Call Flow - HMO Enrollment

OPENING

• Greeting – Offers help / Asks caller’s name

Greet the customer, name SafeLink Wireless and tell your name to the customer.

After the opening, either ask for the customer’s name or offer help.

Thank you for calling SafeLink Wireless. My name is XXXXX. Can I have your full name, please?

Thank you for calling SafeLink Wireless. This is XXXXX speaking. How may I help you?

• Confirms caller´s request / Assures help

Determine the caller´s concern and the scenario of the call.

Identify the reason of the call by using a paraphrase statement and, if necessary, ask probing questions. After that, state a phrase that works as assurance of help.

I will be glad to give you all the information you need to apply for the service…

INFORMATION

• Asks for zip code / Explains service availability

Gather the customer´s zip code and confirm if the service is available.

May I please have your zip code?

Unfortunately, the service is not available in your area but, if you wish, we can fill in a request for you to receive a notification as soon as we start offering the service…

• Requests Member ID number

After gathering the zip code, agents have to request the Member ID number that all HMO members should have.

Could you provide me your 9 digit member ID number, please?

• Explains Program/Income qualification and eligibility

Educate the customer about the qualification requirements. Make sure to inform the customer about the Program/Income qualification rule, and then ask questions to determine if he/she receives any government program, or if the benefit is under someone else´s name (son, daughter, spouse, tutee, dependent, etc.)

The first requirement for you to qualify is that you must be a participant in government programs such as FoodStamps, Medicaid, Supplemental Security Income… Do you participate in any of those?

Is this benefit under your name or someone else´s?

If the applicant does not have any government program, check if they may be eligible under Income qualification. In this case, verify how many persons they are in the family, and the monthly or annual income, according to the FPG tables.

You can still be eligible based on your income. Can I ask you how many people live in your household? Can you tell me approximately what your total monthly/yearly household income is?

• Explains one per household rule and eligibility

Educate customers that if somebody else already has a landline or another cell phone with Lifeline discounts, registered under that address in the same household, then they will not be able to get the Safelink Wireless Service.

One of the requirements is that you are not supposed to have another Lifeline benefit in the house. Do you or anybody else in your household have any other home phone or cell phone that receives Lifeline discounts or government discounts?

• Provides mandatory state disclosure correctly

Inform the caller about the service, including all the following items:

• no shipping charges
• free minutes
• chance to buy prepaid cards

Ok. So let me tell you about the service that you will apply for. The service provides an amount of free cell phone minutes every month. If you run out of minutes, you can buy TracFone Cards. The shipping is free.

NEW APPLICATION

• Creates assumptive enrollment / Confirms if re-enrollment process is applicable

Proceed with the creation of the enrollment over the phone. If the caller is an existing customer, verify if the customer still has the phone and if it is functional.

Let´s start creating your application over the phone. Keep in mind that the total process may take up to 30 days.

Do you still have your Safelink phone? Is it working properly?

• Gathers and confirms caller´s information

Ask the caller about the mandatory pieces of information required to create an application.

Address (temporary/permanent): gather the applicant´s full address and check spelling, if necessary.

Could you please provide me your physical address? Is it permanent or temporary?

Applicant Personal Information (Name, Date of Birth, Social Security number): collect the applicant´s personal information. Check the full name spelling in order to avoid typos.

May I please have your name? Is that your legal name?

Can you tell me what your date of birth is?

Can I have the last four digits of your Social Security number?

Program/Income Certification: choose the correct option depending on the applicant´s qualification type.

And you told me you have Foodstamps, right?

So, your monthly/yearly income is X, and there are X persons living in your house, is that correct?

Language: select the option that will determine the language of all the documentation that will be sent to the customer.

• Gathers and confirms enrollment information

Gather the rest of the applicant´s information. The agent should ask for most of these pieces of information and include it on the enrollment, if applicable, although it is not mandatory to fill in these sections in order to be able to submit the application.

Shipping Address: the agent should ask for this piece of information only if callers indicate or suggest that they have a shipping address; otherwise, this information should not be asked upfront.

Benefit Recipient Personal Information: the agent should ask for this piece of information if the caller indicated that someone else is receiving the government benefit when providing the information about the Program Participation requirement.

Contact Information: try to gather a phone number from the customer and enter it to the correct contact information field.

Do you have any contact number?

Is this your home phone number?

Have you been referred by a friend?

