Daily Stroll Agent Tasks
- Make sure logged into phones for 9:00
- Make sure to log into chats at 9:30 and log 'away' when on break lunch
- Check WEB diary for any purchases (see steps below)
- Check what tickets have come through since close of business, these will fall under unassigned and assign these tickets to staff. Aim to get replies for these emails to the customer within the first hour
- Check any pending or unsolved tickets to follow up on and solve if applicable
- Check the agent portal to see if customers have uploaded any documents or are due to be chased e.g day 7, 14, 21 and 28
- Answering chats and emails and taking calls.
- Outbounding on leads and adding details to Zendesk and closing the WEB diary, add the details (name, prospect ref and out come of call with note on Zendesk) S= Successful quote, F= Failed quote
Purchased Steps
- Check the online WEB diary for any sales so we can process documentation, transactions and issue trigger document (docs_enclosed.pdf), this will be done manually until we have confidence in the existing processes then Open Workflow Manager will be gradually introduced for automatic processing.
- From Prospect APM Escape + O and complete fields shown below. Date will be todays date.
- Anything with a C at the end of the web reference is a purchase and needs to be processed
- Locate Policy in Prospect/APM
- From Level 2 use the Make Live tab
- Complete all post quote questions and print documents to SPQG: where they will sit in the Open Document Centre virtual queue waiting for a trigger document
- Find the QA frame for any ActiveQuote discounts, Insurer Premium will always be the price before any Broker Discounts are applied, Broker Discounts go into the discount field in the ABBY frame as Discount Code 62
- Locate live policy in Brooms/CORE and from policy page use the Process Frames tab
- Select Complete Non OWM Policy, this takes you into the ABBY frame to create your transactions
- Complete the ABBY frame as normal, when saving the ABBY frame, an IPID and doc_eclosed letter will automatically be generated. The docs_enclosed letter is the “trigger document” that will export the documents from the ODC queue to Instil, once received by Instil they should be available to customer in the customer portal or App
- Can check OPM to make sure documents have left (receipt will be the only document left)
- Can then check agent portal to make sure customer is on it