Monday, September 8, 2014
August 23, Day 68
Another slow Saturday! While I wait for calls I try to work on my 90 day smart goals & my template.
August 22, Day 67
TGIF! Today was a good day at work. I was kept pretty busy on the phones which I like because the time goes by a lot faster.
August 20, Day 65
The phones were slower today but still pretty steady. I had a few cross insureds today which took a little bit of time to do.
August 19, Day 64
Another day of answering phones. I took a lot of phone calls and also received some customer surveys back. I like getting these surveys because it is nice getting feed back from the customer.
August 18, Day 63
Very busy Monday today! The phones are always a lot busier when we come back from the weekend because no one thinks we are open on the weekends. I had a lot of insured agents call in the claims today. I like when the agents call because they are very efficient & usually know all of the information.
August 16, Day 62
Today was a slow day on the phones. While I waited for a phone call I made a 'welcome' sign for the new employees. My supervisor asked me to make this because we have 4 new employees starting in our unit on Monday!
August 15, Day 61
Today I spent the day answering phones & in between calls I worked on my 90 evaluation forms. We have to fill out surveys about how we think we are doing & then we will meet with our advisor to see how she thinks we are doing. We fill these out first and then our supervisor will put in her input.
Saturday, September 6, 2014
August 13, Day 59
Today I was put on paper! This was the first time I entered losses from paper since we started training on the phones. It took me a little bit to get used to it again but I started to get the hang of it. It had been awhile since I've done any paper entries but it was nice for a change!
August 12, Day 58
I was really busy today & took a lot of claims. Most were from insured's agents. These calls are a lot easier because they are simple and the agents usually have all of the information.
August 11, Day 57
For a Monday, today wasn't as busy as normal. Again, I spent the day taking phone calls and reporting claims.
August 9, Day 56
Very slow Saturday today! During my down time my supervisor asked me to create a sign for a few of our unit members. They are moving out of the training unit & onto the floor on Monday so they'll be in a different section of the building. It was a goodluck sign that I did on a white board.
August 8, Day 55
Today was a little bit busier then yesterday but I didn't mind because it made the day go by fast. Finally Friday!
August 6, Day 53
Today was pretty steady. I had a good amount of phone calls but again it definitely was not as busy as a Monday which was nice. It is nice having a few minutes in between calls rather then the phone ringing the minute you log in.
August 5, Day 52
Today was slower then yesterday. Monday seems to be the busiest day because no one realizes we are open over the weekend to call! Another day of answering phones.
August 4, Day 51
Long day today! I had a lot of phone calls but it kept me busy. I like being busy because it makes the time go by so much faster.
August 2, Day 50
Today was our first time working Saturday. It was definitely a lot different then working a week day because there are half as many phone calls. There were longer periods of time where I was waiting for a call so I spent my off time working on my smart goals.
August 1, Day 49
Again, I answered a lot of phone calls today. There are two new employees who started in June and just started on the phones so they are receiving a lot because they are on high priority. I still received a lot of calls and interesting claims.
July 30, Day 47
Another day of answering phones! I'm very comfortable now so the days go by a lot faster which is nice.
July 29th, Day 46
Today I took more phone calls then I have this far. I am really getting the hang of it and I am more comfortable on the phones which is nice.
July 28, Day 45
Today was the first day of my new schedule. For training we worked Monday-Friday from 8-430. With our new schedules we work Monday, Tuesday, Wednesday & Friday from 830-530 & Saturday's from 10-3:45. The day went well, I took a lot of claims over the phone. In between calls I have been working on my smart goals. We were also taken off of high priority today which was nice.
July 25, Day 44
Today I sold my first epics program to a customer. I was excited because the company is happy when we are able to sell our programs and customers accept them. (They don't have to pay for anything, I just pitch the program!)
July 24, Day 43
Today was another good day on the phones. Nothing to complicated or crazy that I couldn't handle.
July 23, Day 42
Today was a good day on the phone. I'm getting a lot more comfortable and able to handle the calls without asking for a lot of help. I try to figure it out on my own. I also received my first "customer survey" back. The surveys are sent out randomly every once in a while to the customers and they answer 5 questions where they rate how the service was. This is a nice way for me to see how the customer thinks I did.
July 22, Day 41
I had a lot of cross-insured phone calls today. This means that both parties involved in the accident are insured with commerce. It takes a little bit longer to complete this file because you need to set up incidents for both sides, even if you haven't spoken with the other person yet. This just makes things a little easier for the adjuster who handles the claim.
July 21, Day 40
Another day of phone calls. Again it is always an interesting day for me because you never know who is on the end of the line and you never know what they are going to say. It is always something different!
July 18, Day 39
Today I took phone calls for the morning portion of the day but in the afternoon we went in the training room. We were trained on how to use the MA registry, take a backup call from a different state such as CA, NY, FL etc. We were also trained on a new program called the EPICS program where a customer can send photos in and we can email the appraisal back to them. I thought this was a pretty neat idea because it is very convenient if you have a smart phone or camera. I was happy to finally have access to the MA registry because it is very helpful if you have missing information on a vehicle.
July 17, Day 38
Today was a fun day at work because it was my birthday. My co-worker brought in cake and a card for me which was really nice. The rest of the day I spent taking phone calls.
