AUTO INSURANCE

TRAINING MATERIAL : VOICE & NON-VOICE

Sheryl Medroso
Operation Manager
SCHEDULES: VOICE/NON-VOICE
WORK SCHEDULE: MON - FRI
11:00 PM - 8:00 AM MNL
8:30 PM - 5:30 AM IST
8:00 PM - 5:00 AM PKT

MANILA BREAKS SCHEDULE

1:30 AM - 1:45 AM 1st Break
3:00 AM - 4:00 AM Lunch Break
6:30 AM - 6:45 AM Last Break

INDIA BREAKS SCHEDULE

11:00 PM - 11:15 PM 1st Break (Optional)
12:30 AM - 1:30 AM Lunch Break
4:00 AM - 4:15 AM Last break (Optional)

PAKISTAN BREAKS SCHEDULE

10:30 PM - 10:45 PM 1st Break (Optional)
12:00 AM - 1:00 AM Lunch Break
3:30 AM - 3:45 AM Last Break (Optional)
AUTO INSURANCE : VOICE

SCRIPT
Hello? (If the person on the line is silent… then go to pitch after they respond to you.)

“Hi! This is______ with (Company Name) Cheapinsuranceratesonline.com / Expertinsurancedeals.com

The reason for my call is to inform you that Car and Home insurance rates have dropped.
If we could help you save up to 30% off from what you are currently paying. Would you consider that as an option?
“ Acceptable responses: Okay, Sure, Yes, I will consider it, Definitely, Of course!

INFORMATION GATHERING:
1. Best Callback Number
“Is (CX 10 DIGITS-PHONE NUMBER) the best call back number that our insurance specialists can contact you?”

2. First and Last Name

“Can you SPELL out your FIRST and LAST name please?”
 The call agents are not allowed to proactively read out the customer name on file, and must ask the lead instead, also, customer name must be
spelled out by the agent or the lead.

3. Vehicle Year, Make & Model (NOT MANDATORY)

“Do you still drive the “YEAR, MAKE & MODEL?”
 Agent needs to secure the YEAR and MAKE of the car, if the lead cant provide the exact MODEL, we can select that is closest to what was provided
by the lead or we can select anything in the drop down.
 If we can't get the year, make or both that will be PD as long as the agent asks the information. Otherwise INVALID if the agent did not ask during the

call.
 If a customer proactively says he/she has NO CAR “Do you plan to purchase in the next 6 to 12 months?”
 If YES - May I know what’s the MAKE & MODEL of the car you plan to buy?
 If NO - Offer Home/Health then continue with the call flow.

4. Physical Address
“Can you verify your ZIP Code?”
 If there is a physical address on file. The call agent just needs to verify if the address is VALID or NOT.
 If the address is NOT VALID. The call agent needs to verify the address via Melissa.

5. Date of Birth
“What’s your DATE OF BIRTH?”
 Agents must ask the DOB at least once.
 If the lead does not want to provide DOB just randomize the info with YYYY-MM-DD
TCPA CONSENT: MUST BE VERBATIM. OTHERWISE, LEAD WILL BE INVALIDATED!!!

“Next, we will get a rates specialist to call you and discuss your personalized savings. Please say “YES” if they have
your permission to call you back?” Agent should get a YES/YUP/YEAH/OKAY/SURE/NO PROBLEM/ I AGREE response to the cx.
 (For any lead requesting to be CALLED BACK at later times that is BEFORE or on 7PM EST on the same day we called them. Agents should
use DELCB in order to be fully credited on that lead. However, if the agents disposition it as SALE made that will be PD)

 (If the lead requested to be CALLED BACK by the following day the agent should use DELCB and center compensation will be PD. However, if
the agent disposition the call as SALE made that will be INVALID)

CLOSING: MUST BE READ AFTER THE CX CONFIRMS THE TCPA BEFORE UPSELLING!!!

"I've gone ahead and entered your information through our website. You will be getting a call shortly. Be sure to let
the agent know that you signed up online to get the best offers"
 (The script is not required to be delivered verbatim as long as the agent delivered the script with the same "content and intent”.)

