Disability - Basic Call Flow

Front 1

1

Back 1

Open the call.

“Thank you for calling MetLife Disability, my name is [your first name]; may I have your name please?”

Front 2

2

Back 2

After caller states name: Introduce yourself.
“My name is (your first name). How may I help you?”

Front 3

3

Back 3

Verify security

Front 4

4

Back 4

Handle or transfer the call depending on your CSC group:
• Disability Service
• Specialty
• Intake
• TAM Total absence management
Ref KA solution: CSC Call Transfers - Routing

Front 5

5

Back 5

If no transfer is needed, service the call

Front 6

6

Back 6

Advise of appropriate time expectations.

Front 7

7

Back 7

Document the call

Front 8

8

Back 8

Close the call.

NOTE: DO NOT USE: Is there anything else I can help you with? Use a 'natural' closing appropriate to the call-suggestions below:

Employee ONLY closing

"Thank you for bringing that to our attention, we’ll be sure to take care of that for you.

Thank you for calling, please remember - to prevent any delays, please do follow up with your doctor right away to [have them fax your updated medical information….]

Relax, get better, we’ll take care of this for you.

Thank you for calling, I hope you feel better very soon.