AUTO INSURANCE CALL FLOW:

 Opening Spiel
 Consent 1  (Determine Lead Interest)
 Information Gathering
 Callback Consent
 TCPA Consent 

Opening Spiel - Auto Insurance 

Agent: Thank you for calling Auto Insurance Services, this is how I can help you today?

Expected responses from consumer: 

• “ Who is this?”
• “You called me”
• “I’m returning a missed call from this number?” 

Agent: Ok perfect, we were just calling you to let you know your auto insurance rates dropped and we
wanted to give you a quote on the new cheaper rates.I need to verify some of your details for us
to process your information to our system.

                                                                                              
  Consent 1- Auto Insurance 
If we got you a better deal than what you are paying on your auto insurance now, would you
consider it as an option? 

AIV3 - If the agent failed to get a positive response for the Opt in.

If YES, (Information Gathering) 

INFORMATION GATHERING: 
1. Best  callback number 
 Is this the best phone you would like to be called back on from one of our insurance
specialists

2. Customer Full Name 

 The call agents are not allowed to proactively read out the customer name on file, and must
ask the lead instead, also, customer name must be spelled out by the agent or the lead.

(If the lead does not want to give or spell out his full name then the agent must let go of the
customer, otherwise, lead will be invalidated. )

3.  Vehicle Year, Make & Model - Only if the data is missing in the ViciForm
What’s the year, make and model of your car? 
  Are you still driving this “Car Year, Make & Model”. 

(THE CALL AGENT CAN NOTATE 1 VEHICLE INFORMATION, EVEN IF, THE CUSTOMER HAS
SEVERAL CARS.)

(If the lead is in a hurry, the agent must make sure to verify the vehicle make & agent can just 
randomize the model.)

4. ALWAYS ask the ZIP CODE

 If  the lead will give out a different zip code from what we have on file, they must not
forget to ask for the entire physical address of the lead and update it in the dialer. 
 IF THE PHYSICAL ADDRESS ON FILE IS INVALID OR BLANK, THE CALL AGENT MUST ASK
FOR THE CUSTOMER FULL ADDRESS, HOWEVER, IF THE CUSTOMER DOES NOT WANT
TO GIVE OUT PHYSICAL ADDRESS INFORMATION, THE CALL AGENT MUST AT LEAST GET
CUSTOMER ZIP CODE & QA TAGGING WILL BE PD If the customer does want to give out
physical address information the lead will be Rejected.

5. Date of Birth 

 Agents must ask the leads  DOB at least once.

 Randomize or leave what's on the dialer
 Please see the snap : http://prntscr.com/rq616q

All less than 18 y.o will be automatically rejected and for those who are more than 85 y.o
will be partially discredit.

( If the agent attempts but the customer refused to answer or is unable to provide the
info, the agent can randomize the information. )

(The call agents are required to upsell health or home niche even if leads say that they are in a
hurry for as long as there is an opportunity during the call. Otherwise, lead will be invalidated. If
the customer hangs up, then it must not be taken against the agent )

HOMEOWNERS INSURANCE CALL FLOW:

 Opening Spiel
 Consent 1 (Determine Lead Interest)
 Information Gathering 
 Callback / TCPA Consent (If not Bundle)

Opening Spiel - Home  Insurance  (Upsell Required)

 (Home/Renters Insurance) 
You can save a lot of money on getting updated quotes in your Home Insurance/Renter
Insurance. If we could get you a better deal than what you currently have, would you consider it
as an option?

YES:  Ok great, I'm just going to ask you a few really quick questions for your homeowners
insurance quotes.
NO:  That’s not a problem.

INFORMATION GATHERING:
1. Do you rent or own your home?(If the lead, answers “Renting” please make sure to
change the info in this field http://prntscr.com/rmsmqq under Auto.
2. What type of home is it? Is it an apartment/condo, manufactured, multi family,
single family, or townhome?
3. Do you have a home or renters insurance currently? 
4. If YES, what is the current carrier? 

Do you currently have health insurance? 

NOTE: 
HI update:

  If the lead is over 85 years old we can still submit those leads as a SALE MADE. However, we will tag is as
PD. 
  If the lead is under any existing provider like for example (Employer, Gov't, medicaid and medicare) can be
submitted.
(4/8/2020)

(YES & not through their employer)  If we can get you a better deal would you consider it as an
option?
(YES)  Ok, I will just ask you a few questions to get you accurate health insurance quotes..

1. How many people are in your household?

(NO) - Proceed to consent part.

TCPA CONSENT  - MUST BE VERBATIM, OTHERWISE, LEAD WILL BE INVALIDATED.

