Agent Flow

Agent Registration/Log-in:

 Agents start by registering on the website or logging in with their credentials.

Agent Profile

 Registered info about the agents (Licence number)

Dashboard Overview:

 After logging in, agents are directed to a dashboard that provides an overview of their
activities, including recent calls, leads, and pending tasks.
 Agents initiate the to connect with the customer through call or email

Call request:

 The request raised by the customer will be sent to the Admin panel; it is redirected to the
best suited agent.
 Dashboard display for the agent- Scheduled call along with the customer details.

Customer Registration:

 The agent can register the user while on the call.

Lead/Policy Lookup:

 Agents have the ability to look up policies associated with the caller, ensuring they have the
latest information during the conversation.

Note-Taking and Call Logging:

 Agents can take notes during the call, log important details, and update customer records.
These notes are stored for future reference.

Policy Recommendation and Quote Generation:

 The system assists agents in recommending suitable insurance policies based on the
customer's profile and requirements.
 Agents can generate insurance quotes based on customer needs and preferences discussed
during the call.

Document Upload and Management:

 Agents may have the capability to upload and manage documents related to the insurance
process, such as identification proofs or policy documents.

Follow-Up Actions:

 After the call, agents can schedule follow-up actions, set reminders, or assign tasks related
to the customer's insurance needs.

Transaction Processing:
  If applicable, agents can proceed with processing transactions, such as policy issuance or
renewal using payment gateway

Call Analytics and Reporting:

 The system provides analytics on call performance, including call duration, outcomes, and
other relevant metrics. Agents can access reports for self-assessment and improvement.

Logout/Session End:

 Agents can log out or end their session, ensuring the security and privacy of customer data.

Agent training module:

 Best Practices

User Flow
Homepage:

 User lands on the website’s homepage.

Insurance Products:

 User explores available insurance products/categories without signing up.

Policy Information:

 Access to general information about insurance policies, coverage, and terms.

Contact/Support:

 User can contact customer support for inquiries without the need for an account.

Schedule a Call:

 Enter details (Name, email, phone number date and time for call). Data to be saved in
database.
 The request is sent to Admin; the admin redirects the request to the best suited agent.
 Dashboard display for the agent- Scheduled call along with the customer details.

FAQ Section:

 Access to frequently asked questions for quick information.

Claims Information:

 Information about the claims process without the need for a registered account.
What would be the criteria for the self-assessment for the agent?