Communication History Log

Communication History Log

The Communication History Log is used to document the customer's account and view previously entered notes. Notes are manually entered by the user and/or auto-generated by the system.
Notes must be entered on all calls/transactions where you have engaged in membership related discussions and tasks.
The log is also used to credit the appropriate associates for renewals and auto-renewals, saves, credit card entries, options, additions, and HMS direct floor enrollments (no agent involved).
It is not required to include your name, initials, or phone extension in the Comment field, however, when a situation requires special/immediate handling that only you are working to resolve, entering your name, initials, and/or phone extension is acceptable.
The following are steps for entering and retrieving notes in the Communication History Log. to save notes, a selection must be made for each of the fields below:


Field

Used for

Communication Source

Displays the notes by who called in the request or initiated the documentation (customer, client).

Examples:

  1. Customer: used when a customer calls in
  1. Real Estate Agent: used when a real estate agent calls in (Cinch Real Estate Channel Only)
  1. Member Broker: used when a member broker calls in (Cinch Real Estate Channel Only)
  1. Account Executive: used when an account executive calls in (Cinch Real Estate Channel Only)

 

Communication Object

Displays the notes by the name of the person or thing the documentation is referencing (customer, client).

Examples:

  1. Customer
  1. Real Estate Agent
  1. HMS Employee
  1. Affiliate/Member Broker

 

Correspondence Type

Displays the way the response/correspondent will be communicated. The Correspondence Type field is NOT required before the documentation can be saved and is typically left blank.

Examples:

  1. Outbound File
  1. Coupon

 

Communication Type

Displays the notes by the type of notes saved.

Examples:

  1. Retention Customer Service
  1. Saved
  1. Warranty Canceled
  1. General Coverage Questions
  1. Billing/Account Update
  1. Etc.

 

Communication Method

Displays the notes based on how the documentation was initiated.

Examples:

  1. Phone
  1. Warm Transfer to Customer Service

 

Comments

Where notes are documented. Also displays notes entered and saved.



Note Templates

To standardize and create consistency in notations, the guidelines below will provide a consistent standard notation, aligned with QA to improve efficiency, accuracy, and eliminate redundancy when entering proper notes in TIMX SCM Communication History Log. The nine approved documentation fields are listed below. Fields should not be left blank, enter N/A by the fields that do not apply.

 

Template

Caller:

Callers first and last name (i.e., Tom Smith)

Reason for Call:

Summarize the reason for the call (i.e., Cancel, Billing, Renewal, Coverage Questions, Service Request, etc.)

Reason Details

Elaborate on the reason for the call (i.e., Home sold w/closing date ___, Received past due letter, Plan is expiring, Inquiry on coverage for stoppages, A/C not cooling, etc.)

Action Taken:

Document actions taken to assist the caller (i.e., Offered to transfer warranty, enroll new home, h/o declined; Received call from <Agent> in claims; Explained denial reason, provided coverage info & reasons for remaining active; OB call to Sears (OK2REC) spoke w/ _____; Updated caller on amount due; Provided expiration date; Created follow up, etc.)

Sales Details:

Document all sales items or enter N/A (i.e., Cancel processed, Saved as approved by customer, Options: PUP or N/A, Auto-Renewal: yes, etc.)

PYMT Details:

Document all payments to and from the account or enter N/A (i.e., collected $69.99, refund $59.99, etc.)

Sales Scripting Completed:

Yes, No, or N/A

ROD:

Yes, No, or N/A

CC/ACH Scripting Completed:

Yes, No, or N/A

CTI

Yes, Down, or N/A.
Ensure that you are logged in and the pop-up blocker is disabled. Notate “N/A” when CTI does not identify the caller. Document CTI as “Down” when the tool is down completely.

More About Communication Types

The following Communication Types are utilized by both Cinch Real Estate and Retention Department:
  1. Warranty Cancelled
    1. Customer called in to terminate service.
  2. Saved
    1. Customer called and stated they wished to cancel their contract or set to non-renew but through retention efforts, the homeowner agrees to remain active.

Communication Type Disposition Codes (Retention) 

If a non-sales call is received in the Retention Department, use the Retention Customer Service Communication Type when adding notes to the Customer Record. This Communication Type requires that a Disposition Code is entered into the Disposition Code field located at the bottom of the Communication History Log screen.

