We have to ask customers a multitude of questions at the call centre, to get the answers we need to set up the policy they require. Here are a few examples of the questions I ask and the answers I get: ME ‘Can I have your full address please?’ CUSTOMER ‘Errr. Ummmmm. Errr. I thinkContinue reading “Questions And Answers”
Tag Archives: policy
What’s Best?
A woman called today not sure of which policy she wanted or what was best for her. I gave her details of the policies in question and asked which she favoured. ‘Oh I don’t know.’ She said. ‘I don’t know what’s best for me. What would you suggest?’ ‘Well,’ I said, ‘I can’t give youContinue reading “What’s Best?”
Mystery Shoppers
A few of my colleagues and I believe that we have had a spate of mystery shoppers phoning us. There have been a number of potential customers ringing up and asking every question under the sun about two or three policies. The questions range from the utterly ridiculous to extremely technological. Definitely not our normal customersContinue reading “Mystery Shoppers”
Make Up Your Mind
The other day I had a woman call in who definitely didn’t know what she wanted. I had to be very careful as we are non-advised sales. All I can do is give information about our policies after the customer has said what they want covered. Well this woman could not make up her mindContinue reading “Make Up Your Mind”
Getting Annoyed Again
The last few months I’ve been focussing on feeling positive and looking at the good side of things, however today I found myself getting annoyed again. We have to have product training and assessments on the products the company offers, before we are allowed to sell them or set them up. Financial Conduct Regulations. ThereContinue reading “Getting Annoyed Again”
Late Information
We were given information at work today that we should have had at least a week ago, in most cases, but 3 months ago in one case. Price changes that went live yesterday. DPA changes that went live last week. Changes to certain policies that went live 27 March for the first stage, and 1Continue reading “Late Information”
Questions
When a customer calls in to us they hear an IVR recording before they get through to an agent. It tells them the company name and gives a bit of information about the company. After this they get through to an agent who proceeds to answer any queries they may have. Answering questions is anContinue reading “Questions”
Long Weekend Over
Well this lovely, long bank holiday weekend has now finished and I’m back at work. And of course today was crazy! Call after call after call. Some pleasant, some downright awkward, and some unbelievably stupid. I also had a few people trying very hard to hide their accent and speak in a posh voice. WeContinue reading “Long Weekend Over”
Will It Change?
A customer called to ask the details of a particular policy. Turns out that his property was not suitable for the policy in question, so I explained this to him and gave him the details of a more suitable cover. He then decided to ask me whether the policy would change if he bought it.Continue reading “Will It Change?”
Just How Hard Is It?
Just how hard is it to listen to what I am saying? It appears to be extremely difficult for some people. Take a customer that phoned me a few days ago. ‘I’ve had a letter from you about the plumbing and drainage cover. Well, I’ve already got this cover. So why are you sending meContinue reading “Just How Hard Is It?”
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