CXone Screen Pop & Verification Guidelines: Membership Services
When a call is received, there will be a CXone Screen Pop which provides information about the caller.
The IVR locates customers by their primary number or contract number and provides the property address to the customer to confirm if correct.
If the record is not located or the address cannot be verified the customer is transferred to an agent for further assistance.
Incoming Calls
When a call is received, the CXone Screen Pop will display customer information:
There will be a wide range of customer information available on the screen. The areas you should focus on are:
Client | This is the client or branding that the caller’s contract is
associated with. You should follow any branding protocols. |
Call Flow | This is how/why the caller came out of the IVR to get to a
live agent. |
Recent Calls | Number of recent calls received from the customer in the last
week. |
Contract Status | Identifies whether the contract is Active, Pending Cancel,
Cancelled, etc. |
Effective Date | Effective date of the contract. |
Renewal | Date the contract will be renewed. |
Customer Since | Identifies how long the customer has had an account open. |
Property Address | This is the address on record in the account. |
Primary Phone | This is the home phone number listed in the account. If this
is missing, attempt to capture this information. |
Calling Number | This is the phone number that the caller used to call us. |
Verification Guidelines
Below are the guidelines for using the CXone Screen Pop to authenticate and verify the caller.
Only authorized users can make material changes. The street address and zip code must be verified for all material changes.
Branding: Each call must be opened and closed with the appropriate brand
- Standard Cinch Brand: "Membership Services or Cinch Home Services"
- Sears: "Sears Home Warranty"
- if CxOne does not identify the client as Sears, the standard Cinch brand is ok. Once the plan is identified as Sears, the Sears brand must be used in the closing.
Material Changes: Any change or decision that modifies or manages the warranty status, including but not limited to, billing updates or modifications, contact information, saves, cancellations, renewals, and reinstatements.
Unauthorized Users: General coverage and billing information can be provided to unauthorized users. Examples: account status (active, inactive), billing status (current, not current), and coverage information. Agents CANNOT discuss specific billing details such as payment methods, costs, or billing issues.
CXone Screen Pop Populates
Copy the contract number into TIMX SCM to locate the customer's warranty.
The example scripts below are suggestions only and are not required to be used verbatim.
What’s most important is that associates capture, confirm, and verify information while protecting the customer’s privacy.
What’s most important is that associates capture, confirm, and verify information while protecting the customer’s privacy.
ACTION | EXAMPLE SCRIPT |
Step 1: |
|
Authorized User: Proceed to the next step | |
Unauthorized User: Capture the caller's relationship to the authorized user | "I see a different name on the contract. Please verify the contract holder’s name and your relationship to them." Skip to step 4 |
Step 2: Confirm the property address is accurate and up to date. | “We have your street address as <address> and your zip code as <zip code>, is this correct?” |
Step 3: Confirm the contact information is up to date. Try to capture any missing contact information.
| “We have a phone number ending in <last 4 digits> and
does your email still start with <first 4 characters>?” OR "Has any of your contact information changed?" |
Step 4: Identify the reason for the call. | “How may I assist you today?” |
CXone Screen Pop Does Not Populate
ACTION | EXAMPLE SCRIPT |
Step 1: Confirm who you are speaking to (authorized or unauthorized user). | “Thank you for calling Membership Services. This is <Agent Name>, may I have your first and last name, please?” |
Step 2: Ask for the street address and zip code. | “Can you please provide your street address and zip code?” |
Authorized User: Proceed to the next step. | |
| Unauthorized User: Capture the caller's relationship to the authorized user | "I see a different name on the contract. Please verify the contract holder’s name and your relationship to them." Skip to step 4 |
Step 3: Confirm the contact information is up to date. Try to capture
any missing contact information.  Determine why the IVR did not identify the
caller. Usually it is because the phone number or address we have on file is inaccurate. Update contact information or capture missing information as needed while following privacy guidelines.
| “The number you are calling from is not listed on the account.
Would you like to update your phone number? We have an email on file starting
with <first 4 characters>. Is this still current?” " |
Step 4: Identify the reason for the call. | “How may I assist you today?” |
Transfer Call Handling
Receiving a call that you do not handle.
- Retrieve the customer's account details.
- Review the account for potential membership services activities that you perform (e.g., pending cancellation, coverage changes, missing contact information).
- IF no membership task is required, ask the closing question; no further verification is required.
- IF there are no further questions, brand the call and set expectations for the cold transfer.
Agents DO NOT HAVE TO DOCUMENT the account UNLESS they assist with membership questions or activities (general coverage or billing questions, make an update, etc.).
Receiving a call that you handled and completed but requires transfer to another department:
Attempt to warm transfer the customer (unless otherwise stated for operational needs).
- IF the warm transfer is successful, provide the customer's account information to the associate.
- Advise the associate of what you have verified (e.g., address, email, phone number).
- IF the Hold Times Exceeds Two Minutes, advise the customer that you will cold transfer, and the next available representative will assist them.
Receiving a warm transfer
- Ask the transferring associate for the customer's contact information, to bring up the account.
- Ask the associate what verification has been completed. Complete any outstanding verification as needed.
- Do Not re-verify information already verified by the previous agent.
- Introduce yourself and recap your understanding of the caller’s needs.
- Ex: “Again, I am Jane Doe with Membership Services…. from my understanding, you are requesting to….”
Auto-Summary Process
When the call ends the Auto-Summary will populate inside the Outcome Disposition Popup in CXone.
Inside this window you will edit any necessary info before copying your summary and saving your documentation on the job or account.
Info
You will not be able to select and save your disposition prior to the end of the call as the Auto-Summary will be generating during your interaction.
DO NOT select the Disposition and Save until after you have edited and copied your auto-summary note.
You must review the auto-summary for accuracy including the Caller's Name and Relationship when not the warranty holder, Details, Actions, etc.
Make sure private information such as Personal/Medical Information and/or Credit Card information is NOT captured.
Information you will be required to add:
Outbound Call Information and action taken
Conference or Transferred Call info
Supervisor approval details
Escalation reason, SOS, etc
When highlighting your summary to copy, make sure not to Delete or the summary will be lost.
In CXone you will see a new Co-Pilot Tab which may include a Legal Disclosure and Customer Sentiment info.
This will not be used at this time. Please remember to click on your Screen-Pop tab to view the caller's details.
This will not be used at this time. Please remember to click on your Screen-Pop tab to view the caller's details.
If the Co-Pilot Tab does Not populate, an Auto-Summary will Not generate and you will need to manually document your interaction.
When the Co-Pilot Tab is present, if the call is less than 45 seconds an auto-summary may not generate.
Technical Issues
When to advise leadership of a problem:
- No Co-Pilot Tab is present
- Call was longer than 45 seconds and no summary was generated
- Summary received but did not match the interaction
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