Tools to manage your calls

3CX

3CX is a tool to make and receive calls from customers. Here, you will also receive calls from referral sources such as TopDog, Walker Advertisement, and others. You will also receive calls from potential clients (PC) or customers who would like to know how their case is going.

Change Queues in 3CX

When requested to make yourself available/not available in some queues, do the following:

you can click on "All" in 3CX, then click on the queue requested

Then scroll down to your name

Click on the word logged in/logged out to make yourself available or unavailable in the queue selected

VICI Dial

VICI Dial is the tool used to make automated outgoing calls for leads that are in “chase” status in IF and LD. The purpose of these calls is to complete the information needed to either send the case for review or to sign the PC’s case.

Dispositioning a call

When hanging up a call you will need to click on "Hang up customer".

Then you will select from a variety of reasons, and the most common being "Answering Machine", "No Answer", "Do Not Call", "Call Back", "Sale Made"

Dispositioning Reasons

Answering Machine - when you get an answering machine

Dead Air - when you don't hear anything on the other end of the line

No Answer - when the PC picks up the phone but does not answer

Do Not Call - when the PC asks to be taken off the calling list

Sale Made - when the PC has digitally signed a contract with you

What to do when Do Not Call is selected

If PC states they don't want to be called anymore:

In VICI hang up and disposition the call as "Do Not Call"

Send a text message in Mattermost to the chat group "Do Not Call" like so "DNC Joe Doe (123) 456-7890"

If In LD then change the lead status to "Lost" then select the reason (no longer interested, wrong number etc)

If in IF, Reject, select the appropriate reason and leave your internal notes

Placing yourself in Not Available

When needing to place yourself in "not available":

At the disposition call window place a check mark for "PAUSE AGENT DIALING"

Then at the next screen select "SPECIAL ASSIGNMENT"

How To Transfer A Call From VICI Dial

Hello guys, just a quick update. From now on if you receive a call on VCDial that ended up being signed you need to dial this number: 2059574994 in that way you can transfer the call to the Onboarding team for the phase 2. Here are the steps for you to transfer the call using VCDial @all

How to handle case according to status

Retained case

Verify, assuming that the client is looking for an update or anything regarding its current case, let the PC know that you will send his information to the right department and his attorney will reach out as soon as possible during the following business hours. If looking forward to filling a new claim, open it with the existing contact information and there should be a blue box at the right top of the screen which says add lead, click there and handle as usual.

Rejected cases make sure the client is calling for the case already rejected on LD, if it's for the same case voice turned down (VTD) the client and leave notes about it. If rejected make sure to place the number in the do not call list (DNC) so that the client doesn't get called again. You can offer the BAR association phone number.

Chase case - calling to get signature

Make sure to read the notes to see if there is any special condition or something noted by previous agents, then just follow the usual call flow asking the intake questions.

(Shunnarah day time cases can be grabbed by anybody)

If Lost - PC not interested in keeping the services by Shunnarah, find out reason and if PC becomes willing to proceed take over