2023 Inbound Scorecard

2. Chatbot is an _____ resource that can be used by the insured or agents for questions or assistance.
3. ____-in can only be utilized for a mobile device.
6. A Representative must ask upfront _____ questions on the Eligibility Document to determine if you can start a quote.
8. Did the Representative take all the Appropriate Actions and provide an _____ Response during the call?
13. Did the Representative utilize the Distribution ____?
14. Did the representative inform the caller of the Policy Holder Self Service____?
17. Did the Representative offer ___ assistance before saying the closing?
19. For verification an insured's name must be given as it ____ on the policy.
21. If there is not a note placed on the associated quote/policy, this could be scored in correlation with ____ Flag.
22. Did the Representative avoid using any ____ phrases?
23. Did the Representative deliver a ____ Customer Experience?

1. All disclaimers must be read ____ to the insureds, including during rewrites.
4. Silence gaps must be addressed _____ to each occurrence throughout the call.
5. Did the Representative place a complete and accurate ___ on the policy or quote?
7. Did the Representative check the ___ tool prior to assisting with the call?
9. A Representative must ___ new information when making changes/updates to the policy.
10. Did the Representative use ___ available resources?
11. Did the Representative offer ___ to the insured?
12. Did the Representative take ____ of the call?
15. Was the required ___ used during the call?
16. Asking open-ended questions to better understand what the caller is needing is an example of asking ___ questions.
18. Did the Representative personalize the call by using the callers ____?
20. Did the Representative ___ their call or quote appropriately?