Service Model Training

Learning Objectives:

At the end of this module you will be able to:

     Use the FCR Guidelines to effectively Support IIC's Service Model

     Identify the tasks that FCR and CS Research Teams are handling

     Communicate to our clients how active cases will be handled

     Recognize the importance of proper case management

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

FCR and CS Research Overview

FCR Team

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

CS Research Team

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

Service Model in a Nutshell

Click on the flashing markers to view the content.

Role of FCR Team

First Call Resolution Team

  • Promote First Call Resolution on every issue
  • Understand 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 

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 ( e.g. 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, and 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

Knowledge Check: Text Matching Activity

Drag and drop the statement from the right column to the appropriate team on the left. 
  • 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 CSPs are responsible for researching and understanding product information and systems

Knowledge Check: Who Am I?

Using your cursor create a hotspot inside the circle to indicate who is being identified on each scenario. 

Knowledge Check: Race to Service Model Success

Drag and Drop each step to the right order in relation the concept of Service Model in Nutshell.
  • CSP gathers all info from the caller to resolve the issue
  • CSP completes @YS form
  • CSP reviews the FCR Guideline
  • CSP creates task & assign to Research
  • Research completes the request & update case

FCR to Research Workflow Guide

Review the FCR Guidelines

Case Management: Creating Posts/ Case Notes

Consider the following in creating your case notes:

1.  Take note of any action required from CS Research.

2.  Include client's contact information.

3.  If you emailed a password-protected document, do not forget to include in on your post/notes.

4.  Indicate just one method of contact- either by mail, fax, email, or phone call.

5.  Always summarize what your have discussed or provided over the phone.

Note: 

Do not forget to click the 'Share' button

See example below.

Knowledge Check: Creating Case Notes

  • Include Any 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
  • Summarize the details of the discussion you had with the client
  • Add the password on the case notes when a secured document was sent via email
Select all the items that you need to consider in creating case notes

Case Management: Creating Task

Case Management: Setting Accurate Review Date

Knowledge Check: Review Dates

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

WHAT CS Research needs from FCR and WHY?

How can you help CS Research?

Best Practices

Suggested Scripting and Call Handling Practice

Read the following scenarios and choose your answer by clicking on the appropriate response.