UPSELL: MUST BE READ RIGHT AFTER THE CLOSING

(The call agents are required to upsell health or home even if leads say that they are in a hurry for as long as there is an opportunity during the call,
otherwise, lead will be invalidated, however, if the customer hangs up, then it must not be taken against the agent)

“Are you a Homeowner or Renter?”

(If Renting please make sure to change the info in this field)
“If you could also save a lot of money on getting updated quotes with your Home/Renter Insurance and get you a
better, would you consider it as an option?”
YES: (go to info gathering)
NO: ”That’s not a problem.”

INFORMATION GATHERING
1. “What type of home is it? Like is it an apartment/condo, manufactured, multi family, single family, or townhome?”
2. “Do you have a home/renters insurance currently?”
3. If YES - What is the name of your insurance provider?
(Read TCPA if NOT bundle)

“Do you currently have health insurance? “

(YES & not through their employer continue)

“If we can get you a better deal would you also consider it as an option?”
If YES - (go to info gathering)

INFORMATION GATHERING
“How many people are in your household?”
If NO - Proceed to CB warp up.

CB_WRAP UP:
Thanks for your time!
AUTO INSURANCE : VOICE

REBUTTALS
I ALREADY HAVE AN INSURANCE
1. Awesome! We can have our Rate Specialist call you back to compare with what you have now and provide you the
best possible options to lower down your insurance rates.

2.  That's great! We can use your current provider’s policy to compare with what our rate specialist can offer. To make sure that
3. you are getting the best deal with what you have now. Alright?

Nice! How about if our insurance specialist will give you a call back to let you know the most updated rates from your provider
as well as several others so you can make sure you have the best deal. What do you think... Would you like to see how much
you could be saving?

NO
4. TO TCPA / DELCB EXPECTATION

Our rates specialist will call you right away once we process your information. However, if you're busy at that time,
you can ask our Insurance Specialist if you want to reschedule a callback at your most convenient time for them to
give you a proper callback. Ok

NO
5. TO CLOSING SPIEL / ONLINE FORM

We are just filling this info into our website so we can get more promo and savings when the rate specialist calls
back

WHAT
6. IS THE NAME OF THE INSURANCE? 

We’re calling on behalf of BESTINSURANCERATES.COM. Our company simply directs you to the right insurance provider to
ensure that you are getting the best value out of your Auto Insurance. Statefarm and Blue Cross Blue Shield are 2 of the
7. bigger health insurance partners we work with, but options vary by state. Ok.

Our insurance specialist will give you a call back to let  know the rates from multiple companies who are all competing for your
8. business. BESTINSURANCERATES.COM simply provides the information that you need to make a strong comparison. Ok?

We’re calling on behalf of (Company name for the day) and we are an affiliate of State Farm and BlueCross and some
other insurance companies in the area. Alright.
I’M NOT INTERESTED / HAPPY WTIH MY INSURANCE / YOU CAN’T BEAT MY CURRENT INSURANCE

1. Yes, we understand nothing to worry because changes will not happen right now. Just try to check out our rates first before
making any decisions, and you might find out that it is way better, cheaper and if we could beat what you have currently paying
2.
that's the time that you might consider switching after checking the rates. Ok?

No worries. I'm not asking you to make changes right now, agents will contact you and provide you the best possible
rates so that you can check and compare it with what you have now. Ok.

TELL
3.
ME MORE 

We all know how fast the market and rates change every now and then. It is important that we stay up to date if we are indeed
getting the best value of what we are paying for I’m not asking you to make changes on this call right now. We will have our
4.
Rate specialist discuss 1st on how you can save more money before making any changes. Is that good?

I am not asking you to make any changes right away. We will just process some of your information and our insurance
specialist will give you a call back to let you know the rates they can offer so you can compare with your current plan,
and if you see a difference you can go ahead. Otherwise you can choose to stay with your current provider. Alright.

WHERE
5.
DID YOU GET MY INFORMTATION?

6.
We are just following up on your request online in saving money on your insurance. Ok. 

Our system shows that you recently expressed interest in saving money on your insurance. You must have filled out your
information online.

