Embedded Files
BEHAVIORS
DEFINITION
TCPA and Customer Verification
Stated 'on a recorded line' as part of the Introduction. TM should follow the cx verification process per KB:
Verify if policy holder, if not the cx
Ask for authorization to speak on behalf of cx
Offer quote to the person (if unable to secure verbal auth)
Objection Handling
Use the KB for guidance. Refer to list of rebuttals provided
TM must provide a rebuttal to cx objections per guideline
Script prescribed must be followed; if rephrased, context must be the same.
This behavior includes following the script for DNC, LB, No Buyer, etc.
Webform Verification
TM should follow the webform verification process per KB.
Use the correct form for the product requested by cx (e.g., Auto, Home, etc.)
Update the form - whom speaking with
Update the form with the info confirmed by the customer
Asked the questions correctly, without changing its meaning
Asked the questions in order and without missing/skipping any
Verified the complete DOB
For Auto, if cx does not own a vehicle, TM should ask: (1) if cx will purchase the vehicle in the next 30 days; and (2) if the cx has a year, make, and model in mind
Outro/Pre-transfer and Transfer
Use the KB for guidance.
Outro script was followed (e.g., recently, Buyer name was specified)
Blind/Cold/Warm Pre-transfer script was followed
Went through the list of Buyers from top to bottom, without skipping any
USAA script/disclaimer was followed
Follow if cold/blind/warm
Cold Transfer: Must not speak after ext was dialed
Blind Transfer: Must leave the call right after entering the extension
Warm transfer verbiage was followed
Code of Conduct
Refer to COC for list of RF and ZT behaviors
Disposition
Use KB for guidance on correct dispositions
Others
Set the wrong expectation with the customer
Anything else not covered under a specific Compliance sub-behavior
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