OBTAINING TCPA REQUIREMENTS: http://prntscr.com/okiz08

Next, we will get a rates specialist to call you to discuss your personalized savings. Say “yes” if they
have your permission to call you?  Please say YES/YUP/YEAH  if you agree.

Update(03/13/2020) If the lead provides any positive response on TCPA that indicates they are
accepting the callback from our rate specialist like “Okay, Sure, No problem, I Agree” will be
accepted.

CB_Wrap_Up: 
 Great thanks for your time. I've gone ahead and entered your information through our website. You will
be getting a call shortly. Be sure to let the agent know that you signed up online to get the best offers .
(Update 11/11/2020)
________________________________________________________________________

QA GUIDELINES
https://docs.google.com/spreadsheets/d/1_XCIlYBxrNAIDU0CRIVhzFN6ldMuy0FVZSXPVRnHdTY/
edit#gid=902252176

REBUTTALS: 

Customer - I already have insurance

(Option 1)
That's Perfect! We can have our Rate Specialist to give you a call back. To
discuss possible options to lower down your cost in your Auto Insurance.Sounds
good?

(Option 2)
That's great! We can use your current providers policy to compare what our rate
specialist can offer when they give you a call. To make sure that you are getting
the best deal to your Auto Insurance. Alright?

(Option 3)
Nice! How about if our insurance specialist will give you a call back to let
you know the most updated rates from your provider as well as several
others so you can make sure you have the best deal. What do you think...
Would you like to see how much you could be saving?

Customer -  What is the name of the insurance? 

(Option 1)
Our company simply directs you to the right insurance provider to ensure that
you are getting the best value out of your Auto Insurance. So what will happen is
we will just ask you a few quick questions and we will schedule you for a quick
callback for our Rate specialist to discuss on how we can get the best value of
your Auto Insurance. Alright?

(Option 2)
Our insurance specialist will give you a call back to let  know the rates
from multiple companies who are all competing for your business. “Our
company name”simply provides the information that you need to make a
strong comparison.

Customer -  I’m not interested

(Option 1)
 I understand that you're not interested as of now because you think no one can
beat the rate that you're getting for your insurance. Quick Question, When was
the last time you are able to check the market rate for Auto Insurance?(Follow
through based on the responses of the lead).

(Option 2)
Are you sure you don’t want to talk to our insurance specialist and
compare quotes and find out if you can be saving money? 

Customer -  Tell me more 

(Option 1)
We all know how fast the market and rates change every now and then. It is
important that we stay up to date if we are indeed getting the best value of what
we are paying for. Not that asking you to make changes on this call. We will have
our Rate specialist discuss 1st on how you can save more money before making
any changes. Does it sound good?
(Option 2)
I am not asking you to make any changes right away on this call. What we
will do is we will process some of your information in our system & our
insurance specialist will give you a call back to  let you know the rates that
our agents can offer you. You can look at the rates, make a comparison
with your current plan, and if you see a difference you can go ahead.
Otherwise you can choose to stay the way you are. Does that sound
good?

Customer -  Where did you get my information?

(Option 1)
We are just following up on your request online in saving money on your insurance.

(Option 2)
Our system shows that you recently expressed interest in saving money on your
insurance. You must have filled out your information online.

REQUIREMENTS

 If the customer says, “I’m not interested,” Agents can rebut several times but must
make sure that not being pushy & will not get out of the context.
   
 Your job is to find customers who are willing to change their insurance policy, not those
who are just looking for quotes.

ENSURING GENUINE INTEREST

  Always confirm the interest of the customer.
 Never assume that a customer is interested just because he is giving out  to or verify
his/her details with you.
 If a customer interrupts an agent during the opening spiel and the agent was unable to
confirm the interest, he/she must try to clearly determine if the cx is genuinely interested
in the offer and must not proceed to information gathering without a distinct acceptance
of the offer from the cx.. This has been a practice of one of the centers who has been
calling for us for quite some time now and their quality score has always been great.
 If a customer initially denies but then you think that he/she is already showing some kind
of interest after a rebuttal, do not just assume that he/she is already interested. Be sure
to still confirm the interest before gathering the info.

 If a customer is in a hurry, make sure that there is some confirmation that he's interested
in what we're offering before proceeding to gather the email address. 
Notes: 

o You can determine if a customer is in a hurry based on his/her tone, if he/she

really wants to get off the call ASAP. Another instance when a customer is in a
hurry is when he/she says that he/she is driving.
o If a customer just says "please call me back, I'm at work now" or something like
that, do not assume that he/she is in a hurry. Take note that we are only
gathering 5 details (Full Name, Email, Vehicle Details , Call back # &
Insurance Provider Info. : Currently insured , Insured since & Expiration date)
from them. Agent can say "I will not be discussing the quotes with you as
specialists will be calling you back to do this. I only need to get 5 details from and
it only takes 15 to 20 seconds of your time." 

