The 2 most missed items are:
The IRMAA Statement
The Closing Scripts
Closing Scripts
"I appreciate your time today Genevieve. If you will hold a moment, I am going to transfer you to our Customer Care department to verify your enrollment and help you complete a Health Assessment.
...
Remember - you are speaking to a computer so state things in order, state every verbatim, and include key words that the computer is likely listening.
Rather than trying to memorize everything above, simply let Let the plates be your guide. Cover every item prompted by the plates and over 90% of QA issues will be resolved.
Read all green verbatim scripting verbatim.
Cover every compliance item on every call, even on subsequent calls that dropped and you, or the shopper, immediately call back.
Say everything out loud for the recording, even if it’s already listed in the Dialer. Imagine you are speaking directly to a QA rep who can only hear what’s happening but cannot see because this is, in fact, what is occurring.
Move through the plates in the natural progression of the Dialer as much as possible to reduce the possibility of the QA rep missing things.
If a mistake is made (ie, you state “This plan is the best”) say out loud “let me retract that statement and rephrase.” Sometimes it is appropriate to speak directly to the recording to cover yourselfsomething is missed or a said erroneously, correct yourself for the recording.
SOA Scripting
"I want you to know that by talking with me, you are under no obligation to enroll, your current or future Medicare enrollment status will not be impacted, and you will not automatically be enrolled in a plan.” A clear “Yes” must be obtained.