I’M BUSY / PLEASE CALL ME BACK / I’M A WORK NOW / I’M IN A HURRY / I’M DRIVING

7. I won’t be taking too much of your time, I'll just need to verify some information and our insurance rates specialist will call you
8.
back, however if they caught you at a bad time you can inform them of your preferred time.

I will not be discussing the quotes with you, our rates  specialists will be calling you back to do this. I only need to get a few
9.
details from you and it only takes a minute of your time.

I’m not going to take too much of your time. Our rate specialist will give you a call to discuss possible options to
lower down your insurance rates. Ok.
NO or NOT NOW ( declined the offer )
1.

I’m not asking you to make any changes on this call right now. We will have our Rate specialist discuss 1st on
how you can save more money before making any changes. Alright.

I DON’T WANT RECEIVE TOO MANY PHONE CALLS

2.

Just so you know that you will be getting 3-4 callbacks from rates specialists. Ok.

WHERE ARE YOU LOCATED?

3.

Our main office is located in Florida but we are located nationwide. Ok.

WHAT’S YOUR CALL BACK NUMBER?

4.

We don’t have a direct call back number but you can visit our website
http:// Cheapinsuranceratesonline.com / Expertinsurancedeals.com and you can get in touch with us there.
Ok.

WHY DO YOU NEED MY INFORMATION?

5.

We need this information for us to be able to give you an accurate quote for your auto insurance.

CAN YOU SEND IT BY E-MAIL?

6.

Yeah not a problem. I'll send you over the email right now but in order to process it there we have to submit
the phone number when they do call you just let them know that you prefer email.
AUTO INSURANCE : VOICE/NON-VOICE

TOOLS & WEBLINKS

https://tools.usps.com/zip-code-lookup.htm?citybyzipcode&fbclid=IwAR1K-7Cb4MnPQnSVlFhLhkjR6DAdSA1ZQ3Lw
hatjgYdlVNeKZpCuvQ8MqTA
 Use while on call to determine if the ZIP CODE provided by customer is a valid US zip code.

https://www.melissa.com/v2/lookups/addresscheck/address/?address=&suites=&freeForm=&mak=
 Use to validate/update address. Copy and paste the states and city together with the zip code. Melissa will
provide the list of addresses that you can choose from. Only those with house numbers are allowed.

https://www.spydialer.com/?fbclid=IwAR01LQJGzpThlhYmOoAJbaYQmBREM8haKGums55bTLZEd53V6chRFHqoxy
Y
 Use just to double check if fn/ln provided by the customer matches. Take note that QA is not using this tool. We
still need to go with what the customer says over the phone.

https://docs.google.com/forms/d/e/1FAIpQLSeY5yacAG9ObIQ8tYBBgVSUCw7gOa4FjAzHZv69Xs0qyMh5nQ/viewfo
rm?fbclid=IwAR0Fsb15iL_AyEa3nCtOW4mUzUj0PZcHttxWJFdk34AS8Y67vU10fJG88ZQ
 Use to file for dispute from the QA call validation. Dispute submission should be within the day and will revalidate
at the end of the shift.

http://194.182.161.237/mhorus/?link=https://www.netstreamcontactsolutionsph.com/viciform
 AVATAR / NON VOICE training link.
Username: avatartzje
Password: (ask your POC)
training101

https://docs.google.com/spreadsheets/d/1Dg6E5xRTPspbt89HMg1oQwWoLbVvebaJvkL3mJIEWkA/edit?fbclid=IwA
R3x_e6qtBWFHs-0DMarzBVGwihfgBmwqtbZv0Fb3wy_xoGezy_qS2MOy6E#gid=1285781978
 QA Guidelines
AUTO INSURANCE : VOICE / NON - VOICE

CALL
RECORDINGS
VOICE

 https://cc6server5.phonixx.us/RECORDINGS/MP3/20201124-104530_7577750528_CC6_NCSR
omIca0805-all.mp3

 https://cc6server2.phonixx.us/RECORDINGS/MP3/20201124-105653_9145027644_CC6_NCSJe
rMos0805-all.mp3

 https://cc6server5.phonixx.us/RECORDINGS/MP3/20201123-112741_7184797611_CC6_NCSM
arEva0805-all.mp3

