Script for Accident Claim Project
Hello, Can I speak with Mr. /Mrs. __________ This is_________ from Claims line. I appreciate you taking my call this (time of the day)! (Pause for a second, your tone should be professional yet courteous, use voice Inflection) I understand someone had an accident from your address; can I please talk to the concerned person? (Be firm and straight forward in your voice) (OBJECTIONS) 1) Where did you get this information from? 2) From where did your survey department get this information? (REBUTTAL) 1) I got this information from my survey department. 2) We got this information from U.K NATIONAL SURVEY that collects their information from different sources such as RTAM, hospital, Surgeries, Police etc. (You Must Answer Your Rebuttal with a Question!) Did someone had any accident from your address and is looking for compensation? (OBJECTION) No one had any accident ever! (Go Slow!) (Rebuttal) Well that’s strange; the address I’ve got here in my database is (read out out the address of the prospect). Now that could be any one of your family members involved in a Road Traffic Accident or a Work Related Incident within the past 2 to 3 years ; if you could recall please? (Use voice inflections, Your tone should define the Question) (If YES) I am so sorry to hear that… what actually happened? (Determine whose fault fault is it and reiterate that to confirm. From this you should be able to get the scenario and the party at fault !) What sort of injuries did you sustain? And how long did you suffer? (After getting to know about the injuries, ask in a presumed manner!) …and I believe you haven’t claimed for your injuries yet? (IF NO) I’m sorry for the inconvenience inconvenience Sir/Mam, must’ve been been a mistake in my records. Thank you for your time. Your have a great day. Goodbye. IN CASE OF RTA
Was it your fault or would you say it was the TP’s fault? (If TP) Did the TP accept the liability on the spot? (If on-Fault) Were you alone at the time of the accident? (IF NO) How many passengers were there in the car at the time of the accident? (Show that you’re concerned here, use voice inflection!) (Pitch) (Educate the client) Now let me explain you what actually happens at acc ident helpline, how we help you get you your 100% compensation for your injuries. (Tell the client about the standard procedure and what will happen next) (Client name, Sir/Mam) Initially I’ll get some basic details from you regarding the accident and generate a reference number for you that you’ll keep with you for any correspondence you may wish to do do with us. I will then forward your case to my verification department for verification. One of our verification officers will then give you a call, at a convenient time given by you, to verify all the details that I’ll t ake from you regarding the accident so that there’s no mistake on my part. Once the case gets verified, he’ll then forward you the documents at your door step on your address. Those documents will contain all the information regarding the accident that I’ll take from youright youright now, for you to read them, sign them and send t hem back to us.
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Your part of the job will be done and WE’LL take it on from there! (Use voice Inflection, this can be done with a big smile on your face!) (Clients name Mr/Mrs) We work on a NO WIN-NO FEE basis and provide 100% co mpensation to our clients; nothing will be taken out of your pocket. Whatever compensation you and any passengers qualify for,it’ll be yours 100%. (Wait for a couple of second to provide for any questions, then continue without giving a big pause) I’m sure you did exchange details with the TP at the time of the accident. (IF YES) TP Details: OK, Can I have the TP’s car Registration Number please? And what type of car was it? Did you get the name of the Insurance Company it was registered with? Get the name! By any chance, do you have the name of the driver and his contact number? (Use variation in your tone and make it sound like you’re writing everything in your computer) Client Details: What kind of car were you driving? Can I have the Registration number on it? And what Insurance Company were you registered with? I’m sure you have like a Policy number with your Insurance Company, can I have that please? (After getting the details regarding the accident, move on. This should reflect in your tone, use voice inflections) Right, did you visit the GP, a Doctor, after the accident? Can I have the name of the Surgery please? And who was the Doctor you saw at the surgery? His contact number please?
(IF NO) Did TP Stopped at the scene? OK Did you reported to Police Station and took the vehicle Registration Number? Did Police Manage to catch the driver and prosecuted Him? (If yes, it’s a Valid Case otherwise drop it)
Now, did the Police arrive at the scene? (IF YES) Ok, then there must be a police reference number with you, if I can have that please? (Get the Police Ref number) Ok, (clients’ name) in order get the passengers their 100% compensation; I’m going to need their Full names and DOB’s. (You need to get the name, DOB and the type of injury passengers sustained in the car. Also ask for their contacts and address if they’re living at a different address. Take passengers GP Details too, if any different) (Every passenger will be treated as an individual case).
Confirm all the details in the Form by reiterating them to the client. You should make sure that you have the correct address, location, DOB’s and DOA before you close the call. Also ensure that you take a MOBILE number (as an Alternative number) and ask for an email address (if they have one) so that we could keep them updated through email.
(Closing) (Clients name) That’s all the information that I would require to forward your case to my verification officer. (Get a call back time for Vetting) Are you going to be available in t he next two hours, should he give you a call? Just please make sure that you’re there when my verification officer calls you since he’s very busy handling cases. Let me assure you (Clients Name) there’s no hassle in this process. You will be kept updated regarding your case status. Are there any question, comments, concerns?
Thank you very much for your time, all we require is your cooperation. Have a great day. Goodbye.
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IN CASE OF WRI (Pitch) (Educate the client) Now let me explain you what actually happens at accident helpline, how we help you get you your 100% compensation for your injuries. (Tell the client about the standard procedure and what will happen next) (Client name, Sir/Mam) Initially I’ll get some basic details from you regarding the accident and generate a reference number for you, that you’ll keep with you for any correspondence you may wish to do with us. I will then forward your case to my verification department for verification. One of our verification officers will then give you a call, at a convenient time given by you, to verify all the details that I’ll take from you regarding the accident so that there’s no mistake on my part. Once the case gets verified, he’ll then forward you the documents at your door step on your address. Those documents will contain all the information regarding the accident that I’ll take from you right now, for you to read them, sign them and send t hem back to us. Your part of the job will be done and WE’LL take it on from there! (Use voic e Inflection, this can be done with a big smile on your face!)
(Clients name Mr/Mrs) We work on a NO WIN-NO FEE basis and provide 100% co mpensation to our clients; nothing will be taken out of your pocket. Whatever compensation you and any passengers qualify for, it’ll be yours 100%. (Start off with the details regarding the incident without giving a big pause) How did you hurt yourself? What kind of injuries yo u had? …and how long did you suffer? (Make it interactive) Was the accident reported in the company’s accident book? What is your job description? Were you provided with training and safety equipments? Were there any apologies from your Manager or anyone? (Your tone will matter here) Did you go to see a GP after the accident? (IF YES) Can I have your GP Name Please? And his contact? Can I have the name of the Surgery? Was there a Manager or a supervisor on duty you reported the accident to? Can I have his/her name please? And the contact? (Type everything in the notes while taking details, use phonetics and reiterate everything to confirm) The Name of the company please? And the address?
Confirm all the details in the Form by reiterating them to the client. You should make sure that you have the correct address, location, DOB’s and DOA before you close the call. Also ensure that you take aMOBILE number (as an Alternative number) and ask for an email address (if they have one) so that we could keep them updated through email.
(Closing) (Clients name) That’s all the information that I would require to forward your case to my verification off icer. (Get a call back time for Vetting) Are you going to be available in t he next two hours, should he give you a call? Just please make sure that you’re there when my verification officer calls you since he’s very busy handling cases. Let me assure you (Clients Name) there’s no hassle in this process. You will be kept updated regarding your case status. Are there any question, comments, and concerns? Thank you very much for your time, all we require is your cooperation. Have a great day. Goodbye.
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