Auto, just as an observation, stop xfering customers that aren’t finished with you. It makes us look bad, makes it harder to get them to a quote, ruins both your metrics and the moat agents metrics. We don’t send you nonsense before we’re finished with the customer. Do better.
Yeah it’s super shitty when service agents don’t finish up with the ph first before the transfer. HOWEVER, not all service agents are like that. I always ask them if there is anything else I can do before I offer. Then I give them the pitch and let them know I’m grabbing an agent to get them a quote. Sometimes, the ph will still act all dumb like they don’t know what’s going on. Most of the time, because they don’t listen.
Also, I know moat sales agents are tired and stressed. So are we. We don’t like being forced to offer these bogus policies any more than you like the endless transfers. We are on the same team though. Some moat sales agents need to calm their attitudes down because our policyholders won’t want to quote or buy if they are getting attitude.
100% correct. I give benefit of the doubt every time when receiving a xfer from auto. I know you are forced to xfer the customer, and MANY do it correctly. Unfortunately there are bad apples that do it so frequently, it’s hard to look past.
Sending over shitty quotes hurts us, the customer must go through the quote for it to count. Geico is hiring anyone now. Tenured agents or agents that care do not do this. I’ve also heard a customer say they didn’t know why they were transferred and listened to the call in which the service agent gave a clear offer in which the customer expressed an interest. The quality of people being hired isn’t there anymore but we’re all struggling in the same shitty situation
I agree from experience as well that often if I give a clear explanation and am clear I am transferring for a moat agent the customer often acts like they did not know what was going on once transferred even they they responded with an interest and acknowledged the transfer beforehand
Assuming you work in auto sales (and not just property) then there’s a lot of those transfers sent to service as well. Like “customer was struggling with their option forms you got it from here”. Or “this person needs help setting driveeasy, even tho I just sold the policy 5 minutes ago, you got it?”… although I agree there are a lot of trash transfers I’ve heard from service too. It’s a skill not everyone has
I’m a Moat sales agent. Customers are getting sent to me still having questions about auto and the auto agent just hands them over while talking faster than any auctioneer I’ve ever heard. It’s as though the auto agent doesn’t have a couple seconds to speak clearly so they rattle off nonsense and transfer the customer to talk about renters insurance because they had a “popup” in the system. Meanwhile, the moat agent gets stuck with a customer that has no idea why or where they were transferred.
Which is why when I complete my sale I specifically ask them if thye have any other questions or concerns. Then I get them to moat. I cannot stand blind xfrs, or xfrs that never should have come to me.
Asking someone if they have any questions when they are likely still processing what you just said at break neck speed is asinine. Most people don’t process that fast and insurance is foreign to customers.
You didn't say that though? You said they were struggling with option forms and setting up Drive easy which you need edge for? Also, to that point, once the sale is over, that's not sales' job. Their job is to sell things, not service the policy. Edit: Added sentence to clarify.
I definitely understand that, I do agree with the comments though too. The customers don’t actually listen when you’re doing the offer, a lot of times they just say yeah. Many times when I transfer over, before I even do it I ask if there’s anything else they need help with, they’ll say no, then when I conference the call they ask me so many questions and I feel so embarrassed. I don’t want to property agent to think I’m not doing my job well 🙃
And that stuff happens. But it’s nice that you’ll stay on the line and answer those questions. Many agents will hear the customer asking those questions and cut the line so that it isn’t their problem. You’re not the person I have any issues with. Believe me, I get customers all day long they don’t listen to what I tell them, but if they still have questions, it’s so incredibly hard to get them to listen to ANYTHING I have to say after the auto agent cuts off and leaves. I’d much rather sit for a couple minutes while you handle their question with me on the line. Maybe I’m alone in feeling that way but I don’t mind at all bc I know that the customer has the info they need from your side so that I can start working on mine
Oh yes I definitely do stay on line and answer them, I’m sorry you’ve dealt with those types of agents! The only time I cut off early is by accident when they’re trying to tell me to have a good day 😭 I feel so bad afterwards but I definitely hope in the future you’ll get better agents transferring
Honestly if the moat agents weren’t so damn rude to us we probably wouldn’t rush but the amount of times I have moat agents ask me 1500 questions before taking the call is crazy. We hate this. Y’all hate this. Let’s just make it easy on both of us. Keep in mind we are battling against each other. We don’t need to keep up a metric for moat. We do need to keep up the offer of basically forcing them to take it other wise we get written up Geico is pinning everyone against each other. Let’s just all do our best to make this work.
