Engagement Center · Standard Midterm and Renewal Standard · Recommendations

Take the simple work out of the midterm queue, and give renewal callers a way out of the hold.

This carries last week's standard midterm plan forward and adds the renewal standard queue. Every item is a prompt, a route, or a channel change.

Draft for discussion · September 11, 2026 · Anna Abovyan · Supersedes the September 4 standard midterm plan
26 min · 40% abandon
FL renewal standard, Sept 10 (237 calls). A week earlier: 12 min, 32%
~38 min · 60% abandon
FL midterm standard, same day (183 calls). National: 20 min, 50%
35% in SLA vs 50% goal
All queues, with callbacks counted
01

Where last week's plan stands

Sept 4 recommendations, as of Sept 11
LiveWith LuisNot started
Sept 4 recommendationStatusWhere it is
MS1 · Wait-time preamble on the text offerLiveShipped with the prompt update. To confirm where [X] comes from in the live version.
MS2 · Callback offer before any hold musicWith LuisLuis is checking what the platform can do with the callback offer and the window.
MS3 · Text and callback offers repeated while holding, on a taperWith LuisSame check. Proposed cadence: on entry, at 3 and 8 minutes, then every 10.
MS4 · Manila adds the caller to the callback queue instead of transferring backWith LuisLuis is validating the callback skill for Patra agents. Script drafted.
MS5 · Widen what Manila takes (non-licensed, non-premium-bearing)Not startedWaiting on Patra's list of what they handle for other clients. Separately, standard midterm "anything else" callers on Manila-friendly carriers now go to Manila.
MS6 · Bring back self-serve formsNot startedWhich forms and the review pass are still open. Section 02 spells out the options (MS8).
02

Midterm standard: additions

Goal: fewer onshore advisor minutes
Midterm standard

Two additions, MS7 and MS8

MS7 · Offer a payment link by text before any transfer

Payments on non-Manila carriers go to an onshore advisor today. A text link ends those calls with no human at all, and for Manila carriers it saves Manila time. Only for carriers that have a pay link; Jen to confirm which.

Prompts heard before this pointGreeting, Spanish offer→Identified by phone number→Not agency billed, not in renewal window→"Documents, payments, or anything else?"→Chose payments
TodayManila-friendly carrier: "POI or payment?" then transfer to Manila. Any other carrier: transfer to the Florida or National queue, where an onshore advisor takes the payment.
Proposed, before the transferYou can pay online in about a minute. To get a secure payment link by text, press 1. To make the payment with a team member, press 2.
What happens after1 → text with the carrier's pay link, call ends2 → Manila or an onshore advisor, as todayCarriers without a link skip this prompt

MS8 · Name the policy changes, and send each its own form

Driver, vehicle and mortgagee changes each have a customer form already, so the IVR can ask for them one by one and text the form instead of holding for an advisor. Cancellations are not offered a form; those stay a conversation. Needs Jen's review of the three forms first.

Prompts heard before this pointGreeting, Spanish offer→Identified→Not in renewal window→"Documents, payments, or anything else?"→Chose anything else
TodaySMS offer (with wait preamble). No SMS: transfer, FL or National, Elite or Standard, then for Standard a carrier check sends Manila-friendly carriers to Manila and the rest to an onshore advisor. Adding or removing a driver, adding a vehicle and a mortgage company change all travel this path.
Proposed, a second menu before the SMS offerTo add or remove a driver, press 1. To add or replace a vehicle, press 2. To update your mortgage company or lender, press 3. For anything else, press 4.If they press 1 to 3We can text you a short form to make that change, and it goes straight to our team, no need to wait. To get the form by text, press 1. To speak with someone, press 2.
What happens after1 → text with the form link and what happens next ("we'll confirm by email within one business day")2 and 4 → SMS offer, then the transfer path, as today
03

Renewal standard

FL and National Renewal Standard skills. Elite unchanged.

Elite renewal callers are answered in under three minutes. Standard renewal callers in Florida wait 26 minutes. Identified renewal callers are offered a text conversation once, then hold; there is no callback offer, and the payment prompt plays only on Manila-friendly carriers. Separately, the same queue receives every unidentified customer and every caller whose phone number matches more than one account, whatever they answer (RS5).

Today Current flowPersonal-lines callers in the renewal window, identified and not
IDENTIFIED · in renewal window In renewal window SMS offer Elite or Standard? Manila-friendly? "Only a payment? press 1""anything else, press 2" Manila Renewal standard queue26 min · 40% hang up Renewal advisor Text thread Elite → Renewal Elite no SMS standard yes no press 2 press 1 Payment on a non-Manila carrier, documents, cancellations and price questions all reach the same renewal advisor. NOT IDENTIFIED · phone number not on file, or on more than one account Not identified FL or National "Payment, renewal, or anything else?" Renewal standard queue Renewal advisor all three answers
UnchangedChanged or newOffshore or no humanHold queue
Proposed Same flow, five changesRS1 to RS5 refer to the recommendations below
IDENTIFIED · in renewal window In renewal window Elite or Standard? SMS + callback RS1 "Only a payment? press 1"asked before the carrier check Manila-friendly? Manila Pay link by text RS3 Hold, offers repeated RS1callback only over [X] min RS2 Renewal advisor Elite → Renewal Elite Text thread Callback queue Abandon → links by text standard press 3 press 1 press 2 yes no press 2 press 1, callback press 1 advisor calls RS4 NOT IDENTIFIED · phone number not on file, or on more than one account Not identified FL or National "Payment, renewal, or anything else?" RS5same prompt, routing changed Manila SMS offer, then renewal queue payment, anything else renewal, as today
UnchangedChanged or newOffshore or no humanHold queue
Renewal standard

Five recommendations, RS1 to RS5

RS1 · Tell callers the wait, and offer a callback or text before and during the hold

The same three prompts as midterm standard (MS1 to MS3), with "renewal advisor" substituted: the wait time before the text offer, a callback offer before any hold music, and both offers repeated while the caller holds. The Elite/Standard check moves ahead of the offer, so the wait line can match the queue the caller is headed to. The point is to stop the hang-ups. The window has to come from the live queue, not a script.