NON – VOICE

 https://cc5server2.phonixx.us/RECORDINGS/MP3/20201215-115121_9542457593_CC5
_NCSAVTTcpAl0825-all.mp3
(DELCB)

 https://cc5server8.phonixx.us/RECORDINGS/MP3/20201215-121634_7868990210_CC5
_NCSAVTNovAm1210-all.mp3

 https://cc11server6.phonixx.us/RECORDINGS/MP3/20201215-125159_7068663018_CC
11_NCSAVTTfsAr1203-all.mp3
(DELCB)
AUTO INSURANCE : NON-VOICE

CALL FLOW
As per QA Guidelines

AVATAR CALL FLOW

1. INTRO HELLO – wait for someone to answer the phone

2. INTRO
3. YES THEY ARE INTERESTED
*IF NO - use proper rebuttal + VERIFY INTEREST AUTO
4. START INFORMATION GATHERING
5. BEST CALL BACK NUMBER
6. VERIFY FIRST NAME
7. VERIFY LAST NAME
8. ZIP CODE
9. BIRTH YEAR
10. CONSENT
11. CLOSING + HOME/HEALTH CROSS SELL (Then follow up with the upsell questions)

FOR CX REQUESTING FOR CALL BACK

Make sure to deliver CALL ME AT A SPECIFIC TIME and continue with the call flow if cx said YES to
#10 then tag it as DELCB

FYI:
CLOSING should be deliver after the CONSENT before you upsell.
At least whatever happens to the call if cx hang up you have a sure AUTO Sale.
Just make sure after your press the CLOSING, immediately press the HOME/HEALTH CROSS
SELL because that should be together.
Make sure that vehicle year/make/model in the form is NOT EMPTY otherwise, you need to
randomize the info or ask the customer.
We need to wait for someone
to pick up the phone before we
1
continue with INTRO

2
If customer declines and
object. Use proper rebuttal plus
3
VERIFY INTEREST AUTO

If not then press the IF NOT 5

THE BEST NUMBER
If cx doesn’t know the zip or
got invalid zip. Ask the 8
PHYSICAL ADDRESS/CITY
AND STATE

6
7
If cx doesn’t want to give the 9
DOB. Just randomize it base
on cx tone of voice.

If customer declines and

object. Use proper rebuttal
then reconfirm by pressing IS
THAT A YES?
10
No need to wait for cx 11
response immediately press
the HOME CROSS SELL
If customer declines rebut once
then reconfirm. If still says NO
then offer HEALTH 11
12
13
If customer says YES then ask14
NAME OF PROVIDER

If cx says they have from their

WORK, DO NOT OFFER. If
from MEDICARE then OFFER.15

16
17

18
DELCB: DELAYED CALL BACK
For any lead requesting to be called back at later times that is before or on 7PM EST on the same
day we called them. Agents should use DELCB in order to be full credited on that lead. However, if
the agents disposition it as SALE MADE that will be PD.
If the lead requested to be called by the following day the agent should use DELCB and center
compensation will be PD. However, if the agent disposition the call as SALE MADE that will be
INVALID.
All leads requesting to be called next week or 2 days after our call are not going to be credited to the
agents. We need to be very familiar with dispositioning the calls.
AGENTS ARE STILL REQUIRED TO DELIVER THE SETTING OF EXPECTATION FOR THE
CALLBACK.
FAILED TO DELIVER THE SETTING OF EXPECTATION WILL MERIT AN INVALID LEAD.
WE NEED TO MAKE SURE THAT THEY UNDERSTOOD THAT SOMEONE WILL GIVE THEM A
CALLBACK AS WE ARE BEING PAID FOR THIS.
DELCB is only use if its a SALE meaning customer said YES to TCPA/Final consent but
requested to be call back either today or tomorrow. So instead of tagging as SALE agent needs
to tag it as DELCB

