Winback
Purpose
- Budget Constraints
- Went to a competitor
- Service Delays
- Buyers Remorse
- Moved
- Sold home/moved
State Exclusions
- CA is excluded from all DTC GBB offers.
- AZ, IA, MA, UT, and WA are no promotion states. Do not offer discounts
Reinstatement Guidelines
- Within 90 days of cancellation date
- Speaking to the authorized user
- Same property address
- The plan is still offered
| Discount Offer Eligibility | Cell Code |
| 20% | DTCGBBWK20 |
- Preserved tenure and history
- No waiting period.
- Existing conditions covered
Available Plans
| Client ID: |
| CINDTC |
| Discount Offer Eligibility | Cell Code |
| 20% | DTCGBBWK20 |
30% | DTCGBBWK30 |
40% | DTCGBBWK40 |
No Discount | DTCGBBWKNO |
- Clean slate
- Most current terms and conditions
- Plan Flexibility
Winback Call Flow
- Review the Communication History Log before
you make the outbound call.
- Identify the customer’s reason for cancellation.
- Ask an SME, Team Lead, or Supervisor if you need
information about service issues.
- Decide the correct action (reinstatement or new
enrollment) based on the customer’s situation.
- Use a consultative approach. Speak in a natural,
conversational tone.
- Use empathetic/sympathetic language
- Acknowledge the customer’s concerns
- Take ownership of the issue
- Educate/Explain the value of the
customer’s plan
- Complete a new enrollment under DTC GBB plans.
- Offer eligible offers (20%, 30%, or 40%).
Call Flow
Greeting:
Agent: “Hi, is this [First Name]?” (Pause for response) “Hi [Customer’s Name], this is [Agent Name] with Cinch Home Services on a recorded line. I’m reaching out because I noticed your plan recently ended, and I wanted to personally check in. Many customers are able to reinstate or re‑enroll their coverage at a great value, and I didn’t want you to miss the opportunity to protect your home again. Do you have a moment to talk?” |
Outbound State-Specific and Do Not Call (DNC) Disclosures
State | Outbound Disclosure Requirement |
OR, IL, KY | "Do you have a quick moment so I can explain why I’m calling?” · If yes: proceed · If no / objection: go directly to close |
SD | “Before we continue, I’m speaking from Cinch Home Services, located at 4700 Exchange Court, Suite 300, Boca Raton, FL 33431. · If no / objection: go directly to close |
AZ, TX | “Before we continue, I’m speaking from (SITE NAME), located at (Site's full address including city, state, and zip code), on behalf of Cinch Home Services, located at 4700 Exchange Court, Suite 300, Boca Raton, FL 33431.” |
AL, FL, ID, IN, RI (BPO) | “Before we continue, I’m speaking from <SITE NAME> on behalf of Cinch Home Services.” |
AL, FL, ID, IN, RI (Captive) | “Before we continue, I’m speaking from Cinch Home Services.” |
WA or NY | IF caller says they don’t have time to talk now, or requests DNC THEN end call within 10 seconds of request. |
DNC Request: | |
All States | “I understand and will have your name removed from all Cinch Home Services’ calling lists. It takes about 10 days for this to occur, so you may receive additional calls for other campaigns in the meantime. Thanks for your patience”. |
Customer Declines/Busy
"I understand. If now isn't a good time, we can reconnect another time. What would be a good time to call you back?" Ask Discovery/Probing Questions whenever a customer says they're not interested. Click here for suggested rebuttals. IF the customer declines a 2nd time, THEN brand and close the call. |
Disclosures Voicemail (Leave Every Time)
“Hi, this is [Name] calling from Cinch Home Services. I'm reaching out with a quick update on your previous home protection plan. We’d like the opportunity to share this update with you and discuss reinstating your coverage. We look forward to speaking with you. Please give me a call back at
XXX-XXX-XXXX Monday through Saturday, 9 AM to 9 PM Eastern. |
Probe/Consult/Offer
|
Action |
Script |
|
Verify the address is the same |
“Before we go further, are you still living at the same property address? |
|
Probe and Consult |
"I see you canceled because of
<cancellation reason>. Do you mind elaborating on
what happened? "
|
|
Present Offer |
Reinstatement: Offer
Previous Discount NO previous Discount "Because we value you as a customer and want you to continue with coverage, I can offer you [discount]. I’ll also waive the reinstatement fee; that way, your coverage continues as if it never ended. I’ll go ahead and take care of that for you now." If Customer declines or is unsure,
present enrollment "Another option is to start with a new enrollment. We’ll mail you the Welcome Kit, which includes the Service Agreement so you can review the coverage details before the plan goes into effect. Because we value you as a customer and want you to maintain coverage, I’ll apply [20%, 30%, or 40%] discount for the entire agreement year. Unless you have any questions, I can do that for you now Wait for Customer's Response |
Sales Recap/Closing
|
Reinstatement "Thank you [Name], you've made an excellent choice today! To confirm, is your email still the same? IF still within the time frame to add coverage THEN extend the opportunity to do so: "You can add optional or additional coverage any time from 30 days before your effective date to 30 days after it. Would you like me to review additional/optional coverage with you?” Follow PCI Compliant TS&R: Secure Payment Processing procedures. Let’s take a moment to review. We waived the past-due balance, and your plan has been successfully reinstated. If Discount Applied: “As discussed, I’ve applied the [20% / 30% / 40%] offer to your plan.” “Your next bill will be $[amount], and it will be processed on [date]. You’ll receive a confirmation email shortly, and you can manage your account anytime through MyAccount. Is
there anything else I can help you with today?” "You can manage your coverage anytime through your MyAccount online, and we’re also available 24/7, 365 days a year if you need us. Have a great day/evening.”
