FREQUENTLY ASKED QUESTIONS
Answers to the most common questions from agents like you.
Why Client Focus?
Why Should I Outsource Appointment Setting?
With Client Focus, you get consistent scheduling, freeing up your staff for more valuable tasks. Your Virtual Team Member will make up to three calls per client, handle callbacks, and keep you informed. They’ll check in regularly to go over results and look for areas where they can improve. Plus, it’s cost-effective and there’s no contract.
How Much Does It Cost?
The pricing depends on the product and names package you choose. We have different names packages to fit different book sizes. We encourage you to schedule a Strategy Call for exact pricing.
Is There A Contract?
We don’t have a contract, it’s month-to-month. You can stop calls whenever you need, just let us know before the next billing cycle takes place (the 10th of every month).
Am I Tied To A Names Package?
We can accommodate a package change before the 10th of every month. Just let us know the adjustment so we can update your account and you can send in a new list.
Can I Use More Than One Service?
Yes. We have special bundle pricing. We encourage you to schedule a Strategy Call to see what works best for your agency.
Do You Have Bilingual Virtual Team Members?
Yes, you can request a Spanish speaking Virtual Team Member.
What To Expect
How Many Appointments Should I Expect? Do You Have A Guarantee?
Yes. We guarantee a minimum appointment rate of 15% for Simple Conversation calls, but most of the time we average between 20-30%. We don’t stop calling until we have made at least 3 rounds of calls. If you’re strategic about the quality of your lists and the list package you choose, you should see your appointment rate increase over time.
*The appointment guarantee comes with some conditions. Your Customer Support Rep has more details.
Who Are My Client Focus Point Of Contacts?
Once you’ve signed up, you’ll have two points of contact – your Customer Support Rep (CSR) and an Account Manager who acts as your Virtual Team Member. They have separate roles.
Your CSR will handle the backend of your account. You can reach out to them with questions regarding the agent portal, changes to your account and any billing questions.
Your Virtual Team Member is the one scheduling your appointments and communicating with your clients. They’ll also do regular check-ins with you.
Do You Have Access To My Calendar?
Yes. We can avoid double-booking by syncing your availability into our scheduling tool (if you authorize us), and we can put appointments directly onto your calendar.
What Will Show Up On Caller ID?
We use your office line as the caller ID, that way it’s familiar to your clients. It’s easily recognizable and will help increase our answer rate.
On-Service Agents
What Is The Best List To Send?
Our most common lists are:
- Alphabetical
- Households working by premium
- Birthday lists
- Renewal date for Fire
- Customer renewal date
But we recommend you contact your AFS for help determining the best list for your agency.
How Can I Boost Appointments?
We’ve found that giving your clients options is the best way to boost your appointment rate. Things like giving them the option for a phone or virtual appointment, having at least one day per week you can meet after 5pm and even the occasional Saturday appointments.
What Is Your No-Show Policy?
We provide unlimited reschedules. We try to limit no-shows with a reminder text or phone call the business day before the appointment, but the client must consent for us to do so. If a no-show happens, let us know and we can get them rescheduled.
What If A Client Calls Back Into My Office?
If a client calls and schedules with your office, follow the “How do I add an initial appointment?” instructions. If they decline to schedule, search for their name in the Agent Center and click “Remove from Queue”.
Can My Team Member Add Their Calendar?
Yes! To add a team member’s calendar, click “Calendar” and then “Calendar Admin” to add an additional calendar. The team member will need to add their ongoing calendar and sync to their Outlook calendar.
Can My Team Members Gain Access To The Agent Center?
We will need to create a login for the team member. To do this, just send the team member’s full State Farm email address to your Account Manager or Customer Support Representative and they’ll get it set up for you.
Where Do I Update My Billing Info?
Click on the agent’s picture in the top right corner of the Agent Center and go to “Programs and Billing” to add in your card information.
Can My Team Members Receive Appointment Alerts?
Yes! Just click on the agent’s picture in the top right corner of the Agent Center, then “Alert Options” and add your team member to “Appointment Emails”.
How Do I …
How Do I Upload A List?
You can either run a campaign in the ECRM and export the campaign directly to us, or you can create an Excel spreadsheet and submit the list through the Agent Center.
If you need assistance, contact your Customer Support Representative.
How Do I Cancel Or Reschedule An Appointment?
On the home page of your Agent Center, go to “Manage Appointments” to see all upcoming appointments. Click “Reschedule/Cancel” and indicate whether the client or your agency initiated the change. You can then choose to:
- Cancel the appointment and have us reschedule.
- Update the appointment time, date, or location.
- Cancel the appointment and make no further calls.
How Do I Report A Client No Showed An Appointment?
After the appointment time has passed, go to “Follow Ups” in the Agent Center. Select the client’s name and indicate if they attended. If they no showed, send them back to us for three more calls to reschedule.
How Do I Add An Initial Appointment?
Enter the client’s name in the search bar at the top of the Agent Center. Select the client to access their profile, then add their appointment into the system. This will schedule a reminder call for the business day before the appointment.
Can I Sync My Outlook Calendar To Allow Direct Appointment Setting?
You can sync your Agent Center calendar directly to your Outlook calendar. Your Customer Support Representative can show you how.
How Do I Update A Wrong Number?
In the Agent Center, click “Clients” and then “Wrong Number” to update any numbers in our system. Click “Remove Client” if you don’t have additional numbers. You can replace client names as needed.
How Do I Replenish My Names?
Create a new list in the “Submit a List” tool by uploading an excel spreadsheet or submitting your campaign. Replenishments must be submitted by the last day of the month, as they will not roll over on the 1st.
How Do I Approve Special Appointment Requests?
Special appointment requests will display in a red box on the homepage if you have any requests to approve. Or you can go to “Appointments” and then “Special Appointment Requests” to approve or deny any requests.
How Do I Pause Or Cancel My Account?
You’re on a month-to-month basis and can pause at any time. Contact your Customer Service Representative before the 10th of the month and before submitting your monthly list.