Handling Calls with Minors:

When handling calls, it's important to identify and properly handle cases where the lead is a minor. This article outlines the steps to follow when dealing with such calls.

1. Identifying a Minor on the Call

It is important to determine if the lead is over 18 years of age at the start of the call:

•             Politely ask: “Before we proceed, may I confirm if you are over 18 years of age?”

•             If the lead says or indicates they are under 18, confirm their age.

2. Actions to Take if the Lead is a Minor

Once it is confirmed that the lead is a minor:

1.           Ask for a Parent or Legal Guardian

•             Inform the minor that you are not allowed to speak with them.

•             Request to speak to an adult who can handle the matter.

•             Example Script:

“I’m sorry, but we are unable to discuss this matter with anyone under the age of 18. May I speak with your parent or legal guardian instead?”

“If your parent or legal guardian is available, could you please put them on the phone?”

2.           No Parent or Guardian Available?

•             If no adult is available, politely end the call and tag it as DNQ - Minor

3. Required Actions

An agents responsibility is to ensure the below:

•             Do not continue asking questions related to the accident with the minor.

•             Do not attempt to persuade the minor to respond on behalf of an adult.

4. Call Tagging for Minors

If the lead is a minor and no guardian is available, the call should be tagged as DNQ - Minor to ensure it is handled correctly in the system. This ensures that no further calls are made to the minor.

5. Best Practices

•             Always Confirm Age Early: Asking for the lead’s age at the start of the call helps avoid unnecessary conversations.

•             Be Polite and Clear: If the lead is a minor, politely explain the reason for ending the call. Avoid sounding dismissive or abrupt.

Sample Script for Handling Calls with a Minor

•             Agent: “Before we begin, may I confirm if you are over 18 years old?”

•             Lead: “No, I’m 16.”

•             Agent: “Thank you for letting me know. I'm happy to discuss this further, but I'll need to speak with someone over the age of 18.. May I please speak with your parent or legal guardian?”

•             Lead: “They’re not available.”

•             Agent: “I understand. Since I cannot proceed, I will have to end the call now. Thank you for your time.”