johnsharp
Expert
There was a discussion about telemarketing and it got me to thinking about scripts. Here are a few ideas about using scripts in your agency.
The powerhouse online insurance companies like Geico and Progressive don't just let their call centers loose willy-nilly to figure out what to say to a prospect or client. There is a script and a format. A chain of command. An optimal result to every conversation.
We don't need our CSR's to just pick up the phone and improv as they go through the conversation.
A lot of agents believe it's not possible to script their staff because there are too many possible scenarios and I will agree with you to some degree. I don't know that it is worth your time to write out every single possible phrase and outcome.
But I DO believe that you can prepare for the most common situations as well as opening and closing "statements."
Start with these three situations:
How to answer the phone and route a call – What questions do they ask? What information do they verify or update (phone number, email address)? What calls go to you and how do you filter them? Focus on professional image.
How to quote a prospect – Write out the entire process from what information to gather, cross sell, upsell, options, etc. Focus on closing the sale.
How to complete an endorsement – Is there a cross sell opportunity? Do they need a life quote? Is all of their contact info up to date? What do they need to check for in the mail?
Focus on service and money-making opportunities. Every single phone call that comes in or goes out of your agency (even the customer service ones) are an OPPORTUNITY to either make more money, retain a client, or get a referral. Don't let your staff's lack of training control your bottom line.
The powerhouse online insurance companies like Geico and Progressive don't just let their call centers loose willy-nilly to figure out what to say to a prospect or client. There is a script and a format. A chain of command. An optimal result to every conversation.
We don't need our CSR's to just pick up the phone and improv as they go through the conversation.
A lot of agents believe it's not possible to script their staff because there are too many possible scenarios and I will agree with you to some degree. I don't know that it is worth your time to write out every single possible phrase and outcome.
But I DO believe that you can prepare for the most common situations as well as opening and closing "statements."
Start with these three situations:
How to answer the phone and route a call – What questions do they ask? What information do they verify or update (phone number, email address)? What calls go to you and how do you filter them? Focus on professional image.
How to quote a prospect – Write out the entire process from what information to gather, cross sell, upsell, options, etc. Focus on closing the sale.
How to complete an endorsement – Is there a cross sell opportunity? Do they need a life quote? Is all of their contact info up to date? What do they need to check for in the mail?
Focus on service and money-making opportunities. Every single phone call that comes in or goes out of your agency (even the customer service ones) are an OPPORTUNITY to either make more money, retain a client, or get a referral. Don't let your staff's lack of training control your bottom line.
