2023 Inbound Scorecard

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Across
  1. 2. Chatbot is an _____ resource that can be used by the insured or agents for questions or assistance.
  2. 3. ____-in can only be utilized for a mobile device.
  3. 6. A Representative must ask upfront _____ questions on the Eligibility Document to determine if you can start a quote.
  4. 8. Did the Representative take all the Appropriate Actions and provide an _____ Response during the call?
  5. 13. Did the Representative utilize the Distribution ____?
  6. 14. Did the representative inform the caller of the Policy Holder Self Service____?
  7. 17. Did the Representative offer ___ assistance before saying the closing?
  8. 19. For verification an insured's name must be given as it ____ on the policy.
  9. 21. If there is not a note placed on the associated quote/policy, this could be scored in correlation with ____ Flag.
  10. 22. Did the Representative avoid using any ____ phrases?
  11. 23. Did the Representative deliver a ____ Customer Experience?
Down
  1. 1. All disclaimers must be read ____ to the insureds, including during rewrites.
  2. 4. Silence gaps must be addressed _____ to each occurrence throughout the call.
  3. 5. Did the Representative place a complete and accurate ___ on the policy or quote?
  4. 7. Did the Representative check the ___ tool prior to assisting with the call?
  5. 9. A Representative must ___ new information when making changes/updates to the policy.
  6. 10. Did the Representative use ___ available resources?
  7. 11. Did the Representative offer ___ to the insured?
  8. 12. Did the Representative take ____ of the call?
  9. 15. Was the required ___ used during the call?
  10. 16. Asking open-ended questions to better understand what the caller is needing is an example of asking ___ questions.
  11. 18. Did the Representative personalize the call by using the callers ____?
  12. 20. Did the Representative ___ their call or quote appropriately?