Recording Disclosure & Outbound Calls

To ensure we do not violate wiretapping and privacy laws, we have a verbal call recording disclosure as part of our greeting scripts. These requirements apply to all inbound and outbound calls and are applicable to all clients and channels.

Recording Disclosure

Script & Guidelines

“This call is RECORDED and may be MONITORED to improve quality."

The scripting is not verbatim; however, “is RECORDED and may be MONITORED” MUST be stated.

REQUIRED	NOT REQUIRED
The call is transferred directly to your extension from: Main Switchboard Not the same as our IVR Direct Inward Dialing (DID) Routes incoming calls to a specific agent or department Caller dialed your extension directly	The call was connected via the IVR.
A new caller joins an existing recorded conversation: Caller puts other family member/friend/tech on the phone Service Provider puts customer on the phone New person being conferenced into call	The call was warm transferred from a Cinch Agent.
The call was cold transferred from a: Cinch Agent Third Party (Sears, etc.)
ALL outbound calls This includes when call is disconnected and you call them back, even if the same person answers

Documentation

Agents must document the customer was advised and approved of call being recorded in their notes.

Example: OB to customer, spoke with <Customer Name>, OK to Rec

Customer Refused Recording

Script

Use the below scripting when customer refuses to be recorded:

"<Customer Name>, your request not to be recorded will be noted. I will terminate this call and we will proceed to communicate with you through regular mail or fax. To complete your wish not to be recorded during telephone interactions, you may forward your request and inquiry to 4700 Exchange Ct. Suite 300 Boca Raton, FL 33343 or email supportservices@cinchhs.com." 

Documentation

Agents must document the customers refusal and request in their notes.

Example: Refused call recording, provided address to submit request in writing and advise further communication will be by mail or fax.

Customer Initiated Recording

Script

Use the below scripting when customer advises they are recording the call:

"<Customer Name>, thank you for advising me. As a reminder, our calls are also recorded for quality purposes and my goal is to provide you with exceptional customer service and a resolution to your inquiry."

Documentation

Agents must document the customers call recording action in their notes.

Example: Customer advised they were recording call as well.

Outbound Calls

Outbound calls are when an agent has to make a call out to a Customer, Service Provider, etc. 

Guidelines

An outbound call is required when:

1. Information is needed from the Service Provider
1. Appointment scheduling/follow up
2. Service Report follow up (not yet submitted/missing information)
   
2. Information is needed from Third Party (Sears, GE, etc.)
3. Unintentional disconnect by agent
4. Unintentional disconnect by customer
   
5. Contacting the Language Line
   

When making an outbound call:

1. You must state your name and warranty type you are calling from when calling customers.
2. If you are calling out to a customer who has a Sears Warranty, you must state “Sears Home Warranty Support Center” at the call opening and closing.
3. You must give the recording disclosure. Follow the call recording guidelines.
4. Calls can be made to customers between 8AM-8PM. This is specific to their time zone.
   

Scripts

Outbound to Customer

“Hello, this is <Agent Name> calling from Cinch Home Services on a recorded line which may be monitored. May I please speak with <Customer Name>?

Outbound to Service Provider

“Hello, this is <Agent Name> calling from Cinch Home Services on a recorded line which may be monitored. I’m calling in regard to the Service Request for <Customer Name>. <Reason for Call>.”

Call Disconnected

“Hello, this is <Agent Name> calling from Cinch Home Services. The line seems to have been disconnected while we were speaking previously, before we continue I do need to remind you that this call is recorded and many be monitored to improve quality.”

Voicemail

“Hello, this is <Agent Name> calling from Cinch Home Services. We have an update to share with you regarding your <Item> request. If you could give us a call back at <Appropriate CS Number> at your earliest convenience. Thank you!”

• Related Articles

• Authorizations Outbound Call Script

  An outbound call is required when: A job has been denied/partially denied. Unless CA/IA and NOT an emergency Unintentional disconnect by agent. Unintentional disconnect by caller. Medical Emergency/High Risk updates are available. Non-Covered Charges ...

• Sears Branded Script

  All Sears calls should be branded at the opening and closing of the call as: Sears Home Warranty Support Center. Sears Home Warranty Support Center: Cinch associates Sears Solution Team: Sears associates Opening and Closing Opening Script “Thank you ...

• Authorizations Call Flow

  Call Flow Call Flow: Entering Report & Gathering Information Call Opening & SP Verification “Thank you for calling Authorizations. My name is <Agent Name>. To whom do I have the pleasure of speaking with?” “Okay, great <Caller Name>, and what company ...

• Tier 2 Call Flow

  Scripting/Handling Greeting WARM TRANSFER: “Thank you for holding <Customer Name>, My name is <Agent Name> with the Escalations Team! <Transferring Agent Name> was advising me that <Issue As Advised>, do I have that correct?” COLD TRANSFER: “Thank ...

• Customer Damage Claim Script

  Use the below scripts for Customer Damage Claims: Scripts Customer 3rd Party SP: “<Customer Name>, I’m sorry you have experienced damage to your <Item>, but I’m happy to assist you in processing this inquiry. The Service Professionals in our network ...