Controlling the Call – Internal Meeting March 4, 2024

Our calls can last 20 minutes or longer, even when the answer is delivered within two minutes. The only way we are going to reach all those waiting for our help is by taking control of the call and ending the call when necessary. Meeting notes under the video: Meeting Notes: Chris Take control over the phone call if someone is going on and on about a topic that’s not permitted to be discussed per HR guidelines or unrelated to the purpose of the call. If you miss a day at work, make sure to check prior day’s Office Chat for announcements. Miss a meeting? Please look at notes & video of the missed meeting. Frequently test at-home equipment for updates, connectivity, etc. Voicemails: From Hannah on 09/19/2022 They are moving on to someone else if we don’t call them back ASAP. “Recently I needed a new lawn care company, so I called someone that was recommended. My last company was a disaster, and my yard was nearly 2 ft tall, so I was desperate and needed help ASAP. When I didn’t hear back, I called someone else. Our leads are doing the same thing. When we ask you to test you WFH setup, it’s important that you do so. Lost a lot of time to updates, tech issues, etc last week when we had to evacuate the office last week. We had asked all to test their equipment one week prior. Had everyone done that, there would have been a lot less issues. Kelly Admin: Radius Notes While it is human nature to want to add our thoughts/philosophy on our client’s behavior during calls, please keep in mind Our CRM is used to keep factual records. Agents are on a tight schedule and need to be able to quickly scan Radius for important information about their clients and appointments. Any negative thoughts or feelings about clients are your thoughts and feelings, and if you type them into their Radius file, they can potentially harm any future appointments. On that note, we should be spreading positivity and working on building everyone up. We share happy moments about clients and do not focus on any negativity. Please keep Radius notes limited to facts and topics beneficial to appointments. Notating if the client mentions having a pet, or anything else that could help build rapport when the agent speaks with them is also helpful. We are letting people steal our time and energy. From Hannah on 10/31/2022. Empathize – Don’t apologize. If we owe an apology because we messed something up- great. Let’s own our mistakes and figure out how to make it right. If they are not happy with the fact that they can’t HQ, that we can’t get them to an agent right that second, we don’t do PDP appts for non-clients, etc… Explain why Empathize with their situation Move on to what we CAN do Sales Meeting Reminder: On ACE Applications during MAEOP, we MUST put the end date (ie 3/31/24) for their MAPD plan. This keeps us from having to provide proof of its termination in Underwriting stage. MAOEP changes to another MA plan must always begin on the first of the next month. We cannot choose two months away, ever. Don’t sign an application for a client. They cannot forward us their carrier email for us to do it for them. It must come from their computer and their IP address. We can have them share their screen with us easily by having them go to screenleap.com and give us the number for that session. It is free and no program installation is needed.

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