Unscheduled Task Scripting

Unscheduled Task Scripting

OUTBOUND CONFERENCE CALL

Service Provider Greeting

“Hello, this is <Agent Name> with <Cinch Home Services/Sears Home Warranty> on a recorded line which may be monitored to improve quality. Who am I speaking with?

I was calling to confirm if an appointment has been scheduled for <Customer Name>?”

If YES

If NO

“Great, can I get that information so that I can update our system?”

Update system and close call.

“May I reach out to the customer and try to conference you together to get them scheduled?”

Place provider on  hold and call Customer.

Customer Greeting

“Hello, this is <Agent Name> with <Cinch Home Services/Sears Home Warranty> on a recorded line which may be monitored to improve quality. May I please speak with <Customer Name>?

I have your Service Provider <SP Name> on the line and wanted to see if I could conference you together to schedule your visit?”

If YES

If NO

“May I place you on hold while I conference you now?”

Complete conference.

“I will advise them to please reach out to you for scheduling as soon as possible.”

Advise Service Provider they were unable to conference and to reach out to them to schedule the appointment.

Conference

“Hello <Service Provider Name>, I have <Customer Name> on the line with me so that an appointment for their <Item> can be scheduled.”

DO NOT hang up. Stay on the line to get the appointment time and update ServiceBench.

VOICEMAIL

“Hello, this is <Agent Name> with <Cinch Home Services/Sears Home Warranty> calling for <Customer Name> regarding the Service Job for your <Item>.

<Service Provider> has been assigned to service your <Item> and we have sent an email to you at <Email Address> with their information. If you have not heard from them, please contact them at <SP Number>.

Please ensure you touch base and align on the date of your appointment as soon as possible.

Remember, someone 18 years or older must be at the home during the visit. Thank you for being a valued customer.”

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