Coaching Feedback for BPO Partners

Coaching Feedback for BPO Partners

Cinch plays an important role in the development of our Third Party (BPO) agents by providing claim-specific coaching feedback. It is important to deliver such feedback in a timely manner so we can prevent errors that could have a negative impact on our customers, as well as to expedite service job resolution.

All coaching feedback to Third Party agents will be sent by the Cinch Agent to their direct Supervisor or Manager, who will then review the feedback to ensure accuracy and forward it to the appropriate BPO Vendor Managers
  1. Customer Service-Kit Chapman: cchapman@cinchhs.com 
  2. Retention-Yanely Filgueiras: yfilgueiras@cinchhs.com 
Quality Assurance (qualityassurance@cinchhs.com) must be copied on all coaching feedback emails for recording purposes.

If a Supervisor is sending the coaching email, they should copy their Manager as well.

All agents (Cinch and Third Party) can be found in the Interchange by using the Employee Phone Directory on the Cinch Portal.
  1. In the event an agent cannot be located, the Supervisor/Manager should contact the BPO Vendor Manager/Director Kit Chapman (CS) or Yanely Filgueiras (Retention) to determine the group to which the agent belongs.

Coaching Email: What to Include

The Supervisor, Manager, or Quality Assurance Representative will include the following information in the coaching email:
  1. Service Order, Service Job, Claim Number, Contract Number
  2. Coaching Opportunity
    1. The Supervisor/Manager is responsible for reviewing the contents in the email to ensure it is professional and factual, is not opinionated, and does not include judgment comments.
  3. Knowledge Base links should be included as needed.
  4. If an action is required, please identify this by entering ACTION REQUIRED followed by the Service Job Number in the Subject Line.
  5. If immediate action is required, please identify this by entering IMMEDIATE ACTION REQUIRED followed by the Service Job Number in the Subject Line.
  6. Aside from what the coaching opportunity is, identify exactly what corrective action is required in the body of the email. If the action has been taken care of, advise accordingly.




    • Related Articles

    • SP Feedback Tracker

      At Cinch Home Services it is our commitment to partner with Service Professionals that deliver best in class service. It is important that we capture and follow through when feedback is received from our customers regarding positive and negative ...

    • Frequently Used Numbers

      National Accounts Contact Information Sears Service When the customer is enrolled in a Cinch administered warranty (i.e., Sears Home Warranty, Cinch Home Warranty), AND Sears is the assigned Service Provider, use one of the following options: ...

    • Area Manager List

      Area Manager Escalations and Contact Info Use the SP Feedback Tracker to update negative or positive feedback received regarding our Service Providers. When Outbound Calls and Public with Email comments fail to resolve the issue, if an Area Manager ...

    • Cinch Tyndale - Quarterly Reimbursement Benefit

      Customers residing in Tennessee who enroll through our client Tyndale will have a Cinch Complete Home P3 warranty and receive a Quarterly Reimbursement Benefit for purchases made at Germantown Hardware in the amount of $25. Customers enroll in the ...

    • CXone: Auto-Summary Pilot

      During an inbound call interaction, CXone will use AI-powered natural language to transcribe and summarize the conversation. This new tool will be used to help us focus more on Active Listening and showing Heart! We will be testing this function to ...