AUTO INSURANCE CALL FLOW:

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

Opening Spiel & Consent 1- Auto Insurance

Hello?  (If the  person on the line is silent… then go to pitch after they respond to you.)

Hi! This is______ , with BestInsuranceRates.com and the reason I’m calling is that Auto and Home
insurance rates have dropped. If we could save you up to 30% would you consider switching? 
Acceptable responses: Okay, Sure, Yes, I will consider it, Definitely, Of course!

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 (can you spell out your first name and last name please?)
 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. Physical Address - Ask only if the address is not already provided in Vici
 ALWAYS ASK THE ZIPCODE
 If  the lead will give out 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.

5. Date of Birth 
 Agents must ask the DOB atleast once. Correct format (YYYY-MM-DD)
 If the lead does not want to provide DOB, ask for at least the year, and random the date and month
 Randomize or leave what's on the dialer
 Please see the snap : http://prntscr.com/rq616q

Anything less than 18 and more than 85 years old of age will be Automatically Rejected. 
 ( If the agent attempts but the customer refused to answer or is unable to provide the info, the
agent can randomize the information. )

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?  Agent should get a  YES/YUP/YEAH  response to the cx.

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.

(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, however, if
the customer hangs up, then it must not be taken against the agent )

Are you a Homeowner or Renter?

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?

Health Insurance (Upsell Required)

Do you currently have health insurance? 

(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 CB wrap UP

CB_Wrap_Up: 
Great. We'll have someone reach out to you soon. Have a great day. 
________________________________________________________________________

QA GUIDELINES
https://docs.google.com/spreadsheets/d/1CyitnKkgwOBoWINTEW0QmwbLs5U2QhjVOu3rvjh6Ohs/
edit#gid=1170265190 

Dialer fields values / Reminders & Updates

https://docs.google.com/spreadsheets/d/1YVusGlz8NxguOH40BbdZwdaeUO3XC9pkHuaPM6K13eg/edit#gid=0

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)
We’re calling in behalf of BestInsuranceRates.com. 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. “CheapInsuranceRatesOnline” 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
your 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 changes 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 gasking 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. Is that good?
(Option 2) - Generic Rebuttal
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. 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.

No to TCPA
Our rates specialist will call you right away once we process your information. However, if you're
busy at that time, you can ask our Insurance Specialist that you want to reschedule a callback at
your most convenient time for them to give you a proper callback."

I’m busy
I won’t be taking too much of your time, I'll just need to verify few information and an insurance
rates specialist will call you back after processing your information, however if they caught you at a
bad time you can inform them of your preferred time.

Customer - 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. 

I won't be taking much of your time, I'll just have to verify few information then send the quotes to
your email and our insurance specialist will call you back to discuss the quotes with you, is that
okay?

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 you and it only takes a minute of your time."

Customer - declined the offer - Customer said “No” or “Not now”

Suggested Rebuttal: I’m not asking you to make any changes on this call. All we want to do is to
provide you with quotes from providers who are competing for your business. We will have our
Rate specialist discuss 1st on how you can save more money before making any changes. Alright?

Customer - I don’t want to be called by many phone calls

Suggested Rebuttal: Just so you know that you will be getting 3-4 callbacks from rates specialists.
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 determined if the cx if genuinely interested with 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 denied 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, agent must select value in the dialer and must make sure not
to leave fields.

REMINDERS:

 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
 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 2 minutes when copying the info
.
 Mailing address should always be verified during the call via Melissadata and Google Maps so that in cases
the address on file is invalid, agent can ask for the correct one from the customer.
 If the address in the dialer is a PO Box or RR address, 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 to. 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 gives 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 customer readily gives out more than one vehicle, 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 this 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 of the 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 atleast try to upsell HI or HO,
otherwise, lead will be invalidated.

9. What companies are we partnered with that provides 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.)

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

1981 cars and above are still accepted in the system.