 

Retention Disposition Codes

When to Use

BIL-UPDATE

Billing/Account Update
  • General Billing Questions
  • Change of Billing Vehicle
  • Changing Account Information (name, address, phone number, email)
  • Payments

CONTRACT
  1. Calls that result in a customer enrolling in a 3rd party, Cinch DTC warranty
  2. Plan Change

COVGENERA

General Coverage Questions
  • Questions about coverage (i.e., products, deductibles, covered and non-covered items)

DEDINCR

Deductible Increase
  • Call is generated by a deductible increase

FUFIL

Fulfillment Request
  • Customer requests a fulfillment be sent/resent
  • Customer escalates a fulfillment request

LET CAL

Calls Generated by Letters Sent by Cinch/Client
  • Call is generated by a letter that went out in error
  • Call is generated from an error on a marketing piece
  • Call is generated by a client communication

NONREN

Change Renewal Status/Inquiry
  • Customer requests to change to non-renewal status on a call that is not a save
  • Customer requests to change to automatic renewal status
  • Customer wants to be renewed

REFREQ

Refund Request
  • Customer is requesting/following up on a refund request
  • Customer is requesting/following up on a POE (Proof of Enrollment) request

SUPCNXL

Forward Cancel to Supervisor
  • Submitting a follow-up request for a supervisor call back

TRANSINT

Transfer Call Internally
  • Cold/Warm transferring and/or conferencing a call to an internal department of Cinch (Customer Service, Authorizations, Membership Service, Sears)

UNAUTH

Unauthorized Caller
  • Caller is not listed on the warranty, which means you cannot save or cancel

 

  • Caller cannot verify account

Cinch Real Estate Communication Type Disposition Codes

If a Non-sales call is received Communication Type selected should be Transferred Call.

Communication Type

When to use Comm Type & Disposition Codes

Auto-Renew Accepted
  1. Homeowner was previously not set to automatically renew but agrees on the interaction 

Select Disposition at the bottom of the page, view examples below:

  1. CC: Credit Card
  2. ACH
  3. WT: Warm Transfer 

If Warm Transfer from Customer Service, you must enter a duplicate note with the WT disposition. 

Billing/Account Update
  1. General Billing Questions

  2. Change of Billing Mechanism

  3. Changing Account Information (name, address, phone number, email) Any changes that occurred in TMIX system

  4. Payments

Deductible Increase
  1. Call is generated by a deductible increase

Fulfillment Request
  1. Customer requests fulfillment be sent/resent

  2. Customer escalates a fulfillment request

General Coverage Questions
  1. Questions about coverage (i.e., products, deductibles, covered and non-covered items)

HMS Direct Enrollment
  1. A successful sales attempt led to an enrollment

HMS Real Estate Enrollment
  1. A Real Estate Agent or Representative calls to enroll a client or convert a SHW.

HMS Real Estate Enrollment
  1. A Real Estate Agent or Representative calls to enroll a client or convert a SHW.

Optional/Additional Item Sold
  1. Homeowner agrees to add optional/additional coverage during renewal enrollment 

Select Disposition at the bottom of the page, view the examples below:

  1. C/B: Call back later with CC
  2. CC: Credit Card
  3. CK: Will mail check or one-time payment with CC and is not saving billing method on file
  4. WT: Warm Transfer 

If Warm Transfer from Customer Service, you must enter a duplicate note with the WT disposition.

POE
  1. Customer calls to request proof of enrollment

Refund Request
  1. Customer is requesting/following up on a refund request

Renewal Call
  1. A successful sales attempt led to a renewal

Select Disposition at the bottom of the page, view the examples below: 

  1. C/B: Call back later with CC
  2. CC: Credit Card
  3. CK: Will mail check or one-time payment with CC and is not saving billing method on file
  4. WT: Warm Transfer

If Warm Transfer from Customer Service, you must enter a duplicate note with the WT disposition.

Renewal Solicitation
  1. Homeowner declines renewal effort

Select a Disposition at the bottom that reflects why the customer declined 

Example:

CU: Customer Undecided 

NONREN: Change Renewal Status/Inquiry

Saved
  1. Homeowner calls to discontinue their warranty (cancel/non-renew) and through retention efforts the homeowner agrees to remain active

Transferred Call
  1. Transferring a call to a Customer Service Associate

  2. Case Management Team

  3. Only to be use when warm transfer its in placed

Unauthorized Caller
  1. Caller is not listed on the warranty, which means you cannot save or cancel 

  2. Caller cannot verify account

Warranty Canceled
  1. Homeowner calls to cancel their warranty prior to their expiration date




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