Steps for a Great Insurance Call/Email

We have created an outline for a great call/email in an insurance agency.

In insurance agencies you can either do transactions or create a customer experience. In 2020 the agencies focused on transactions will struggle in the long run. Increasingly, transactional activities are being outsourced and automated so that agents can focus more on high touchpoint relationship activities (such as renewal review calls). 

The idea is we can make every call into an experience if we follow the right approach. 

Call Basics

  1. Tone of Voice: You want to make sure your tone is friendly and professional. This means avoiding a too casual approach. It also means making sure that you are warm and friendly. 
  2. Listen and Ask Questions: Too often agents jump into the task and forget to ask questions and listen for cues or signs that they may need to dive deeper. You may want to dive into the task, but remember that many customers don't know exactly what to ask for or about. 
  3. Pace: Always mirror the pace of the client. If they speak slower you should mirror that pace. 

Anatomy of a Great Service Call

  • Start with an introduction. This should include a greeting, your name and an invitation to discuss what they need. For example — "Thank you for calling the Donahue Agency, this is Kelly, how can we assist you today?"
  • Listen and take notes when the client is reviewing their need. 
  • Confirm the spelling, etc. of their name to make sure you are looking up the correct account. 
  • After the client has stated their request, repeat it (quickly so that they can confirm accuracy).
  • If they are experiencing a positive life change — make sure to compliment them. For example, if they are buying a new car, make sure to congratulate them. 
  • Don't assume, ask — in the car change, don't assume they are changing a vehicle — ask. 
  • Where possible, keep them on the phone to complete the transaction on the phone so all questions are finalized and the client knows that everything is all set. 
  • If you cannot keep them on the phone, be clear on a time, date and how you will follow up with them (i.e. email, call, text).
  • Thank the person for their business and make sure to provide them your name again and contact information. 

You want to think of the call or email as:

  1. Greeting 
  2. Request
  3. Transaction while building rapport
  4. Confirmation of next steps/transaction
  5. Gratitude