I - GETTING STARTED

THE REQUIREMENTS
• Must be able to understand AMERICAN ENGLISH
• Must have own personal computer
• Must have internet connection
(3 MBPS for WIRED and 6 MBPS for WIFI)
• Any working headset/earphone (no need for high end
devices)
• Must be in need of a job
• Must be a hard working person
• Must have room for improvement (for mastering the tool)

JOB RESPONSIBILITIES
• Telephoning customers from America using "Eyebeam"
(a softphone that allows us to make telephone calls
over the internet)
• Converse using the tool (AVATAR) and persuade
customers to engage in conversation
• Offer Auto Insurance, Upsell Health and Home Insurance
• Identify customer's interest
• Must get a clear YES (or any positive response alike) to
the customers with genuine interest
• Gather customer's data accurately (Sale made calls)

EXPECTATION TO THE CUSTOMER

(FOR CALL CENTER VIRGINS)
• Rude customers/irate/angry/sarcastic
• Outbound calling (mostly answering machine, line ringing)
• May take a month to master the buttons/account
 II - GRAVEYARD SHIFT

SHIFT TIME
From 10:30 PM to 8AM
1st BREAK: 15 Minutes
Lunch Break: 1 Hour
Last Break: 15 Minutes

AGENTS SHOULD DIAL

8 HOURS PER DAY or 40 HOURS PER WEEK
You can work more than the required hours

BELOW THE REQUIRED DIALING TIME WILL BE SANCTIONED

FIRST INSTANCE: WARNING
SECOND INSTANCE: SUSPENSION FOR 1 DAY
THIRD INSTANCE: SUSPENSION FOR 5 WORKING DAYS
FOURTH INSTANCE: DEACTIVATION OF LOGIN

III - SALARY RATE

AUTO INSURANCE (AI) - 70Php
---UPSELL---
HOME INSURANCE (HO) - 50Php
HEALTH INSURANCE (HI) - 25Php

IV - TYPE OF COMPENSATION

Our Company offers a COMMISSION BASED COMPENSATION

Salary is determined by agent's sale...

COMPUTATION

No Sales = No Salary
Not Hourly Rate
Not Monthly
We pay based on your SALES
 V-FIRST TOOL

THE AVATAR
This is the AVATAR, copy the link below and paste it in your browser, navigate all buttons

http://185.130.215.72/horus2/
user: avatar
pass: uDsfHcSxNZCJDA4K

Preferred browser is MOZILLA FIREFOX, if you don't have firefox yet, download it here:
https://download.mozilla.org/?product=firefox-latest-ssl&os=win64&lang=en-US

VI-LOGIN PANEL

VICIdial
This is where you input your login credentials
Your login credentials will be available after you passed the assessment
 VII-CALLFLOW

STANDARD CALL FLOW

• It is recommended to ask the BIRTHYEAR AFTER THE CONSENT

• Only ask for vehicle year make and model if the vehicle reference field is empty
 VIII-THE CRM
THE CRM
NOT SALE
IS THIS A SALE: NO
>ALT PHONE: UNCHECK
>HANG UP CUSTOMER
>YOU WILL BE DIRECTED TO DISPO PAGE
NOT SALE CALL DISPOSITIONS:
• A - Answering Machine
• CALLBK - Callback
• DNC - DO NOT CALL
• LB - Language Barier
• LRING - Line Ringing
• NI - Not Interested
• NP - No Pitch No Price
SALE MADE
IS THIS A SALE: NO (TEMPORARILY)
> ALT PHONE: CHECK/TICKED (A MUST!!!)
> HANG UP CUSTOMER
> EDIT CRM BASED ON GATHERED INFO
IS THIS A SALE: YES (DO NOT FORGET)
> ALT PHONE: UNCHECK
> CLICK FINISH LEAD
> YOU WILL BE DIRECTED TO DISPO PAGE
SALE MADE CALL DISPOSITIONS:
• SALE - Sale Made
• DELCB - Delayed Callback
 IX - DISPO PAGE

DISPOSITION CALL PAGE

A - Answering Machine Answering machine takes over and plays a pre-recorded message
CALLBK - Callback NO INFO gathered and cx just ask for a callback
DELCB - Delayed Callback Gathered all info with CONSENT and cx ask for a callback
Cx says "Do not call me" "Stop calling me" "Remove me from your
DNC - DO NOT CALL
list/line" "Never call me again" "Put me in your DO NOT CALL LIST!"
LB - Language Barrier Cx using different language and cannot speak/understand English
LRING - Line Ringing Line just keep ringing
NI - Not Interested
Not Interested, no conversation happened, no car, not insured in Auto
No - Pitch No Price
SALE - Sale Made Gathered all info with CONSENT

