In bound Call Process for Agency Staff
- Welcome
- My name is ....
- You have reached the customer experience team.
- Thank you for your business with James MacRae Insurance Agency.
- Ask them if they’re having good day.
- Small talk: Discuss topics such as the weather, upcoming holidays, or recent enjoyable event.
- Gather Information
- What is your name....
- Do you need help with a Payment - Claims – New Policy - Service Request – Changes in existing insurance plan
- I am trained to assist members with payments and claims.
- I can assist you with your payment on your policies. This can be done through the Payments Tab
- I can help you with your claim by making a 3-way call and connecting you to the appropriate insurance company. This can be done through the Claims Tab
- They will need their policy number to speed up the process. It is possible without it.
- Please advise them that they need to explain to the claim’s professional, in their own words, what happened. They should include the specific time and date of the incident.
- Provide the appropriate insurance company's phone number or website to enable customers to complete the task independently at their convenience, if that is their preference.
- New Policy Request
- Service Request - Changes in existing insurance plan
- I will help you start the process to service your request.
- We have to collect a few details of what’s needed today.
- Start and complete IPS Cares service request form!
- Question for you, who handles your life insurance? We need to update our client management system with that Information. Ok …Let's set an appointment to have someone help you with that important Coverage For your family.
- Life Appointment Tab
- I will connect you with the correct member of our team to complete the process.
- Check available agents and transfer directly if needed
- Or dial in Ring ext. 3000 or perform a 3-way call using the number (948) 206-2500
- If all agents are busy inform the customer that an agent will call them back and ask for the best date and time to return the call.
- One of the most Grateful things that you can do for the agency is refer a friend or Family member. Do you have someone in mind that we could help? With our service?
- Refer a Friend Tab
- Google review: Ask for feedback on their experience with their producer and request a Google review. Send them the review link and have them click the link to make sure it works. https://g.page/r/CWQWFenTV1aEEB0/review
- Thank you for your business. I am glad I was able to assist. A member of the agency will call you soon as they can or inside of 24 hours.
IMMEDIATELY after the call ends, email the completed IPS Cares Form to:
Email ipscares@ipsinsureme.com