QUALITY

BEHAVIORS

SUB-BEHAVIORS

DEFINITION

3A. Properly prep the customer for the transfer?

3A1. Properly and thoroughly prep the customer for the transfer using the required script before dialing the extension?

Advised the customer of next steps and action to take once the transfer goes through and/or the licensed agent picks up the call. Followed process and script based on destination (Captive, Independent Agency, SF Insurance Agency, USAA, All State) for the transfer. See KB for details

3B. Close the call properly?

3B1. Properly end the call with the customer?

Politely end the call by using prescribed script. This includes calls when upsell was declined, cx is not interested, etc. Example: Thanks for your time. Bye.

3B2. Properly end the call with the Licensed Agent after customer hang up during transfer?

Politely end the call by saying "The customer hung up. Thanks for taking the call, have a nice day."

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