RULES FOR FILLING UP DIALER FIELDS  

1. Always update the NAME, EMAIL, VEHICLE INFO, CALLBACK #. fields with what was gathered
from the customer.  
2. If info from the dialer is BLANK or UNKNOWN, the agent must select a value in the dialer and
must make sure not to leave fields.

REMINDERS:

 Mr. and Mrs. is for LAST name use only. Kindly use Sir/Ma’am when addressing the customer’s
first name
 Make sure that no fields are blank. The lead purchasers will not accept any leads with blank
information. https://docs.google.com/spreadsheets/d/1X2Usmyurcrwu-
5th5vtai2gMR0MkeC9uCXsmKvI9BxY/edit#gid=0
 Information gathered should always be of the speaker
 If the person on the line is not the same person as the one on file or if the information is limited in
the dialer, agent is required to ask for major information: Full name, Email address, Car year
make & Model,  physical address,DOB, currently insured, , insured since & expiration date. .
 Sales should be submitted to us within 5 to 10 minutes after the call with the customer has ended
 If an info field’s equivalent info on the dialer is 0, Unknown or blank, agents are required to
randomly place correct info
  Agents can remain on the DISPO screen of the dialer for up to 5 minutes when copying the info
 Always ask for the email address. Do not verify the email address in the dialer. Spelling it out is
necessary particularly when the one on file is different from what the customer said to ensure that
correct info is passed to us.
 Agents are not allowed to ask the customer for the email address of a close relative.
 Only the name, email and vehicle info are required to be asked unless the current insurance field 
in the dialer is Unknown or “Other” or blank in the dialer, it needs to be asked to the customer too.
 Mailing addresses should always be verified during the call via Melissa Data and Google Maps so
that in cases the address on file is invalid, agents can ask for the correct one from the customer.
 If the address in the dialer is a PO Box or RR address, the agent must ask the customer for the
mailing address.
 Minor info being asked for need not be asked from the customer. Agent can keep what's on the
dialer too. In cases wherein the info being asked for is blank in the dialer, the agent can randomly
choose to place correct info.
 In cases when customers voluntarily give out info regarding an additional driver, info of that
person is also required to be noted down. DOB of the additional driver and relationship of the
person on the line to that additional driver need to be asked.
 If a customer readily gives out more than one vehicle, an agent is required to note it down too. 
 Make it a habit to take a screenshot of the details of the customer once you feel that it’s a sale.

DISPOSING CALLS:
 SALE - Sale Made - disposition to be chosen if customer who has complete info agreed to
be transferred

FREQUENTLY ASKED QUESTIONS (FAQs):

1. How will the agents handle the call if the dialer does not have any details? (all blanks).-They are
to collect all major info which is full name, email address, home address, vehicle info, currently
insured, and years insured. 

2. If the customer does not have any vehicles. - Agents must ask the customer if they are planning
to purchase a vehicle within the year. So that we can get that details to send the leads.

3. Customer in a hurry, can we skip the vehicle details and go directly to the consent #2? - No,
agents must verify these details in order for our rate specialist to accurately discuss the rates to
the customer.

4. What if the customer would ask our location? - Agents can educate the customer that our main
office location is in Florida and we are located nationwide.

5. Are we offering multiple types of insurance? - Yes, so far we only have Auto Insurance, Health
Insurance and Home Insurance.
 6. Do we have a callback number in our end? - No, Direct their inquiries to our website which they
can get in touch with us there.
 
7. Is the confirmation of interest limited to “Yes” and “Ok”? - Confirmation of interest is not only
limited to “Yes” and “Ok”, once asked for consent and the customer responded “Yes/ OK/ Sure/
Alright/ Of Course/ Definitely” it will be treated as valid. 

8.  Is it required to upsell HI & HO to all customers? - Yes, agents must at least try to upsell HI or
HO, otherwise, lead will be invalidated.

9. What companies are we partnered with that provide Health Insurance? - Statefarm and Blue
Cross Blue Shield are 2 of the bigger health insurance partners we work with, but options vary by
state.  

10. Is the HI and AI being offered as bundle or separate packages? - Separate package. Home
insurance is bundled with auto. 

11. Do you have look up or people finder tool (Address checker using cx phone #) that we can
provide to the agents as a work around?
 Yes! Agents can use yellow pages to look for cx physical address using their phone # esp. If the
cx doesn’t want to give out information. (  Just click the answer to get the link.)

13.  What is the lowest car year accepted in the system? 

1981 cars and above are still accepted in the system.