give you a call back, thank you.
NO BUYER
No extensions showed up on query after pressing Submit on quote form
Verbiage: It seems that all my auto agents are busy at this time. We'll just give you a callback.
REFUSED BUYER
They have already received a quote or do not want a quote from offered company or companies and no other buyer options listed
Verbiage: It seems that all my auto agents are busy at this time. We'll just give you a callback.
NOT INTERESTED
If customer said 'not interested', ‘I don’t want this’ or keeps giving objections before hanging up or disconnecting the call
Customer is still not interested even after 1 or 2 rebuttals
Customer answered but call gets disconnected AFTER you mention SMART FINANCIAL in the beginning of your intro
Already signed up with an agency/new policy and doesn't want anymore
For Inbound:
The customer disconnects AFTER you mention SMART FINANCIAL.
NOT QUALIFIED
Faulty customer information such as first and last name, invalid phone number (ex. Aaaaa Bbbb/1-800-888-8888)
Customer wants a quote for insurance our buyers don't cover (ex. Modular Homes, Umbrella Insurance)
Person on the phone (who wants to get the quote) will not be on the same policy with the client
(For Outbound) No Customer Information uploaded in the system
A customer does not want to be on a recorded line or get their information verified.
Robo calls, restricted calls, Google answering system, call screening
Incorrect Number (take the customers word for it; do not question
Customer unable to speak or go through verification in English (any language spoken other than English)
Verbiage: Ask first - - Are you able to converse in English?
If customer says no, say - - I'm sorry, we do not have a Spanish speaking agent at this time. Thank you for your time.
TRANSFER
Call was successfully matched and transferred to an Insurance Agency/Buyer except Smart Financial Insurance Agency
TRANSFER FAILED
Anytime you're in the process of transferring (from the time you entered the extension onwards) and the call gets dropped or the customer hangs up during the transfer
If and when the extensions aren't available/unable to transfer
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