….then click SUBMIT

LEAST USED DISPO (JUST IGNORE)

B - Busy
BIZ - Business Number
CNA - Customer Not Available
DC - Disconnected Number
DEC - Declined Sale
IE - Invalid Email
N - No Answer
PND - Pending Update in Panel
SNA - State Not Accepted
TNFR - Successful Transfer
WN - Wrong Number
WNDEC - Wrong Number - Decline
 X - LIST OF VEHICLES THAT WE DO NOT ACCEPT
(Note: Models that are 1980-2015 can be accepted)
• BMW Z4,8 Series • Porsche Boxster,911,Cayman
• Subaru BRZ, Subaru WRX • Audi R8,TT
• Mazda MX-5 Miata • Lexus LC
• Nissan 370Z,GT-R • Mercedes-Benz SL,GT, SLC
• Volkswagen GTI • Toyota Supra
• Mini Cooper Countryman • Jaguar F-Type
• Chevrolet Corvette • Alfa Romeo 4C
• Ferrari • Cadillac

XI - ACCEPTED AND BANNED STATE

BANNED STATE
AR Arkansas ND North Dakota
DE Delaware NM New Mexico
FL Florida RI Rhode Island
IA Iowa SD South Dakota
LA Louisiana UT Utah
MI Michigan VT Vermont
MS Mississippi WY Wyoming

ACCEPTED STATE
AL Alabama MD Maryland PA Pennsylvania
AK Alaska MA Massachusetts SC South Carolina
AZ Arizona MN Minnesota TN Tennessee
CA California MO Missouri TX Texas
CO Colorado MT Montana VA Virginia
CT Connecticut NE Nebraska WA Washington
GA Georgia NV Nevada WV West Virginia
HI Hawaii NH New Hampshire WI Wisconsin
ID Idaho NJ New Jersey
IL Illinois NY New York
IN Indiana NC North Carolina
KS Kansas OH Ohio
KY Kentucky OK Oklahoma
ME Maine OR Oregon

XII - CX' AGE RANGE

18 - 85 YEARS OLD (VALID)
PARTIALLY DISCREDITED IF 17 YEARS OLD BELOW
or 86 YEARS OLD ABOVE
 XIII - GETTING VERIFIED ADDRESS USING MELISSA

Physical address and Zip Code MUST match, here's how to get verified address using MELISSA

(WITH GOOGLE SEARCH)

LINK: MELISSA ADDRESS CHECKER
https://www.melissa.com/v2/lookups/addresscheck/address/
Lets have 62557 for example
1.) Go to google.com and search 62557 zip code

Look for the STATE, here we have Illinois IL, only take the abbreviation: IL
If you're having trouble finding/identifying the STATE, click Images
then take note of the city and state, or state only.
"PANA IL 62557" or "IL 62557", PANA is the CITY

3.) Go to MELISSA ADDRESS CHECK and input IL 62557 and wait for
,

suggestions.
Choose any from the suggestions, note that the STATE and ZIPCODE is always located at the end

