Why Document. Call Recording Disclaimer (002).pdf

Call Recording Disclaimer What is changing? All IVR’s have been updated with a standardized greeting and will include the call recording disclaimer. For Inbound calls advocates do not state the call recording disclaimer (for example, “on a recorded line”). The call recording disclaimer is only appl...

Call Recording Disclaimer What is changing? All IVR’s have been updated with a standardized greeting and will include the call recording disclaimer. For Inbound calls advocates do not state the call recording disclaimer (for example, “on a recorded line”). The call recording disclaimer is only applicable and should be stated on Outbound calls (this also includes dialer calls) or when a party joins while the call is already in progress. The EM team is adding this expectation to the current call recording disclaimer quality parameter: State that the call is being recorded for all outbound calls and when a third party joins the call while in progress. This will also be considered as fail if the advocate states a call recording disclaimer on Inbound calls as it's Call Recording Disclaimer (if applicable) already included on the IVR Why is it important to the work that you do? This may distance the patient/caller when stated again as they already heard the recording disclaimer as part of the IVR and there is no need to repeat. This aligns to our continued efforts in improving the patient experience and building a connection. Removing unnecessary scripting will also decrease the handling time of the call – this one may only be 1–2 seconds per call but that adds up to being impactful. Why is this important to our customers? Allows us to stay focused on the patient/customers’ experience and tie it back to our common purpose. What are your expectations to adapt to this change? Adapt to All Inbound Calls for all Process. Reference the QRG as needed What is the timeline for this change? Soft Roll Out: 09/16/2024-09/27/2024 (FYI/coaching notes for calls taking place during these 2 weeks) Go Live: 09/30/2024 (Graded as fail if applicable with this date of calls and forward - which will be when EMT starts audits on 10/07/2024)