Uses Proper Client Greeting
Data Verification New profile /New Intake/re-enrollment or from referral(all kinds). Also applies to any new caller. Completes Data Verification For Existing PT.
Proper use of hold / mute
Confirm Scheduled Appt or Transfer
Provides summary of call actions
Pleasant closes w/ offer of further assistance
HIPAA Compliance (Mandatory Pass/Fail)
Active Listening to Identify Customer Need
Takes all appropriate actions and uses all tools to meet customer need
Maintains Ownership - Takes steps to avoid escalation
Builds rapport by demonstrating interest/concern
Uses conversion skills to encourage program participation
Require contact to provide verifying information (Name and DOB) /Maintain confidentiality with third parties /No materials sent to 3rd parties /Effectively explain confidentiality policy to caller
Close with a pleasant remark more than simply "Thank you" / Offer further assistance, e.g., answer add questions/confirm all are answered /Reminder that they can call at any time with questions
Summarize actions taken on the call - Intake and coaching / Provide a review of items you will complete on the participant's behalf / Confirm the ETA they can expect those items to be complete / Confirm any items you need them to complete
Confirm day, date and block of time appointment or… / Verify caller understanding if no appointment is scheduled / Schedule appointments at least 2 days out / Set expectation for appointment (calling in, being called, if missed)
Agent is out of scope or off topic (story-telling) or PT is off-topic and agent does not redirect / Guide participant through questioning / Interject into pauses to retake control/redirect call / Ask for ways to assist / Use summary statements to change topics and/or bring call toward close
Permission for hold/transfer / Wait for caller approval / Appropriate hold time (hold times are 2 minutes. 3 minutes are permitted for warm transfer). Additional holds are allowed. Check in with the caller between required hold times. Thank for holding upon return Proper process if caller puts CCR on hold
"Use appropriate type of transfer (cold / warm or conference) Chat sessions: notify participant when joining or leaving a chat session."
Introduce purpose of call/program / Identify reason for call (probe as needed)
Coaching Call: All scaling questions asked
Ask PT to Verify Full Name and DOB during all inbound calls, all transferred via Live Agent calls or all outbound calls (which include agent manually dialing calls for any reason or Auto Dialer/POM calls). PT must provide data and agent confirms by repeating back what was stated. When ordering NRT, agents must verify mailing address.
Reads and spells back ALL data (name, DOB, address, email, ins, employee number, phone numbers, etc.) Agent must verify spelling even if caller spells it out beforehand.
Pleasant greeting / Identify self / Identify client / Offer assistance / Answer within 10 seconds (inbound) allow 10 rings or 1 minute for outbound / "Notification of recording (outbound calls / POM). Chat sessions: identify yourself when entering session."
Encourage immediate participation in coaching after intake rather than scheduling for a later date /Promote completion of the program through all coaching sessions /Avoid opt out on the part of the customer, even if they feel they have accomplished the goal
Demonstrate interest in the caller / Acknowledge concerns and questions
Congratulated caller/PT on progress or other successes / Express empathy for caller's situation / Offer support and assurance for resolution of concerns
Maintain ownership of the call and make all allowable attempts at resolution.
Bring in appropriate resources for situations beyond your span of control.Never refuse to escalate if the customer is adamant /Apologize if necessary If call drops callback or notify member of supervisor team to arrange callback / document actions
Proactively identify options and services that are not necessarily requested
Offer additional education or resources that are available / Effectively utilizes scripted information and techniques appropriate to the caller's situation
Effectively explains use of NRT products and dosing. Includes combo therapy options. ….CCR’s should not be commenting on NRT products or scoping recommendations
Outline service steps / Explain steps associated with the call / Explain process of the overall program / Set expectations of what to expect beyond the call - Provides NRT eligibility info during coaching session Proactively identify options and services that are not necessarily requested
Acknowledge comments Use open ended questions and reflections as appropriate Display no indication of distractions, e.g., papers rustling, typing, background noise etc.
