Do Not Solicit (DNS) - Script and Procedure on CSR

People that do not want to receive mail from Safelink will be calling a special DNS (Do Not Solicit) queue requesting to be removed from our contact list. The number to call is 1-888-493-0768.

Agents on this queue will fill in a spreadsheet including the caller´s complete name, their full address and, if available, their HMO member ID. They will provide this spreadsheet to their supervisors on a daily basis.

• Agents on this queue will confirm that the reason of the call is that someone wants to be removed from our mailer list.

• If callers state that They do not want to be contacted by Safelink via mail, agents will place a Do Not Solicit request by filling in a spreadsheet with the caller´s or claimant´s information:

• Full Name: the full name of the person that does not want to receive mail from Safelink

• Full Address: the complete address at which no mail should be sent anymore

• HMO Member ID: if available, the agent will request the HMO Member ID of the person that does not want to be contacted any more

• Center: the center where the call was handled (HN, IN or PH)

• The agent will explain to the caller that the request has been placed and that it may take up to 30 days for that request to take effect. Even though currently there are no mailer campaigns, the claimant may still receive mail from us within that timeframe.

• By the end of every day, agents will forward the spreadsheet to their supervisors.

Script

• Opening:

Thank you for calling Safelink Wireless, my name is XXXX. How may I help you today?

• Confirm the reason of the call:

Yes, I can help you with your concern. I will take note of your information to request the mailing cancelation

• Indicate callers that we will place a request for them not to receive more mails:

I will take note of your information in order to request the cancelation of the mailing to your address

• Gather the caller´s information to fill in the spreadsheet:

May I please have your full name?

And may I have the address where you received these papers?

Do you have any Member ID?

• Inform the caller about the timeframe for the Do Not Mail request to take effect:

I will send the request. Please take into account that it might take up to 30 days for it to take effect, so you may receive another mail in your address within that timeframe…

• Offer additional help:

Is there anything else I can assist you with?

• Close the call:

Thank you very for calling Safelink Wireless. Have a great day.

• Select the correct disposition: DNS – Request.