Steps for a Verbal Opt-In Process
1. Initiating the Opt-In Request:
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Greeting and Introduction:
- Begin with a friendly greeting and a brief introduction of yourself and your company.
- Example: “Hello, this is [Your Name] from NightOwl Consulting.”
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Explain the Purpose:
- Clearly explain that the purpose of the SMS messages the customer will receive is solely for updates regarding the submitted complaint
- Example: “As part of our complaints management process, we will keep you informed with updates and notifications via text message.”
2. Obtaining Consent:
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Explicit Request for Consent:
- Ask for the customer’s explicit consent to receive SMS messages.
- Example: “Do I have your permission to send you text messages at this phone number?”
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Provide Details:
- Inform the customer about the type and frequency of messages, any potential costs, and how to opt-out.
- Example: “We will send you no more than 5 messages per month. Standard messaging rates may apply. You can opt-out at any time by replying STOP to any message.”
3. Confirming Consent:
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Verification:
- Repeat the consent and key details to ensure the customer understands.
- Example: “Just to confirm, you agree to receive text messages from NightOwl Consulting at this number, understanding that you can stop these messages at any time by replying STOP. Is that correct?”
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Documenting Consent:
- Record the customer’s verbal consent, including the date and time.
- Example: “Thank you for your consent. We have recorded your preference, and you will start receiving messages shortly.”
4. Sending Confirmation:
- Follow-Up Message:
- Send a confirmation SMS to the customer, reiterating the consent and opt-out instructions.
- Example SMS: “You have successfully subscribed to NightOwl Consulting SMS updates. Reply STOP to unsubscribe at any time.”
5. Managing Opt-Out Requests:
- Easy Opt-Out Process:
- Ensure customers can easily opt-out by replying STOP to any SMS.
- Confirm the opt-out and remove them from the messaging list promptly.
Compliance Considerations:
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Regulatory Adherence:
- Ensure the verbal opt-in process complies with relevant laws and regulations, such as TCPA.
- Maintain records of consent for auditing and compliance purposes.
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Privacy and Data Security:
- Assure customers that their personal information will be handled securely and not shared with third parties.
Example Verbal Opt-In Script:
Representative: “Hello, this is [Representative Name] from NightOwl Consulting. We would like to keep you updated on the status of your complaint via text message. May we have your permission to send you these notifications?”
Customer: “Yes, that’s fine.”
Representative: “Great! Just to let you know, we will send you no more than 5 messages per month, and standard messaging rates may apply. You can opt-out at any time by replying STOP to any message. Do you agree to receive these messages at this number?”
Customer: “Yes, I agree.”
Representative: “Thank you! We have recorded your consent. You will receive a confirmation message shortly. Have a great day!”