APPOINTMENT
Once the Contact Manager succeeds in contacting a customer, he/she will attempt to schedule an appointment that works into the agent’s calendar. Once scheduled, the agent will receive an email notifying him/her of the appointment within 24 hours of when the appointment was scheduled.

CONFIRMATION
A Contact Manager will also call the customer the evening prior, to confirm the appointment. Once again a Contact Manager will notify the Agent will be notified via email of the confirmed appointment.

SATISFACTION NOTICE
Should a Contact Manager speak to a Customer who expresses any type of dissatisfaction with his/her insurance, the agent will be notified immediately. This is called a Customer Satisfaction Notice and will be sent to the Agent’s office via email.

AGENT COORDINATION
Periodically, the customer will wish to schedule the appointment directly with the agent. This may be due to a personal relationship, or the customer’s inability to meet the Agent’s calendar of appointments. When this occurs, the Contact Manager will offer to have the agent contact the customer directly to set up the appointment. The Contact Manger then sends a notice to the agent requesting that the Agent contact this customer to schedule an appointment.

RESCHEDULE
InTouch understands that on occasion the Agent may have a conflict with an appointment we set. The Agent may respond to his or her original appointment notice indicating a reschedule request. The InTouch scheduling department will see that the client is re-contacted and the appointment scheduled for another date. InTouch also understands that from time to time a client may not come in for his or her scheduled appointment. Like any other reschedule request, the Agent may reply to his or her original appointment notice with a request to re-contact the client.

WRONG NUMBER
Frequently, we come across wrong numbers. In order to optimize our service, the Agent will receive a Wrong Number Notice, giving him or her the opportunity to correct the wrong number or replace the client entirely.

CALENDAR COORDINATION
Once service has started, an agent may find it necessary to adjust his or her schedule. This can be accomplished with a simple phone call, fax, or email to our Customer Service Department. An Agent may wish to allow for time off during one day, or revise the entire InTouch calendar. No request is too big or too small.