|
|
NEW Enrollment If Discount Applied: “As discussed, I’ve applied the [20% / 30% / 40%] offer to your plan. “You can add optional coverage up to 30 days before or after your effective date. Want me to go over those options with you?” Follow PCI Compliant TS&R: Secure Payment Processing procedures THEN proceed to Enrollment Disclaimer “You'll have 30 days to review your benefits at absolutely no cost and with no coverage. Unless you call to cancel during that time, your coverage will begin automatically after the 30-day review period for a full year of protection and savings at the discounted monthly fee of $<amount> debited to your credit card account. You will receive your Welcome Kit within 7 to 10 business days. As with all important documents, we recommend that you read through your agreement. Again, you will have 30 days to review the material with absolutely no obligation to continue. Do you have any other questions for me today?" "You can manage your coverage anytime through your MyAccount online, and we’re also available 24/7, 365 days a year if you need us. Have a great day/evening.” |
Customer Objections and Suggested Rebuttals
Customer Objections | Suggested Rebuttals |
Too Expensive | “I understand staying within budget is important. Unexpected repairs like A/C or furnaces can cost $500–$1,200—or more. With <offer>, this plan helps protect you from those high costs. With
that in mind I would love to get your coverage reinstated today.” |
Bad Experience | “I’m really sorry you had that experience. “I’m really sorry you had that experience. Any level of delay would be frustrating for anyone, and we appreciate you sharing that feedback. Your feedback helps us to improve. We are consistently improving our systems, processes, and communication to address issues like this. We’d love the opportunity to show you a better experience. Because we indeed value you as a customer and as a thank you for considering us again, I would like to offer you [present offer].” |
Have a Handyman | “That’s great, and having a handyman definitely helps with smaller fixes. Many customers who have a handyman still keep coverage for major or complex repairs that can cost thousands - especially when a system can’t be repaired and needs to be replaced. That’s where the plan really helps protect you from those bigger, unexpected costs. Based on that, I can get your coverage [reinstated/enrolled] today, and I can offer you [present offer].” |
Need to use the money to fix existing repair | “I’m sorry to hear that your
<item> isn’t working properly. I know how important it is to get it
working again as soon as possible. The only cost today would be the deductible for the service provider's visit and diagnosis. Would you like me to get your plan reinstated today?” |
Documentation Guidelines
Communication Type
|
Communication Type |
Call Result |
|
Winback Save |
Reinstatement |
|
Contract |
New Enrollment (treat as a regular enrollment) |
|
Saved Up/Downsell |
Customer maintains plan by switching to an up/down-tier plan. |
|
Retention Customer Service |
Winback unsuccessful |
Notation Template
|
Communication Type |
Call Result |
|
Caller |
First & Last Name (if different from authorized user) |
|
Reason For Call |
OB Winback call. |
|
Action Taken |
Add actions taken to assist the caller including if a voicemail was left, call scheduled back, steps you took to assist with service complaint and/or cancel reason, incentive offered, and if offer was declined. |
|
Sales Details |
Enrollment/Reinstatement/Upsell or Downsell |
|
PYMT Details |
Enter if reinstatement fee was
waived and payment method on file. |
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