1. If cx said "call me back later" then agent needs to use CALL ME AT A SPECIFIC TIME button
then gather info/pitch TCPA/Final consent, if cx said yes then tag it as DELCB
2. If cx said "YES but call me back later/tomorrow" after the TCPA/Final consent then agent
needs to use CALL ME AT A SPECIFIC TIME button and tag it as DELCB

It doesn't mean that cx said call me back. You will tag it as DELCB. If you were NOT able to verify
the info/no consent and did not agree to final consent even if cx said "call me back" agent should tag
it as NP or NI and not DELCB
BEST REBUTTALS FOR CX OBJECTIONS
ALREADY HAVE INSURANCE/ JUST PAID THEIR
POLICY OR JUST RENEWED/ I DON’T WANT TO
CHANGE/ YOU CAN’T BEAT MY RATE.

BUSY/ CALL BACK LATER OR TOMORROW

SEND IT BY EMAIL

USE IF YOU WANT TO RECONFIRM THE ZIP CODE

AND CALL BACK NUMBER
USE IF YOU WANT TO RECONFIRM THE FN/LN

IF CX IS NOT OK WITH CLOSING/ONLINE SIGN UP

• Just make sure that every time cx objects on auto consent and after you deliver the TELL ME MORE
rebuttal, you need to reconfirm by pressing VERIFY INTEREST AUTO
• Right after you use the SURE NO PROBLEM rebuttal for closing, immediately UPSELL HOME/HEALTH
• Always acknowledge cx concerns/objections by using proper rebuttals then always continue where
you left off. Make sure that you always end up with a questions so that cx will force to answer it
instead of hang up or objecting again.
AUTO INSURANCE : VOICE/NON-VOICE

TIPS & REMINDERS

 If the customer says, “I’m not interested” . Agents can rebut several times but must
make sure that not being pushy & will not get out of the context.
 Your job is to find customers who are willing to change their insurance policy, not those
who are just looking for free quotes.
 Always confirm the interest of the customer.
 Never assume that a customer is interested just because he is giving out  to or verify
his/her details with you.
 If a customer interrupts an agent during the opening spiel and the agent was unable to
confirm the interest, he/she must try to clearly determine if the cx is genuinely interested
in the offer and must not proceed to information gathering without a distinct acceptance of
the offer from the cx.. This has been a practice of some agents who have been calling for
us for quite some time now and their quality score has always been great.
 If a customer initially denies but then you think that he/she is already showing some kind
of interest after a rebuttal, do not just assume that he/she is already interested. Be sure
to still confirm the interest before gathering the info.
 If a customer is in a hurry, make sure that there is some confirmation that he's
interested in what we're offering before proceeding to gather the email address. 
 You can determine if a customer is in a hurry based on his/her tone, if he/she really wants
to get off the call ASAP. Another instance when a customer is in a hurry is when he/she
says that he/she is driving.
 If a customer just says "please call me back, I'm at work now" or something like that,
do not assume that he/she is in a hurry. Take note that we are only gathering 5 details
(Call Back Number, Full Name, ZIP Code & DOB).
 Always update the info fields with what was gathered from the customer. 
 If info from the dialer is BLANK or UNKNOWN, the agent must select value in the dialer
and must make sure not to leave fields.
 Make sure that no fields are blank. The lead purchasers will not accept any leads with
blank information. 
 Information gathered should always be of the speaker or recorded.
 Sales should be submitted to us within 5 to 8 minutes after the call when the customer
has ended.
 Agents can remain on the DISPO screen of the dialer for less 2 minutes only when
copying the info
 ZIP code should always be verified using Google Maps or USPS.com but Mailing
Address should always from Melissa so that in cases the address on file is invalid,
agents can ask for the correct one from the customer.
If the address in the dialer is a PO Box or RR address, the agent must ask the
customer for the physical mailing address.
 Vintage cars is NOT allowed. Only 1981 and above cars. Commercial vehicle is NOT
allowed.
 Below 17 and above 85 years old SALE is automatic PD.
 Please make sure that your Team is using the updated web link. Every Friday we switch
web link/company name.
 Do not prompt the next questions if you did not get the info like the first and last name.
We have button asking the cx to spell it slowly.
 During HOME and HEALTH upsell. If customer says YES to consent and was able to ask
2-3 questions before customer hang up. Upsell should still be valid.
DISPOSITION PAGE

