"Was my application submitted?" answered
Most calls to a case manager are one question: where is my file. She reads the stage from the case notes in plain words, so case managers can get on with building the next file.
A client calls to ask how their application is going.
Finds the file, confirms who's calling, reads the stage and the next step from the case notes.
Fewer status calls, and a message for the case manager only when something needs them.
How it works
- Finds the file
By phone number, name and date of birth, or file number. She confirms the applicant before saying anything.
- Reads the stage
Collecting documents, under review by your team, submitted on a date, biometrics requested, medical exam done, waiting for a decision.
- Says what's next
Whatever the case manager wrote: book biometrics within the window on the letter, watch for an email, nothing needed right now.
- Doesn't predict
Asked how long, she gives only the general wording your practice provides, and offers a call with the case manager.
- Takes the update
A new address, a new baby, a job change. Life changes go straight to the case manager as a message on the file.
- Books a call
When a client wants to talk it through, a short call in the case manager's calendar.
Example call
- CustomerHi, it's Grace Mendoza. I just wanted to know if my PR application was sent.
- AI agentHi Grace. Can I confirm your date of birth first?
- CustomerMarch 14, 1991.
- AI agentThank you. Your application was submitted on September 18th. The next step is biometrics, and you'll get a letter for that by email.
- CustomerOkay. Oh, and I moved last week. Does that matter?
- AI agentThanks for telling us. What's your new address? I'll send it to Daniel on your file today so he can update it.
- CustomerUnit 6, 220 Burnhamthorpe Road West, Mississauga.
After the call: Daniel gets a message on Grace's file with the new address marked as a change to report, and no callback was needed for the status question.
What your team gets
- Status answered from the case notes, in plain words
- Address, job and family changes sent to the case manager on the file
- Calls with the case manager booked only when the client wants one
- Only the applicant, or the people your firm lists, hear about the file
- Status calls counted, so you see the hours they used to take
Questions
Will she guess when a decision will come?
No. She uses only the wording your practice gives her and offers a call with the case manager.
Who can she talk to about a file?
The applicant and the people your practice lists, such as a sponsoring spouse, after she confirms who they are.
What if the client sounds worried?
She is calm and kind, reads what's on the file, and books a call with the case manager when they want one.
Hear it on your phone
Request a demo call and the agent phones you, set up for immigration consultants like yours.