Queries

Queries answered by the Contact Centre require a sound knowledge of Sagicor General’s products and policies. Queries can range from a basic, “Whatare you’re working hours?”to infrequentquestions such as “Whatare the limits undermyHomeowner’s policy?”

The Call Centre’s Policy Info (Queries) phone lines expose the representative to various Underwriting, Accounting, Claims and General queries. To efficientlyanswerall queries itis importantto gatherthe insured’s information as noted below: • Name • PolicyNumber/Type ofPolicy • Address

QueriesGuidelines

In some instances a direct response is delayed for a Senior Underwriter / Supervisor’s input. Make every effort to contact them as the query may contain some level of complexity. Additionally, some informed decisions cannot be made at the time, due to reasons as accepted within our standards.

AcceptedReasons

SYSTEM failure Information inconsistencies Clientnotfound Discrepancies on system

Query sources

The AVAYA phone system is the main source of queries Automated Call Distribution (ACD) with our main lines being: • Line 2:Quotations • Line 3:Claims Info • Line 4–Accounts Info • Line 5 –PolicyInfo/General Queries within the department. The phone system is operated on an

Each line is monitored on a dailybasis for:

Total Number ofCalls Answered The Number ofCalls Abandoned Answer Speed Hold Time Flowouts

Queries are also sourced through the email system, “Microsoft Outlook” and the Call Centre has its designated email address for all queries: SGI_BB_CallCentre@Sagicorgeneral.com 25

Query sources

The queries are forwarded on a dailybasis byeach Customer Experience Representative –Contact Centre.

To effectively answer and monitor emailed queries a schedule was created for the department and approved bythe Vice President for use.This forms as a department objective towards Service Levels.

Queries Timetable 1