 Make sure if its not a sale agent will tag it as NP/NI If agent will tag it as SALE/DELCB
even without the info so long as it says NO the form will be submitted and you will get
INVALID due to WRONG DISPO. But if it says YES then when agent submit it, it will
not go through if info is missing...box will pop-up
 Do not use DC if call got disconnected instead use NP
 Only tag DNC if customer requested to be put on the DO NOT call list.
 1 WRONG DISPO is automatic LOG-OUT for the day.
ACCEPTABLE DISPO CODE TO USE FOR EACH CALL

A - ANSWERING MACHINE

DELCB - DELAYED CALL BACK

(Sale made but requested for Call Back)

DNC - DO NOT CALL

(Requested to be put on DO NOT CALL LIST)

LB - LANGUAGE BARRIER
(Spanish Speaking customer/do not speak and understand English)

NI - NOT INTERESTED
(Customer Hang up/Not interested
- Meaning you were able to talk to someone but declined the offer or was not able to close it as a
sale and info was not verified)

NP - NO PITCH NO PRICE
(Wrong Number/Answering Machine/Busy Tone/NO Answer - Meaning you were NOT able to talk to
any live person)

SALE - SALE MADE

(NOT requesting for a call back )
ADDITIONAL INFO
DAILY ATTENDANCE: BEFORE SHIFT DAILY REPORT: END SHIFT

Number of Present : Total Invalids :

Number of Absent : | Total Sales:
User IDs of Absent : Invalid Rate : ( Invalid / sales x 100 = rate)

MANUAL REQUEST TEMPLATE

Phone No. -
User IDs -
Server -

Dispute validation happens every after shift so make sure to check your sales tracker to see if it has change from invalid
to valid if not then that means dispute was declined by QA team

Incomplete dialed hours contributes a lot why sales are low. We wanted to make sure that you are aware of the required
number of hours of agents. Again, they should have at least 7-8 hours phone time on the daily basis. Any issues that
you've encountered why agents are not on phone time, please let us know so we can inform our Technical Team. We
are being monitored with our APD's on a daily basis. Inconsistently not meeting those might be on pause or worst might
be removed from the program.

The Tech team is a bit strict with reactivating deactivated log ins. They can no longer use the old log in. So they need to
use a new log in however to request for a new log in. You will be needing to submit any id that shows agent's name and
picture and submit to reggie@netstreamcontactsolutionsph.com If they submitted an id before, tech team will figure
it out that its the same agent then we suggest to submit any id that shows different names and pictures.
TYPE OF HOMES
Single Family = Frame Home/Ranch
House/Brick House/House/Multi Family

Camper home = Mobile Home/Trail

Apartment = Condominium

Manufacturing Home = Mobile home

Townhome = Townhouse
COMMON INFRACTIONS
1. DELCB should only be use for sold leads – If cx requested to be called back then hang up, no
info gather. Not a sale should be NP.
2. The cx tone of voice is suspicious –Gauge the customer if they are genuinely interested or just
answering your questions just to finish the conversation.
3. Lead is not genuinely interested – We are looking for a possible switcher and not just customer
looking for a free quotes. If customer objects multiple times learn to let go. Look for a hint like
how customer responded to the consent.
4. Lead matches known litigator name. Treat with caution // IV-AIHOHI – We do not have control
over litigator list. Still invalid IV despite that number belong to litigator list.
5. Lead matches known litigator name. Treat with caution // V-AIHOI – We do not have control
over litigator list. Says V – valid so always file for dispute.
6. Lead is from Litigator / DNC – This should be valid so file for dispute.
7. Suspicious name – Be mindful if cx is providing the ff names: JACK MEOFF / SUCK MIDICK or
same FN/LN like JACK JACK and celebrity names/politicians/cartoon characters. These names
are automatic invalid.
8. Incorrect notation – make it a habit to double check the info before submitting the form.
9. There is no conversation happened/no gathered information/not a sale – Made a wrong
disposition.
10. NO closing – Did not follow the call flow, cx hang up prior to closing.