Call Back Guidelines: Frequency, Timing, Dropped, or Unresponsive

Call Back Guidelines: Frequency, Timing, Dropped, or Unresponsive

From time to time, agents may experience situations where the call with the customer disconnects unexpectedly or situations where, upon answering the call, there is no response from the customer. 

To continue with our effort to deliver the best possible customer experience, agents should follow these guidelines to handle these specific situations. 

Call Drop Scenario

If a call drops or disconnects unexpectedly, we MUST call the customer back on all phone numbers listed on the account. 
Alert
Ensure to notify your supervisor or leadership team anytime a call drops or when customer is unresponsive.
If unable to reach the customer, leave a VM:

Voicemail

“This is <agent name> calling you back from <warranty type>.
Apologies, we’ve missed you. You can visit MyAccount at <my.cinchhomeservices.com OR my.searshomewarranty.com> for service requests and contract information, or contact us back at <warranty number>.
Thank you for being a valued customer with us, and have a nice day.”


View the Frequently Used Numbers - Warranty Numbers to advise the correct contact info. 
View the Recording Disclosure & Outbound Calls article for additional scripts in these scenarios.

Unresponsive Customer/Line Scenario

Sometimes agents will receive a call where there is no one on the line or the customer is not responding. 
Alert
Ensure to notify your supervisor or leadership team anytime a call drops or when customer is unresponsive.
  1. If call comes in but no one responds to the greeting:
    1. ask "Customer, are you there?"
    2. Wait 5 seconds.

  2. If the customer doesn't answer that, state: 
    1. "Customer, I still can't hear you."
    2. Wait 5 seconds.

  3. If the customer doesn't answer after that, then state:
    1. “Customer, if you are on the line, I am still unable to hear you and am disconnecting. Feel free to call us back."

Call Back Guidelines

Notes
Calls can be made to customers between 8 AM-8 PM, specific to their time zone.
Alert
Continue to follow procedures for the 'Call Drop' scenario above
  1. DO NOT make more than three calls to the same customer in one day within normal business hours (8 am -5 pm). 
  2. Make only one outbound call to the same customer during the early evening hours (5 pm - 8 pm).
  3. If the customer doesn't respond THEN leave a voicemail.
Info
If customer asks you to call AFTER 8 pm, THEN advise you can call during the following business day.


State Exceptions

Warning
These state laws often include a private right of action for consumers, which allows individuals to sue for violations. 
The states below have a limit of no more than three attempts in 24 hours on the same subject matter or issue.
  1. Florida
  2. Oklahoma
  3. Maryland
  4. New Jersey
Oregon has a limit of no more than three calls within 24 hours, no exceptions.

Idea

Remember to ...

  1. document your callbacks
  2. reach out to your leadership desk if you feel exceptions apply.

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