Five9 Dispositions

Report
Five9 Dispositions
12/12/2013
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
As a reminder…
In order to end a call and allow you
to make or receive new calls, you
must click Set Disposition.
Set Disposition
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
As a reminder…
IMPORTANT:
The dialer will NOT
allow you to move past
your current call until
you set a disposition,
even if you’ve already
ended the call.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
As a reminder…
Clicking Set Disposition will
display a drop-down list of
dispositions or call outcomes
to choose from.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
As a reminder…
IMPORTANT:
It is critical to the
proper function of the
dialer that you choose
the appropriate
disposition for your call.
This also allows us to
track lead quality.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
As a reminder…
►
Below is a current list of dispositions you will see:
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Disposition Groups
Dispositions fall into one of 3 categories:
– DNC
• The lead is added to the Do Not Call registry
• No future dial attempts will be allowed
– Final Dispositions
• Removes the lead from the dialer queue
• The phone number may be dialed manually at any time
– Redials
• Automatically redials the lead within a specified time frame for a
specified number of attempts depending on the disposition
• Leads will automatically be removed from the dialer queue after 10
total redial attempts (except for Scheduled Callback)
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
DNC Dispositions
Add to DNC List
Five9 has only one designated
DNC disposition. If a customer
requests to be placed on our
Do Not Call list, use
Add to DNC List.
The system will automatically
take care of the rest.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
DNC Dispositions
Add to DNC List
IMPORTANT:
It is imperative that
we comply with any
request to be placed
on the DNC Registry.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Final Dispositions
App Started
When you start an application
that has NOT been signed and
submitted to the carrier, use
App Started as the disposition.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Final Dispositions
App Submitted
If you have fully completed an
application and all signatures
are complete and submitted to
the carrier, use App Submitted.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Final Dispositions
Appointment Set
If you have scheduled an
appointment using Five9’s
Medicare Appointment Form
(via Manual Connector), use
Appointment Set.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Final Dispositions
Ineligible
If a customer does not currently
qualify for any available
options, use Ineligible.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Final Dispositions
Local Agent Call
Request
In order to refer an opportunity
to one of our local field offices
for whom you are unable to
schedule an appointment, use
Local Agent Call Request.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Final Dispositions
When customers indicate they
are not interested, use
Not Interested.
NOTE: “Not interested” is not
the same as “Add to DNC List”
Not Interested
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Final Dispositions
When a customer simply
requests a quote without
starting an application, use
Proposal Sent.
Proposal Sent
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Final Dispositions
For any inbound caller (or
outbound lead call that reaches
the intended party) who would
like to be called back later, use
Requested Callback.
Requested Callback
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Remember…
Callbacks may be
scheduled manually at
any time by clicking the
Set Callback icon at the
top of your window.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Final Dispositions
If referring an opportunity to
another call center agent (i.e.
screeners transferring a call),
use TFR to Agent.
TFR to Agent
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Final Dispositions
When doing any kind of followup with an existing opportunity
even if leaving a message, use
Working Opportunity.
Working
Opportunity
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Final Dispositions
When working an outbound
lead campaign with a wrong
number, use Wrong Number.
Wrong Number
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Redial Dispositions
The following are Redial Dispositions:
Redial Dispositions will trigger
Five9 to redial an opportunity
automatically at a specified
time. If answered, the dialer
will automatically route the call
to the next available agent.
This auto-redial
feature is generally
enabled for outbound
campaigns only.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Redial Dispositions
Call Dropped
Call Dropped will cause Five9 to
redial an outbound lead in ten
(10) minutes for a maximum of
two (2) times per day.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Redial Dispositions
Left Message
Left Message will cause Five9 to
redial an outbound lead in
forty-eight (48) hours.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Redial Dispositions
No Message Left will cause
Five9 to redial an outbound
lead in two (2) hours for a
maximum of one (1) time daily.
No Message Left
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Redial Dispositions
Scheduled Callback is used in
place of Requested Callback for
outbound campaigns only
when the party reached is not
the intended person and has
asked for a callback at a later
time when he or she will be
available for your call.
Scheduled Callback
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Redial Dispositions
Scheduled Callback will give
you the option to choose a preset callback time or to schedule
a callback in the system. If a
specific date and time is not
set, Five9 will redial in 2 hours.
Scheduled Callback
These scheduled
callbacks are tied to
the system, not to the
agent.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Important Reminders
►
Dispositions affect
– Lead data which translates into lead quality
– Sales Support activities to follow up on your leads
►
Always comply with DNC requirements
– Use Add to DNC List when requested
– “Not Interested”  Add to DNC List
►
Know the difference between
– Proposal Sent (quote only, no application)
– App Started (application, no signature)
– App Submitted (complete application at the carrier)
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Thank you!
Please go to www.five9.com for additional resources, instructions, and details.
©2013 HealthMarkets Insurance Agency | Proprietary and Confidential.
Questions?
►
For questions about this presentation, contact:
– Joshua De La Luz
Sales Trainer
[email protected]
817-255-6631
©2013
Insphere Insurance
Solutions, Inc. |
©2013 HealthMarkets Insurance Agency |
30
Proprietary and Confidential.

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