May I the first name and last name of the customer who referred you?

Can I also get his Safelink Wireless number?

In case your application gets Qualified, you will receive one-time 30 minutes bonus on your monthly minutes delivery, and your friend will get a one-time bonus of 100 minutes…

Privacy Law: applicable only if applicants provide their home phone number as contact information.

Would you like to receive prerecorded messages regarding special offers for SafeLink customers and promotional offers from TracFone at the home telephone number provided in the Contact Information?

Customer information: for Re-enrollments, and only if applicable.

May I please have your Safelink phone number so we can reactivate it after this process?

• Explain plan

For Feature Phone:

You will receive 500 minutes every month and unlimited text messaging incoming or outgoing. Free Voicemail, Caller ID and Call Waiting. This plan includes local calls and national long distance calls, but does not include International calls. You will also have free 911 calls, even without minutes, as well as free 411 Directory Assistance calls. Roaming at no additional cost. The monthly minutes do not roll over.

For Smartphones:

You will receive 350 minutes, unlimited text messaging and 500 Megabytes of free data every month. Free Voicemail, Caller ID and Call Waiting. This plan includes local calls and national long distance calls, but does not include International calls. You will also have free 911 calls, even without minutes, as well as free 411 Directory Assistance calls. Roaming at no additional cost. The monthly minutes do not roll over.

For BYOP:

You will receive 350 minutes, unlimited text messaging and 500 Megabytes of free data every month. Free Voicemail, Caller ID and Call Waiting. This plan includes local calls and national long distance calls, but does not include International calls. You will also have free 911 calls, even without minutes, as well as free 411 Directory Assistance calls. Roaming at no additional cost. The monthly minutes do not roll over. 1Gigabyte of free data for the first 3 months of service and 500MB/month thereafter.

• Provides Enrollment ID

Educate the customer about the Enrollment ID after creating the application. Inform that this number will be used for future references, to access the account online or over the phone.

Let me give you your Enrollment Id, please take note of it. This is the number that you will use in case you need to call us back to check the status of your application. Do you have pen and paper? Your Enrollment Id is XXXXXX

FORM OPTIONS AND PROCEDURES

• Educates about application form procedures

If the customer does not accept the Enrollmenet recording, inform about the application form and how to fill it in before sending it back:

• Do not modify: if there is a typo or incorrect information on the form, the customer must call us so we can edit the information on our end, for it to match with the data the customer will edit on the form. If necessary, a new form will be sent out to the customer.
• Sign: the application must be signed.
• Date: the customer will have to include the date on the form.
• Accept the disclosures: all the disclosures must be accepted for the application to be approved. The customer will have to place a checkmark on each statement.

Please review the form, make sure all the information is correct and accept the legal disclosure. If you see any misspellings, do not modify anything and please give us a call back, so that we can edit that information. This way, we avoid any confusions or delay on the approval of the application. If all the information is correct, please sign the form, date it and send it back…

• Educates about form submission methods

Make sure to mention mailing, faxing and online options to submit documentation proof (MMS and e-mail can also be offerd.)

You may use the envelope where you received your application, in order to send it back

To expedite the process, remember that you can fax your application at 1-866-902-5756.

Make sure to include your EID on top of every page you are faxing, so we can know it belongs to your account.

If you have a fax machine or fax number where you can receive documents, we can send them by fax…

You can also upload this documentation online, and this way the process will be much faster…

• Explains applicable timeframes

Inform about the timeframes that apply according to the form submission method selected by the customer.

CLOSING

• Recap – Offers additional help

Make sure you resolved the customer’s issue. Before you finish the call, provide a brief recap about the actions taken during the call, in order to make sure the customer does not have any other doubt or question. This way you can confirm the customer is not going to call back unnecessarily.

Alright, we have created an account for you, and you already have your enrollment ID number. Remember that once we receive the papers back, it will take from 7 to 10 business days for you to get the phone

• Closes call correctly

Once the call is finished and after confirming that there are no further concerns or actions that need to be taken, you can proceed with the closing.

Then thank you for calling Safelink Wireless, and have a great day

Thank you for contacting us. Have a good day

• Adds correct interaction notes

It is mandatory to leave an interaction note when creating a new enrollment and every time we access an enrollment.

The note should include the name of the person calling, the reason of the call, the resolution and any additional information you think it will be useful for another agent if the customer calls back. You can use standard abbreviations.