Background: An EverBright customer requests to be removed from all marketing communications. The customer states that they are on a Do-Not-Call (“DNC”), Do-Not-Email (“DNE”), or Do-Not-Mail list and were contacted, or they state they have previously requested to be added to the EverBright Internal DNC lists and continue to be contacted.
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If the person making the request is a customer:
DNC request response: “EverBright does not engage in outbound telemarketing, but we will make a note of your request. You will continue to receive calls from us regarding your project, account, and billing.”
DNE request response: “EverBright does not send marketing emails. Any emails you receive from our mailing list contain an opt-out link. Please opt out or unsubscribe using that link. You will continue to receive EverBright communications regarding your project, account, and billing.”
If the person making the request is NOT a customer:
DNC request response: “EverBright does not engage in outbound telemarketing, so we do not currently maintain a do-not-call list. Can you please provide some information so we can appropriately investigate whether telemarketing calls are being made on our behalf?
Create a Jira ticket and include the following information:
The phone number that received the call.
The caller ID number.
Representatives and/or company names mentioned in the call.
Was there a live person on the line or was it pre-recorded?
Any other details about the call.
Tag your supervisor in the ticket for further investigation.
DNE request response: “EverBright does not send marketing emails. Any emails you receive from our mailing list contain an opt-out link. Please opt out or unsubscribe using that link.”
Do Not Contact Status
Agents should NOT use the DNC button in CXone.
The agent should escalate to a resolution specialist if they believe a customer should be placed in a DNC status in CXone.
Create a Jira ticket.
Include the customer's full name.
The
Create a case in Salesforce
Request Type
Account Management: Account Information Update
Create a case assignment for the Customer Support Resolution Team
Referral Reason
Per SOP
Referral Comments
Customer request to be placed on a DNC
Provide the phone number that received the call.
The caller ID number.
Any other details about the call.Tag Resolution (Berenice Peralta Eric Suarez Nehemiah @ EverBright).
EverBright will honor all Do Not Contact Requests.
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