CSR Support Inbound Call Flow – Matic

General scripting guide - QA requirement - Verbatim requirement

M – Meet and Greet

*Inbound: “Thank you for calling Matic, my name is [your name], on a recorded line. How can I help you today?”

*Outbound: “Hi, this is [your name] calling from Matic, on a recorded line, is [customer name] available?”

“I would be happy to help you with that. Before we get started, I just need to verify your account for security. Can you please confirm your:

full name - inbound only
date of birth - must get this on every call for verification
address or policy number or email - outbounds and inbounds

Thanks for that. I see you have a [home/auto/etc] policy with us. Which one are you calling in about today?"

While you are confirming the personal information, pull up current policies and ticket history in ZenDesk, AMP and carrier portals.

A – Acknowledge and Understand

“Thank you, (customer name). My goal is to get this resolved for you by the end of this call, and to set your policies up for the future.” Just so I’m sure I have it right, it sounds like [restate their concern in your own words]. Is that correct?

Is there any other information you would like me to know before I begin to work on your request?

“I absolutely understand why you’d be concerned about that. I see the issue here, and I am going to do my best to take care of this for you.”

Alternative for when you don’t have an obvious solution: “I definitely want to do my best to find a solution that is a win-win for this. I am going to need a little bit of time to review the options, and I’ll be sure to keep you in the loop as I uncover solutions.”

Alternative for upset customers: “I apologize that this happened. That's certainly not the experience we want you to have. Please know that I am going to work to resolve this. To resolve this, I am going to [state your action (eg: pull up your policy details)].”

T – Take Action (OCR IS OUR GOAL)

“While I’m pulling up your account, I want to clearly explain what I’m doing. To work on resolving this, I am going to [Explain the action, e.g., update your payment date in the system / contact the carrier directly / process that endorsement] now. Does that sound like a good approach?”

-or if needing time to research-

“I’m going to need just a few minutes to review everything to look for the root cause here. Do you mind if I place you on a brief 2-3 minute hold while I dig into your policies? Thank you! I’ll check back shortly and we’ll get to work on resolving this for you!”

Pivot to whichever process will get to the resolution (eg: UW ticket process, Non-pay ticket process, review coverages, etc)

If the customer expresses frustration disappointment or intent to cancel, shift into Save Our Customer mindset, by making at least TWO thoughtful attempts to save:

“I'm sorry to hear you're considering canceling. Just to clarify, Matic isn't the one issuing the cancellation - it would come directly from your insurance carrier. Was there a specific issue or experience that led to your decision?"
“Thank you for sharing that. [Personalized Save Attempt #1, e.g., Offer a rate review/policy adjustment/new quote].”
"Do you want to talk to one of our licensed agents to make sure that your current policy and new policy are the same coverages? "
“I understand. If that doesn't work, one last option is [Personalized Save Attempt #2, e.g., Offer to pause the policy/different deductible/a specific benefit they'll lose].”
"It is our Matic standard to make sure you are aware of all your options. I can get you over to a licensed agent to re-shop you to make sure you are getting the best option from the 60+ carriers we work with."

I – Inform and Involve

“While I get this completed…I’m going to go ahead and pull up your account(s) and see if there are any other outstanding issues we should be addressing today, as well.

I noticed you had been [talking to Joe about XYZ, or emailed us last week about XYZ]. I would love to help you resolve that today as well! (if applicable)
I want to share something that directly relates to your [customer issue that they’ve shared, or one you can identify like a gap in coverage]: (must share at least one value, when appropriate)
- (price) We offer the option to review your policy at renewal and can reshop your insurance to look for more competitive pricing and coverage within our carrier network.. So when you get that renewal in the mail, give us a call to review it! We could have other options that suit your needs.
- (price and time) We partner with over 60 carriers, which means you have a one-stop shop. When it's time to shop for other policies (like your auto coverage), we can quickly compare quotes for you without having to call 10 different companies. Were you aware we had auto options?
- (easy) Matic is not like other insurance agencies. Because we partner directly with your lender, you can rest easy knowing that you have a policy that meets their standards, and we make the process of switching easy. That means you won’t have to spend hours going back and forth with your lender about your policy after this call. We handle it.
- (service) Matic customer service is here to help you the whole lifespan of your policies, so regardless of what carrier you end up with, you’ll be able to work directly with us."

"At Matic, our customer service supports you throughout the entire life of your policies. You will work directly with us, maintaining a consistent standard of service, no matter which carrier you choose."

If you still need time to complete the resolution, keep the customer updated.

“Alright (customer name), so far I have [state of what has been done]. I am now going to [state your next step] to complete your request.”

C – Close

If the tasks can be done while on the phone, DO IT. Don’t wait to follow up.

"To finalize this/advance the process, I just need you to [take a photo and send it to me/sign this document/etc.]. I'll stay on the line with you while you complete that to ensure we receive it immediately. Please don't hesitate to ask if you need assistance!"

If you cannot resolve on this call, explain next steps:

“I do need to follow up with [carrier] on [issue]. I will personally own this follow-up to ensure it doesn't fall through the cracks. You can expect a call or email from me by [State a clear date, e.g., 2:00 PM on Monday].”

--or--

“Okay, so I’d like to partner with you to get this resolved. Here’s what I need from you: [explain docs needed, steps needed, photos taken, etc] and once I get those from you, here’s what I’ll do: [I’ll send it to the carrier for review, I’ll complete updates, etc]. How would you prefer I follow up with you: via email or phone? I will reach out to you by [State a clear date and time, e.g., 2:00 PM on Monday].”

If your task is complete:

“Alright (customer name). I’m happy to tell you that the [Action/Resolution] is complete . You will receive a confirmation email with the new documents within the next 24 hours. How does that sound?”

“Great! The [action/resolution] is complete. Before we go, as I was pulling up your policies, I noticed you only have your [existing policy, e.g., Home] with us. Since you’re already verified, I can transfer you right now to a licensed advisor who can see if we can bundle your auto/flood/etc with us to save you time and money. It would just take a few minutes. Would you like me to connect you to that team now?”

Once the customer answers, go over the close before warm transferring to an agent or ending the call.

“So, the [original issue] is now fully resolved and you’re all set with [the resolution]. Is there anything else I can support you with today?”

“Thank you again for choosing Matic. I appreciate your business, and please don’t hesitate to call if you need anything else. Have a great day!”