Prompts heard before this pointGreeting, Spanish offer→Identified, in renewal window→Standard agency
TodayThe SMS offer plays right after the renewal-window check, before any intent question. Declining it leads to the transfer and the hold, where the only prompt is the untested callback offer.
ProposedRight now, the wait to speak with a renewal advisor is greater than [X] minutes. We can call you back within the next [window] and keep your place in line. For a callback, press 1. To switch to text, press 2. To stay on the line, press 3.Repeated on hold on the same taper as midterm standard.

RS2 · Callback only, when the wait passes a threshold

When the live wait for FL Renewal Standard is over a threshold (proposal: 15 minutes), skip the hold entirely and put the caller straight into the callback queue. Judge it on abandon rate, callbacks delivered in the window and repeat calls; speed to answer will look worse, since fewer calls are answered live. The threshold and the window come from the live queue.

Prompts heard before this pointSame as RS1Live wait for the skill is over [X] minutes
TodayCallers hold regardless of the wait. At 26 minutes, 40% give up, inside their renewal window.
Proposed, instead of the holdWait times are longer than usual right now, and we don't want you to wait on hold. We'll call you back within the next [window], and you'll keep your place in line. To receive the callback on the number you're calling from, press 1. To enter a different number, press 2.
What happens after1 or 2 → callback queue, call endsNo response → text offer, then hold, so nobody is refusedUnder the threshold → RS1 runs as normalSwitchable per skill, by hour or day

RS3 · Ask "only a payment?" before the carrier check, and text a pay link on non-Manila carriers

Today the payment question is asked only after the Manila-friendly check, so callers on other carriers never hear it and wait for a licensed advisor to take a payment. Asking it first, then branching on the carrier, keeps the prompt callers already know and gives non-Manila carriers a pay link by text (or a team member, if they prefer). Cancellations and non-renewals stay with the advisor on purpose.

Prompts heard before this pointGreeting, Spanish offer→Identified, in renewal window→Standard agency→SMS offer, declined
TodayManila-friendly carrier: If you're calling only to make a payment, press 1. For anything else, including questions about your renewal, press 2. Press 1 goes to Manila. Any other carrier: no prompt, straight to the renewal standard queue.
Proposed, every standard renewal callerIf you're calling only to make a payment, press 1. For anything else, including questions about your renewal, press 2.Same wording, asked before the carrier check.
What happens after1, Manila-friendly carrier → Manila, as today1, other carrier → "To get a secure payment link by text, press 1. To make the payment with a team member, press 2." Link → call ends; team member → onshore advisor2 → hold, with the RS1 callback and text offers, or callback only under RS2

RS4 · After an abandoned renewal call, text the links

Over the last 30 days, 2,712 calls abandoned in the renewal standard queues, and half of those numbers called back within 48 hours (1,358; the baseline for callers who did reach an advisor is 33%). A text with a callback offer reaches them before the second call and takes that call out of the queue. These are customers we want to talk to, so the text gives them the renewal links and a way to get a call back on our schedule. "Reply CALL" only if Luis confirms it can drop the caller into the same callback queue as RS1; otherwise links only. Identified callers only.

TodayNothing after a hang-up. Half the abandoned numbers call again within 48 hours.
Proposed, textSorry we missed you. Your renewal details, documents and payment are here: [myBrightway renewal link]. If you'd like to talk it through, reply CALL and a renewal advisor will call you within the next [window].

RS5 · Send unidentified callers' "payment" and "anything else" answers to Manila

Callers whose phone number isn't on file, or matches more than one account, are asked "payment, renewal, or anything else", and all three answers go to the renewal standard queue (confirmed in prod; the thinking at the time was to send unknown callers to the most skilled team). Only "renewal" belongs there. Payment and anything else go to Manila, which handles them for identified callers already. Worst case, Manila updates the phone number on the account and the next call routes correctly.

Prompts heard before this pointGreeting, Spanish offer→Phone number not on file, or on more than one account→"Customer or anyone else?" → customer→FL or National→"Payment, renewal, or anything else?"
TodayPayment → renewal standard queue. Renewal → SMS offer, then renewal standard queue. Anything else → SMS offer, then renewal standard queue.
ProposedSame prompt. Payment → Manila. Renewal → SMS offer, then renewal standard queue, as today. Anything else → Manila.
04

How we'll know it worked

Weekly, from the daily sheet
MeasureBaseline (Sept 10)Target
FL renewal standard abandon rate40%under 15%, matching elite
Callers who choose text, a callback, a form or Manila instead of holding, both queuesnot measuredset after the baseline week
Abandoned renewal standard callers who call back within 48 hours50% (30 days to Sept 11)down toward the 33% baseline
Callbacks delivered inside the promised windownot measuredat least 90%
Renewal standard arrivals from unidentified callers answering "payment" or "anything else"not measuredzero after RS5
Onshore advisor minutes, midterm standardbaseline neededdown, week over week
Manila outcome split: resolved / callback / transferred back~24% transferred backtransfer-back to 0
Overall calls in SLA with callbacks35%50% goal