2023 Inbound Scorecard

2. Did the Representative use ___ available resources?
4. All disclaimers must be read ___ to the insureds, including during rewrites.
5. If there is not a note placed on the associated quote/policy, this could be scored in correlation with ___ Flag.
7. Did the Representative check the ___ tool prior to assisting with the call?
10. For verification an insured's name must be given as it ___ on the policy.
12. Did the Representative follow the proper Distribution _____?
13. Did the Representative personalize the call by using the callers _____?
15. Pay Did the Representative offer ___ to the insured?
16. Did the Representative place a complete and accurate ___ on the policy or quote?
18. Silence gaps must be addressed ___ to each occurrence throughout the call.
19. Was the required ____ used during the call?
22. ___-In can only be utilized for a mobile device.

1. Did the Representative avoid using ___ phrases?
2. Did the Representative take all the Appropriate Actions and provide an ____ Response during the call?
3. Asking open-ended questions to better understand what the caller is needing is an example of asking ____ questions.
6. Did the Representative offer ____ assistance before saying the closing?
8. Did the Representative take ____ of the call?
9. Chatbot is an ____ resource that can be used by the insured or agents for questions or assistance.
11. A Representative must ask upfront ____ questions on the Eligibility Document to determine if you can start a quote.
14. A Representative must ____ new information when making changes/updates to the policy.
17. Did the Representative ____ their call or quote appropriately?
20. Did the Representative inform the caller of the Policy Holder Self Service (____)?
21. Did the Representative deliver a ___ Customer Experience?