Standard Process

What is question #7 of the standard process

• Process Documentation request

• Offer Value added services

• Allstate Mobile App mention

• Brand the agent

What is question #4 on the standard process

• Brand the survey

• Assess the need

• Set Expectations/1st Opportunity to brand agent

• Accurate Documentation Using Pega & DST

What is question #9 on standard process

• Accurately Document using Pega & DST

• Standard Greeting

• Recap/Brand Agent/Close the call

• Offer Value added services

What is the branded greeting

• Who is this?

• What is your first and last name

• Who do I have the pleasure of speaking with today?

• Who are you again?

What is Question #8 on the standard process

• Accurate documentation using Pega & DST

• Always document using 1view only

• Save notes on sticky pad

• Document only in DST

Question #2 on standard process is regarding authentication. How many pieces of authentication do we asked you to obtain.

• 6

• 5

• 4

• 3

Question #3 on the standard process is regarding assessing the need. Why is it important

• Because I have to

• To ensure we accurately obtain why the customer is calling in

• So I can understand what I am NOT going to do.

• Because Darell and Qattarah said so

Question #5 on the standard process is acting within your level of authority. Which is not?

• Auto change on a Milewise policy

• Deleting an operator

• Updating customers address in Florida

• All of the above

Why is resolving the customer's concern important

• Provides an effortless experience

• Reduces Call backs

• Educating the customer

• All of the above