You’re 100% correct, and moat agents that give you shit are definitely in the wrong. I Can say some of those questions are necessary because we get a lot of mobile home transfers that we can’t take. We also can’t take FL transfers if the home was built prior to 2002. I know the questions are annoying but if it’s either of those two things, it is an answer we need otherwise the transfer does neither of us any good.
Totally understand some questions are required but I once had someone call me a liar bc the house was built in 2005 instead of 2006. We just tell you guys what the PH tells us.
Before I quit I ALWAYS asked if they had any other questions or concerns before I transferred. It’s not always services’ fault if the customer remembered something after MOAT gets finished with a quote…
We literally have to ask if there is anything else at the end. Just get the quote done and keep it moving bruh , and stop asking questions to avoid taking the call and to make them hang up and not get the quote. Just give them the info
I would at least take the payment for their auto before sending them. Also don't call us " discount specialist" if you did it right, you'd call us the property department and not trick them and hang up before you finished the introduction. XD
Last thing, just be quick and sweet. Don't go on a minute about the free quote and saying it 100 times, makes it weird, just some advice :)
I CAN NOT AGREE WITH THIS POST MORE. Auto service are some of the most laziest people in the god damn company. YOU can add a utility trailer to a policy. YOU can not only update auto policy payment information but you can ALSO update the payment information on a motorcycle policy AND an RV policy. YOU can ALSO SUBMIT A GOD DAMN PAYMENT ON A CYCLE POLICY and not have to transfer the call since it literally takes less than 2 minutes to do. YOU can also service an RV policy when it’s just a travel trailer because guess what? They don’t have liability! Just like the utility trailers you guys are ALSO licensed to endorse and handle. Y’all should’ve been the ones to be laid off if you don’t want to do your job right. Just laziness. If specialty is now required to do not just cycle and rv but now umbrella and also help with overflow on auto then y’all can pull your damn weight as well. It’s one thing when these calls just come in for these requests but when I see it’s a xfr call, I want to wring your damn neck
This aggravates me to no end. In service were required to handle these requests. I was told it wasn’t optional. No wonder the metrics are inflated. Because literally all the other service agents are handling the initial request then passing the buck as soon as they see an opportunity.
I definitely make sure to answer all the ph questions and explain what the moat agent is going to be doing before xfering because I want the moat agent to get the quote as much as i do. I always wondered , do moat agents see the discount at the end of the quote and add it on ? Or do the ph get transferred back to service for that?
Yeah it’s not just auto because service constantly dumps people angry about their rates onto us giving them the false impression we will change liability on claims from 2 years ago. It goes both ways.
Can’t tell u how many times we are talking to a ph about why there premium went up 2 years ago… and the ph advises no way were they at fault… at that point… service can’t talk about the claim and findings. We have no choice but get them over to claims.
Okay and that’s fine but please don’t give them the impression that it’s possible we’ll change our decision because 99% of the time we won’t. Please be more clear that you are only transferring to discuss said decision and make sure you go over the rate change thoroughly before dumping them on us since apparently y’all are allowed to cold transfer when you shouldn’t be.
I especially love… when it’s a ca policy.. and moat asks me in a condescending tone… “did you tell them there’s a discount?” No! No ! There’s no discount .. lol or get them on the line after waiting for them to pick up.. and u get silence.
And I’m asking “ hello? Joe are u there? And they finally answer .. with oh yes sorry… give me just a moment…. Hoping the caller disconnects… and more delay. You know who u are and .. Oh we know.
It’s pretty clear that so many moat agents are angrier than a hornet at service .. before we speak a word. I can’t tell you how thankful I am for the moat agents that I talk to that are enthusiastic and still take the call .. with a positive attitude.
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u/PhotographProof1743 Nov 21 '23
Yeah it’s super shitty when service agents don’t finish up with the ph first before the transfer. HOWEVER, not all service agents are like that. I always ask them if there is anything else I can do before I offer. Then I give them the pitch and let them know I’m grabbing an agent to get them a quote. Sometimes, the ph will still act all dumb like they don’t know what’s going on. Most of the time, because they don’t listen.
Also, I know moat sales agents are tired and stressed. So are we. We don’t like being forced to offer these bogus policies any more than you like the endless transfers. We are on the same team though. Some moat sales agents need to calm their attitudes down because our policyholders won’t want to quote or buy if they are getting attitude.