July 16, Day 37
Today we had a meeting with our supervisor and she told us about our "smart goals". At MAPFRE they really like to do reviews/performance feedback/company feedback. The "smart goals" are a list of goals that the company wants each employee to strive to meet. There are 9 core competencies that MAPFRE likes to meet. These are grouped by leading self, working with others & achieving business results. The smart goals are something our supervisor and the company want us to work towards such as selling the programs or getting our call times down. The rest of the day was spent taking phone calls.
July 15, Day 36
Today was a good day. I'm getting the hang of things a lot more and I try to solve my questions on my own without asking anyone. I like to do it this way because the QC's(performance feedback) that we receive will let me know what I did right/wrong.
July 14, Day 35
We are still on high priority so again I took a lot of claims today. It is interesting because you never know who is on the other end of the line so it is always something different which keeps it exciting. I also received from 'QC's' today, which are a performance evaluation/way of giving us some feedback on how we are doing. A supervisor will listen in to the call without us knowing and send us the feedback after on what we could improve on or what we did well.
July 11, Day 34
Another day of phone calls. I was able to take more calls today then the past few days because I am getting the hang of it so it's easier for me to navigate around while speaking with the customer.
July 10, Day 33
Today was a little crazy. I had my first customer who wasn't very happy. He wasn't happy because we could not cover the damages because he did not have the proper coverage on his policy. It is difficult having a call like this because we do not sell the coverage's it is something your agent does for you. I was able to calm the customer down and explain to him he would have to speak with his agent. At first, I didn't know how to handle the call so I asked my lead for help and she walked me through it. The rest of the day went smoothly.
July 9, Day 32
Today wasn't as busy as yesterday so that was good. I am trying to focus on getting my after-work time down. Once you are off the phone with a customer you have to complete the claim by getting all of the information & sending it over to the adj. So it is very important to gather as much information as possible while you have the caller on the line.
July 8, Day 31
Today was relatively busy again. Because of the holiday weekend our supervisors told us it is always very busy once we come back from the holiday break. We had a meeting with our supervisor today so see how we are doing and if there is anything we aren't so comfortable with. I'm getting the hang of it but there is a lot I could improve on.
July 7, Day 30
Today was extremely busy because of the holiday weekend. We weren't open on Friday so there was an expected high volume of calls coming in. My co-workers and I are all set on "high priority" which means that we are the very first people to get a call. Our phones are constantly ringing all day because of being on high priority. It is stressful and a little overwhelming but again, it is reassuring knowing that we have help all around us if needed.
July 3, Day 28
The first day on the phones completely by myself was a little nerve wracking but I felt more comfortable knowing my supervisors were all around if I needed help. I am still not as comfortable as i'd like to be because I don't always know the right answer. It is great knowing that I have a lot of help around me incase i'm stuck on something. We have our supervisors, the help desk that we can call or message & we have a website that has many helpful tips and tools on different scenarios we might face when taking a call.
July 2, Day 27
Today was my first day on the phones. Our peer trainers sat with us for the day incase we were faced with anything we weren't sure how to do. My peer trainer took the first 2 calls which was nice because I was able to listen in and see his call flow. Then, I was by myself for the rest of the day while he sat behind me incase I needed help. I was a little rocky but towards the end of the day it got a little bit easier.
July 1, Day 26
For the entire morning today we spent it taking "mock phone calls". We all sat in the same room with our headsets and phones & different supervisors were going to randomly call us and pretend they were a customer. Our instructor was also in the room incase we needed any help. I took 6 calls which was nice & I had a different supervisor call each time so every scenario was different. I didn't do as well as I would like because I am not fully comfortable with all of the programs and the call flow yet but this was extremely helpful. I like the idea of these practice phone calls because we don't know which supervisor was calling so it seemed like a real phone call from a customer! After we did these mock phone calls we spent the rest of the day practicing getting used to the programs and our call flows.
June 30, Day 25
Today we focused on wrapping up the call & the importance of explaining to the customer what's going to happen next. You don't want to leave out any information when talking to the caller and you want to make sure they are comfortable with the next steps in the process. We also learned about a few programs that we offer to our customers today. These are programs for our insured's to make the whole process a little bit easier on them. One program is called the Car-EZ program where a customer can have the appraisal and repairs all done in the same shop, with a rental car waiting for you while your car is in the shop. We also learned about rentals and an early tow program if an insured's vehicle was not drivable. Our instructor also played us a few recorded calls from previous employees so we could see what a call sounded like. I thought this was a good idea because we start training on the phones tomorrow!
June 27, Day 24
Today we practiced different scenarios of calls we may receive. Sometimes we may be talking with our insured, other times we may be talking with a claimant. The call flows are a little bit different because you may not ask a claimant all of the information that you ask our insured. Sometimes a claimant is calling to just report the claim with us & other times they want to come through us for the damages and repairs. We could also receive calls from a claimants insurance carrier or even someone's agent. The call flow may be a little bit different depending on who you are talking. We got a lot of practice with this today and we even did a little role playing.
June 26, Day 23
Today was our first day training on the phones! We didn't actually get on the phones but we learned the basic of how to use them. We learned the 5 step process to taking a call, from setting the tone to reviewing everything & wrapping up the call. We were also taught the flow of the call and what to ask when your taking a claim. It's different when your on the phone with someone because you are able to gain a lot more information from them versus taking a claim from a paper source.
June 25, Day 22
Last day of entering basic loss entries for awhile. Im glad we were able to have all of this practice with them though because now I am very comfortable with all of the systems that MAPFRE uses.
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