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Dispositions

Dispositions

Immediate Disconnects

It is mandatory to disposition every call, even calls that immediately disconnect.

  • For calls that don’t last long enough to gather the needed info to create a lead, dispositioning is done via the “Non MSC/Non Sales Tracking” tab in the screenshot below.

  • Enter info into every field with an asterisk.

 

  • If you didn’t capture the name, just enter “NA.”

  • The Phone Number can be captured in the history tab of the softphone section

  • Take your time in selecting the most appropriate disposition and always leave good notes.

 

Creating Leads

Leads should always be created if the call was sufficiently long to capture the customer’s information.

  • Below is a screenshot showing all the fields with asterisks. Click the screenshot to enlarge.

  • If you capture enough information to justify creating a lead then you may enter “NA” in any fields that were missed if the call ended before everything was captured.

  • Some fields do not allow “NA” to be entered (ie zip code, DOB)

     

  • Once the lead has been created it should always be dispositioned at the end of the call.

  • Take your time to select the most appropriate disposition. It is important for reporting purposes that dispositions are entered as accurately as possible.

     

Disposition Selections

Dispositions for “Non MSC/Non Sales Tracking”

Call Dropped/Disconnected

Covid/Store inquiry

CVS Caremark/Pre-Authorization/Verify preferred pharmacy

Other (All other wrong numbers)

Other Carrier Customer Service Call

Robo/Ghost/Prank/Test

SilverScript Sales/Customer Service

 

Dispositions for Created Leads

Agree to Obtain Parts A/B

Already Has Medicare

Call Transfer

Committed Enrollment

Consultation scheduled

Deceased

Declined SOA

Do Not Call

Do Not Contact

Dropped Call

Enrollment

Existing Member

Future Effective

Hang Up

Has Commercial/Employer lan

Not Interested

Not Medicare Eligible

Quoted

Sent Collateral

 

Simplified Table

Many of the options above are not needed for the purposes of this project. Only use the options in the table below. The “Needed Dispositions” are the only dispositions we need but to capture them, we must get creative. There is no “Not Interested” option for the “Non MSC” dropdown so instead, use Silverscript Sales; There is no option for Deceased in the “Non MST dropdown so instead use Covid; etc.

Needed Dispositions

Lead Created Selection

Non MSC/Non Sales Tracking Selection

Enrollment

Enrollment

NA

Call Dropped/Disconnected

Dropped Call

Call Dropped/Disconnected

Deceased

Deceased

Covid/Store inquiry

Not Interested

Not Interested

SilverScript Sales/Customer Service

Ineligible (for any reason)

Not Medicare Eligible

CVS Caremark/Pre-Authorization/Verify preferred pharmacy

Dead air/Tech Issues

Hang Up

Robo/Ghost/Prank/Test

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