Alternate Provider Option (APO)
APO: Escalations
When a customer escalates due to a delay in assigning a Service Provider and the Service Request is already in Dispatch, Escalations agents can offer APO ONLY after completing their own Service Locator, calling ALL Service Providers listed. If ...
APO: Admin
Create a No Provider Found Profile in ServiceBench Verify if the out-of-network provider already has a profile set up in ServiceBench by hovering over the Admin tab, clicking Service Provider Maintenance and entering the name of the company in the ...
APO: Script
Scripting/Handling Greeting “Hello, this is <Agent Name> with <Cinch Home Services/Sears Home Warranty Support Center> on a recorded line which may be monitored to improve quality. May I please speak with <Customer Name>?” Call Explanation “You ...
APO: Customer Service
When the "Alternate Provider Option" (out-of-network) is utilized, the Dispatch Team will attempt to reach the customer to explain the process. If the customer cannot be reached, the agent will leave a voicemail, send an email with instructions, and ...
APO: Customer Instructions
If the customer wants to review the instructions while on the call, advise of the below information, and document "Relayed APO Instructions" in your job notes. Warranty Service Request Locate a licensed and insured Service Professional to diagnose ...
APO: Authorizations
Cinch does not require out-of-network providers to call in for pre-approval on Alternate Provider Option Service Jobs. However, there are cases where the provider may insist on providing the Service Report over the phone or call in with coverage ...
APO: Dispatch
Once all attempts to locate an available Service Provider have been exhausted with no success, a Dispatch agent will offer the Alternate Provider Option to the customer. Reach out to the customer to advise of the Alternate Provider Option and provide ...