CLEAR THIS BOX (MAK) BEFORE HITTING SUBMIT

MAKE SURE THAT THE ADDRESS IS VERIFIED

Notate the verified address correctly

 XIV - MOSTLY USED TERMS
CX - Customer
CONSENT1 - [BUTTON: VERIFY AUTO INTEREST/YES THEY ARE INTERESTED]
TCPA - [BUTTON: CONSENT] Telephone Consumer Protection Act
OPT IN - (AI-VERIFY AUTO INTEREST, HO-HOME CROSS SELL, HI-HEALTH CROSS SELL)
AI - AUTO INSURANCE
HI - HEALTH INSURANCE
HO - HOME INSURANCE
FN - FIRST NAME
LN - LAST NAME
DOB - BIRTHYEAR
CB - CALLBACK/CALLBACK NUMBER
DELCB - DELAYED CALLBACK
V - VALID
IV - INVALID
PD - PARTIALLY DISCREDITED
RF - RED FLAG
XV - REMINDERS
• Listen attentively to CX responses
• Get a clear response from the cx in every consent (CONSENT1, TCPA). (If not
clear, don’t forget to reconfirm)
• Agent should rebut 2 to 3 times, if more than that let go.
• If cx refuse to give his last name, let go. He/she is not genuinely interested
• please notate the verified FN, LN, ZIPCODE and DOB accurately, If costumer
provides unclear information, please ask again. (use the buttons: CAN YOU
REPEAT THAT FOR ME? or SPELL SLOWLY PLEASE) if the recording is not
clear, ask for help.
• Avoid being too pushy in the call.
• Do not just hung up on the costumer, always entertain queries of costumer
during or before the call (sale).
• Set up the call back expectation correctly.
• If the costumer decline the offer (not totally say "no").
(make sure to reconfirm costumers interest after providing rebuttals
before info gathering)
• let go if cx is not genuinely interested and just playing around
• let go if cx is too suspicious
• let go if cx provide suspicious information, (sarcastic name, wrong callbacks,
incomplete zipcode/callback number, or too many digits)
• let go if the customer found out that you are a recording and keeps insisting it
after rebut
• If the zipcode given is just a postal code, let go
• physical address and zipcode MUST match, use Melissa
• if cx is from a banned state, do not submit as sale
• If CRM is already filled out with cx' data, STILL ask/verify the vital infos:
(Callback Number, FN, LN, ZIPCODE, BIRTHYEAR)
• If cx refuse to give his BIRTHYEAR, just randomize.
• If cx has several cars, only notate one.
 XVI - QA GUIDE
IV - INVALID
PD - PARTIALLY DISCREDITED (HALF)
RD - RED FLAG (MUST LET GO/HANG UP)

GENERAL
IV If the agent failed to get a clear YES/YEAH/YUP/(any positive response) for TCPA consent, sale is invalidate
IV Failed to upsell HI or HO within the call
IV Customer declined the offer and agent proceed to gather info
AUTO INSURANCE
IV The agent failed to get a positive response for the Opt in
IV The lead is not genuinely interested with the offer
IV The information verified and filled up was not of the speaker.
IV The field/s has been left Blank or with 0 value.
IV The agent failed to verify the callback number
PD The agent incorrectly notated verified information for the best callback number
IV The agent failed to get the First name and Last name
PD The agent incorrectly notated verified information for First name and Last name
IV The agent failed to get the First name and Last name for HIexc Niche.
PD The vehicle reference is blank and the agent failed to ask for year, make and model of the vehicle
PD The agent failed to correctly notate atleast 1 car information.
PD The agent failed to ask for the insurance information
PD The agent incorrectly notated verified information for insurance information
PD he agent failed to ask if the lead is a homeowner or renter
PD The agent incorrectly notated verified information for homeowner or renter
IV The agent failed to ask/get the the lead Zip code.
IV The physical address on file is INVALID/BLANK and the agent failed to verify lead entire address.
PD The agent incorrectly notated verified information for the physical address
IV The call ended and the agent failed to ask for customer DOB.
IV The lead is 17 y.o. & below
PD The lead is 86 years old and above
PD The agent incorrectly notated the lead DOB.
HOME INSURANCE
IV The agent failed to get a positive response for the Opt in for homeowners.
PD The agent failed to ask if the lead is a home owner or renter
PD The agent incorrectly notated verified information for home owner or renter
PD The agent failed to ask the lead for the type of home
PD The agent incorrectly notated verified information for type of home
PD The agent failed to ask if the lead is currently insured for home or renter
PD The agent incorrectly notated verified information if the lead is currently insured.
PD The agent failed to ask for the current provider
PD The agent incorrectly notated verified information for current provider
HEALTH INSURANCE
IV The agent failed to get a positive response for the Opt in for health.
PD The agent failed to ask if how many people in their house hold
PD The agent incorrectly notated verified information for how many people in their house hold
PD The agent failed to ask for the current provider
PD The agent incorrectly notated verified information for the current provider
RED FLAG
RF The lead is asking for the company name or agent name several times during the call.
RF The lead will ask the agent to hold the call without giving any reason/s.
RF The lead is very excited to see the quotes or talk to specialist without reason.
RF The lead given information is incorrect/suspicious.
RF The process has been followed, however, the lead is not genuinely interested
 XVII - AVATAR SCRIPT
Just familiarize, no need to memorize the script
GOOD LUCK!!!

-TEAM MARCIAL-