Phone Call Answering & Transferring📞

• Follow Agency Standards

• 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; document with Labels.   

• 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.✍🏻

• The following requests can go to voicemail 📞

  1. Claims Follow up

  2. Quote Follow up

  3. Open Activity or task 

  4. All voicemails are responded to in the same day (does not mean it is completed just let the client know you are working on it)

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

🤔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 Account Manager 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. 

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

• Reach out with an email, text, and call and let the client know upfront; document with Labels.  Let the carrier know in writing or over the phone the fact that the insured is not responding. Close out and let the 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