Any shopper that appears on a ‘Transfer Notification Email’ or ‘Daily Reporting Email’ under ‘Transferred Yesterday’ and ‘Available to Call’ are the shoppers that the call center has stopped working. These are the leads you should start reaching out to on your end. As a rule of thumb, you can start calling the leads after the 3rd day from receiving the lead, but the call center will continue to work the leads through day 7 so you can also wait if it works better for your agency. Please do not call the leads before day 4 because we are doing heavy outreach these days and don’t want the calls to overwhelm the shopper. Please note, you will continue to receive immediate lead notification emails on all leads when they come in. This is to allow you and your team to follow-up with leads on day 1-7 via text and email if you decide to while our call center is calling.

This really depends on the lead types you are taking, quantity of leads and location, but most agents are seeing transfers happen after the first week. The call center needs time to ramp up just like when you start calling a new book. If you take 10 leads the first day, the call center only has 10 people to call that day. Don’t be worried if you don’t have a transfer the immediate day after starting, this is normal!

From the Transfer Notification Email, you will find the shoppers phone number and should attempt to call them back as soon as possible. This shopper has already agreed they want to speak to an agent so you’ll want to reach out quickly. From the call center’s side, they will provide the customer with your phone number and recommend they reach out to you again shortly. Any shopper that is transferred to you will not go back to the call center if missed.

• Know the inbound number so that you and your team can recognize the caller ID, all transfers will come from the same phone number listed in your Pro account under delivery settings.
  • Never be rude to the call center agent - the shopper will pick up on it and feel wary
  • Never say that now is a bad time or ask the call center agent to call back later - remember, the customer can hear you and you want them to feel important, respected, and like you want to be talking to them!Always answer with a warm, friendly tone! The consumer can hear you right away.
• Once the call center gets the yes/okay from the consumer, we dial your agency and [when someone at your agency answers] we mention that we have [shopper name] on the line, the call center will spell out the consumer’s name for the agent, confirm that the shopper is there, and then will say something to the effect of you both have a good day or I’ll let you two take it from here - and the EQ call center will drop off from the call at that point.
• Have & practice a transfer handoff script like this one:
  • “Hey there! Who are we helping to protect today?”
  • [call center agent does handoff]
  • “So good to meet you, [consumer first name]. I’m John with the Smith Insurance Agency over in Boston. Let’s make sure you’re protected and we’re getting you the best rate that we can….[start confirming info from lead form with consumer] “so, I see here you have a 2018 Honda Civic, is that right?”...

The call center is not branding your agency or company/carrier prior to hand off- the things we are confirming prior to hand off is as follows:

• • the shopper is that person
  • that they are looking for [auto/home/life] insurance
  • If they would like to speak to an agent at that exact time

• If you’re wondering why this is so short...keep in mind that our call center representatives are not licensed agents - the idea here is that we want a consumer on the phone with a licensed agent in the event that they have follow up questions for their specific needs. Our call center reps skill set lies in speed to dial and getting consumers on the phone [not answering questions for a specific carrier's ideal risk profile].

Our call center will be automating the returns process for you, below are reasons that a lead could be marked for refund:

• Shopper asked to be added to the Do Not Contact (DNC) list 

• The phone number was disconnected

• No one at the listed number goes by the name on the lead

LCS returns are processed in bulk each Monday for the week prior. If you see a lead marked for refund in the email, but it is not marked for refund in your account yet, this is because it will be processed in bulk on Monday.

LCS program limits pauses to 3 per month (up to 24 hours per pause) this does not include pausing for holidays, which is allowed (and will not count against your monthly pause cap)!

We will not dial out your leads while the campaign is paused - but keep in mind pausing your account will impact transfer rates. Totally understandable for holidays but outside of that try to avoid pausing for this reason!

• LCS Overview Video
• Getting Started with LCS Video

• Tripled monthly production since LCS from the Marc Fragos Case Study
• 33% increase in premiums since LCS from the Jim Judson Case Study
• Additional 5x Auto and 3x Home since LCS from the Ben Kiablick Case Study
• $40,000 a month in premium since LCS from the Dustin Wadlow Case Study

• Median time to first dial is 14 seconds
• 90% of all leads are dialed within 35 seconds
• Most leads have 2 dials within 5 minutes
• 37% of all non-returned leads are contacted (meaning we spoke to someone on the phone)
• 12% of all leads are automatically returned for bad contact info
• 10% of non-returned leads are transferred
• Half of all successfully transferred calls last 8 minutes or longer

• Incoming transfers will always come from the same phone number
• This number is unique for every customer & can be found on the campaign “Delivery Settings” page, same as any call campaign
• The shopper will ALREADY be on the line with the call center agent when you answer the phone
• Transfer rate:
  • Typically, on average, agents on the LCS program are seeing about 1 in 10 leads result in a transfer. We can leverage this benchmark to calculate the lead volume for your agency but keep in mind with EQ call center calling new leads at optimal times, this now gives agents and producers more bandwidth to spend time following up with consumers already in your pipeline coming up on renewal who might not be receiving an influx of calls (like the new leads are), which would lead to more business for the agency overall.
    • Some days will be better, some will be worse
    • Over 2 months, or at least 200 leads, transfer rate will likely average around 8-10%Low lead volumes ( less than 10 leads per day) are susceptible to the statistical variance seen in small sample sizes
  • Example: If the agent is buying 10 leads a week…
    • Hope for 1 transfer per week
    • Expect that there will be weeks with 0 transfers
    • Expect that there will be weeks with 2 transfers