Client Center Request💼

• Follow Agency Standards

• Resolve client needs in one call whenever possible.

• Verify and update client contact information.

• Acknowledge all calls and emails on the same day with an estimated response time.

• If resolution is not immediate, set a clear follow-up time and document it.

• Prioritize client calls, avoid voicemail, and use "Do Not Disturb" when unavailable.

• If the client asks something that you do not know the answer to, tell them to please wait while you get an account manager. 👨🏻‍💼

• Reach out with 1 phone call email and text + 1 more extra follow up set a deadline

• NOT using the designated agency phone greeting.

• Using a sarcastic tone to answer to client's questions

• NOT documenting calls or sending call summary emails.

• NOT verifying caller information with two data points.

• NOT warm transferring calls; cold transfers are unacceptable.

• Client is left on hold for more than 2 minutes without refreshing the call ⌛

• Rejecting calls, being rude, or failing to respond to voicemails within 24 hours.

• NOT properly screening and routing calls.

• Do not send the client information in the email summary ❌

• NOT using the management system - Omitting notes with adequate documentation or following the checklist.✍🏻

Depending on the request of the client, please follow one of the SOPs

• • Audits

  • Billing and Payments 💲💳

  • Cancellations

  • Claims⚠️

  • Customer Inquiries

  • New Business

  • Policy Change Request✏️

  • Proof of Insurance Request

  • Renewals🗂️

This is the section where we outline all of the hairball, wonky things that can happen so we have a Plan B ready to go. 😱

Here are some options for the what if situations that may arise. We want to empower you with a plan rather than having to scramble. 💪

🤔 What if the phone can't be answered?

• In the event the agency is short-staffed, and a call cannot be answered (cannot - not someone will not pick up the phone), the caller will go to voicemail, and voicemails will be prioritized to respond to

🤔What if the person we are trying to transfer to wants to avoid taking a call?

• We encourage you to follow the process and alert the manager if another team member refuses to take a call.

🤔Someone is on Do Not Disturb

• If the agency uses chat - chat with the person to see if they would like to take the call. If there is no response after 15 seconds, find the next available best person.

🤔Someone is rude to the person trying to transfer a call to them.

• This is unacceptable. The person who picked up the phone and is transferring a caller to you is not the enemy. We treat all team members with respect.

🤔The caller does not want to disclose what the call is regarding

• We work to educate them on why! See role-playing videos. 

🤔We are still determining the best available person to take the call.

• Place the caller on a brief hold and ask - but document this for future reference.

🤔What if the Account Manager is not available to take the call?

• If the AM is not available, set up a calendly meet for them instead offering a call back.

🤔 What if the customer does not reply?

• At your discretion and depending on the severity of the concern use Postal Mail

🤔 What if the contact information is wrong?

• Use Postal Mail and send the Bad contact memo. 

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🤔 What if the client does not respond, how many times should I follow up?

• Follow up no more than 2x (text, email, call) remember to set a deadline and let client know upfront. Let the carrier know in writing or over the phone the fact that the insured is not responding. Close out and let carrier know. 

• At your discretion and depending on the severity of the concern use Postal Mail

🤔 What if the carrier is unresponsive? 

• Let your team lead know

Hello [Name],

It was a pleasure speaking with you today about [process & the account]. 

I'm glad to provide the [information, details, answers, specifications, etc. ] you requested. [Insert answer to customer's question here. Include hyperlinks, images or attachments, if needed.]

You can access your account 24/7 via our website www.streetsmart.insurance (http://www.streetsmart.insurance) to make changes, proof of insurance, check billing, view claims and more!

You can also answer this email or call 732-462-8343. All our agents have access to your account information and can help you. We're available Monday through Friday, 9am to 5pm.

Thank you for your business