Recording Disclosure & Outbound Calls

Recording Disclosure & Outbound Calls

To comply with wiretapping and privacy laws, our greeting scripts include a verbal call-recording disclosure. This requirement applies to inbound and outbound calls across all clients and channels.

Recording Disclosure

CALL RECORDING DISCLOSURE DISCLAIMER
"This is <Agent's Name> with <Cinch Home Services/Sears Home Warranty> on a recorded line..." 

Script & Guidelines

REQUIRED

NOT REQUIRED

The call is transferred directly to you from:

  1. Main Switchboard
    1. Not the same as our IVR
  1. Direct Inward Dialing (DID)
    1. Routes incoming calls to a specific agent or department
  1. Caller dialed you directly

The call was connected via the Cxone.

A new caller joins an existing recorded conversation:

  1. Caller puts other family member/friend/tech on the phone
  1. Service Provider puts customer on the phone
  1. New person being conferenced into call

The call was warm transferred from a

Cinch Agent.

The call was cold transferred from a:

  1. Cinch Agent
  1. Third Party (Sears, etc.)

 

ALL outbound calls

  1. This includes when call is disconnected and you call them back, even if the same person answers

 

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 customer's 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, and my goal is to provide you with exceptional customer service and a resolution to your inquiry."

Documentation

Agents must document the customer's call recording action in their notes.

Example: Customer advised they were recording the call as well.

Outbound Calls

Outbound calls are when an agent has to make a call 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 (Cinch/Sears) 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” 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 8 AM-8 PM. 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. May I please speak with <Customer Name>?"


Outbound to Sears Customer

“Hello, this is <Agent Name> calling from your Sears Home Warranty on a recorded line. 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.  I’m calling in regard to the Service Request for <Customer Name>. <Reason for Call>.”


Call Disconnected - Brand if Sears Customer

“Hello, this is <Agent Name> calling from Sears Home Warranty. The line seems to have been disconnected while we were speaking previously. Before we continue, I do need to remind you that we are on a recorded line."

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 call us back at <warranty number>.
Thank you for being a valued customer with us, and have a nice day.”


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