Service Model Training

This course will provide Service Model Refresher Training

This module will cover topics for you to effectively support the Individual Insurance CC Service Model

CS Research and FCR Overview

CS Research

It is a group of dedicated individuals who work closely with our administrative partners and focus on resolving cases in a timely manner

FCR

It is a group of individuals who use all resources to provide First Call Resolution. This group of CSP’s are responsible for researching and understanding product information and systems 

Service Model in a Nutshell

Role of CS Research Team

CS Research Team Responsibilities

  • Confirm case details and notes and ensuring appropriate actions have taken place prior to receiving the case (i.e. files ordered, OPS Support request created, etc.)
  • Email the CSP and their Specialist back requesting more details if sufficient notes were not provided by the CSP
  • Set an appropriate follow up date based on SLA
  • Follow-up with admin teams for resolutions
  • Contact customer on or before the promised call back date to provide updates, even if no new information to provide
  • Complete case and communicate resolution to the customer, ensure everything was processed correctly as per their original request
  • Promote positive communication and case management amongst the FCR team and Research Specialist team
  • Build trust with FCR team that cases are handeld appropriately and with care and concern for the customers

Role of FCR Team

First Call Resolution Team

  • Promote First Call Resolution on every issue
  • Understanding product information and systems
  • Send @YS requests to the appropriate team
  • Update the system in relation to the client's requests e.g. changing the address on file and bank account for PAD
  • Email/Fax information that are readily available on the system. Examples are Policy Summaries and Duplicate statements
  • Walk advisors in downloading/completing forms on manulife.ca, run illustration using repsource, and encourage them to take advantage of the other self-service options
  • Order app files for research or claims purposes
  • Provide detailed notes for CS Research to effectively handle further requests
  • Set client's expectations regarding proper turn around time based on admin team's SLA
  • Create a task on every request that has to be sent to CS Research
  • Determine when it is necessary to assign case to CS Research 

Knowledge Check: Text Matching Activity

  • CS Research
    It is a group of dedicated individuals who work closely with our administrative partners and focus on resolving cases in a timely manner
  • FCR
    It is a group of individuals who use all resources to provide First Call Resolution. This group of CSP’s are responsible for researching and understanding product information and systems

Knowledge Check: Service Model in a Nutshell

  • CSPs to gather all information from the caller to resolve the issue. Consider the suggested Best Practices.
  • Request to admin teams (e.g. completing @YS forms) are still being done by CSPs
  • With the purpose of decreasing invalid requests sent to CS Research, CSPs must review the FCR GUIDELINES to determine if a case needs to be assigned to CS Research Team
  • CSPs to set clients' expectations regarding accurate turn around time to avoid unnecessary call back from them
  • CSPs to Create a task and assign the case to IIC Research
  • CS Research to complete the request and update the case
Drag the below scenarios to arrange them based on IIC's Service Model

FCR Guidelines

WHAT CS Research needs from FCR and WHY?

Knowledge Check: Creating Case Notes

  • Include details regarding action required from CS Research
  • Take note of the client's phone number other contact details
  • Offer client to receive both phone call and written documentation of the request
  • Summary of what you have discussed over the conversation
Select all the items that you need to consider in creating case notes

Knowledge Check: Review Dates

Match the suggested review date for each work item below that CS Research handles
  • Urgent Requests like WROF and Write-Off
    Reviewed within 24-48 Hours
  • Requests with files to be ordered
    Reviewed within 5 Business days
  • Requests related to @YS tasks
    Reviewed within 7-10 Business days
  • All other requests
    Reviewed within 10 Business days

How can you help CS Research?

CSPs' Best Practices

Suggested Scripting and Call Handling Practice