Client Review Calling

This is a customer service call to ensure clients have the ability to review their current situation and make changes where appropriate. The review calls also provide an opportunity for clients to access other relevant products and services from their adviser. These phone calls complement emails to clients prompting a review and providing tangible evidence of the adviser’s ability to provide an ongoing level of client servicing. This is not a sales call.

Benefits

Provide structured, regular contact with clients to ensure that the services provided by the adviser remain relevant.
Update or gather new details about the client, ie: new address, contact details etc.
Book a review meeting if the client requires one.
Make the client aware of services the adviser firm can help with other than personal insurance. ie: KiwiSaver, House/Car/Contents.
Ensure the CRM is updated to reflect the servicing activity.
Service provided by TAP via NZ-based trained contact centre staff.

How to Set Up

Confirmation of additional services offered:
- KiwiSaver, Blanket (direct or referral).
TAP to create an email account created for the team to access the system. Usually, clientservices@businessname.co.nz.
Ensuring adviser diaries are up-to-date, ready to receive review bookings or provide fixed times for reviews to be booked.
Advise what contact number should be provided when leaving a message.

Reporting

Monthly summary provided.

Terms and Conditions

Minimum 5 hours per month.
Service can be stopped with 30 days written notice.
$59+ GST per hour.
Invoicing is monthly in advance, via DD.
Privacy covered via TAP agreement, data integrity maintained via the same encryption/user access existing users have.
Potentially one additional email account is required (circa $16 per month).

Hourly Averages

Databases with high percentages of mobile phone numbers are far more successful than landlines.

Clients dialed - 30
Clients answer, review discussed - 10
Reviews booked - 4

Recording servicing activity:

All review calling is recorded within the CRM, with notes added to the client file.

Calls are made from a private (hidden) number. The policy is to call the client and leave a message where available, with the company details for return calls included in any voice messages.

The Review Calling Process

Overview:

Team access CRM via designated adviser company email account and password. All activity is tracked within the system like any other user.
Before calling, the team familiarise themselves with the client and partner (if applicable), and review notes in the L&R and Activities tabs.
Check they are due for a review, when they took out the cover and when they last saw an adviser. If the client has been in contact with an adviser or had a claim in the last 6 months (with exception of arrears), an additional review is deemed not to be necessary. Team to change the review date for the same date next year.
If a client answers, but cannot talk, and wants a ‘call back’, the team will agree on a suitable time to try again. If the team cannot get hold of them at the agreed time, they will leave a message with the client and update the CRM, and then change the next review date a year from the current date.

Client calling:

Caling is based on a script.
Process is to make contact with the client or leave a message if there is no answer. CRM updated regardless of the result.

Examples of Client FAQ:

Why do I need a review?

Sometimes people’s circumstances may change, they may have bought or sold a house, had another child, mortgage may have been paid off, etc.

I don't want to buy more insurance?

A review is not about spending more money, it's about making sure the policies you have in place are still right for yourself as people's circumstances can change.

Is it compulsory to have a review?

No, it is not compulsory, but we do recommend looking into your cover every 18-24 months. This is to ensure that your cover is still fit for purpose and making sure you have everything you need.

If the client would like to book a review

Time and date that works for both the adviser and client is confirmed, as well as confirmation of all contact information with the client.
Review Advice Process is created under the Advice Process tab for the adviser to follow when going through the review process with the client.
The client will receive emails generated out of the CRM for confirmation when an email is booked and a reminder is sent out the day before the appointment.

To sign up, fill out this form:

Client Review Calling Form

Additional information

The team will only book reviews with the assigned adviser, unless the client file says otherwise.
If any of the client's information has changed i.e. email address, etc., the team will update information in the CRM then add a note in with the old and new information. The team will then email the relevant providers with the updated details, copying in the adviser's support@ inbox
If a client is wanting to cancel cover or see another adviser, the team will email the adviser who is assigned to the client.
If the team have any questions about a client's policy or they are unsure if they should contact the client, they will contact the adviser and ask them to confirm.
If a client raises any complaints, depending on the seriousness and urgency of the complaint, the customer is made aware of the complaints process via the business disclosure statement, and the adviser is notified.
If the client is happy with their cover, the team will leave notes and update the next review for another year.
The team will not contact if the Adviser is currently dealing with clients directly with cover, or going through any recommendations etc.

For more details, connect with your TAP Team.

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