Pre-Need / Pre-Planning Consultation
Inbound call for pre-need funeral or cremation pre-planning.
When this runs
classifies this work type when the caller says things like:
How the call goes
3 surface rules tied to missing field definitions. Urgent first.
Gently ask whether they are leaning toward burial, cremation, or are undecided.
important“Have you given any thought to whether you'd prefer burial, cremation, or are you still exploring your options?”
Field: Service preference (burial, cremation, undecided)
Ask if they are planning for themselves or for a loved one.
important“Are you planning for yourself, or are you helping arrange for someone else?”
Field: Planning for self or another person
Ask if they are interested in learning about pre-payment plans that lock in today's prices.
important“Would you like to learn about our pre-payment plans? They allow you to lock in today's prices and relieve your family of the financial burden.”
Field: Interest in pre-payment or financing
Extracted without a dedicated prompt
extracts these from the transcript in real time. If the caller does not mention them naturally, staff can confirm them during wrap-up.
Guardrail signals
If staff says anything matching one of these examples, an urgent warning surface is created.
Never pressure the caller into making immediate decisions.
Do not quote exact prices without a planning consultation.
Never make assumptions about religious or cultural preferences.
Do not discuss specific health conditions or prognosis.
When the call ends
Before staff can end the call, walks them through a wrap-up checklist, then prepares the captured fields for the work record.
Wrap-up checklist
- Confirm callback number
- State next step
- Send information packet
- Schedule consultation
Then creates a service request with:
- Caller name
- Callback number
- Planning for self or another person
- Service preference (burial, cremation, undecided)
- Religious or cultural considerations
- Interest in pre-payment or financing
- Veteran status (affects benefits eligibility)
- Existing cemetery plots or burial insurance
- Consultation preference (in-person, phone, at-home)
- Preferred consultation time
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