Monitoring/Recording Disclosure

*Effective Immediately 11/25/2024

Moving forward, please use the following opening for your Monitoring/Recording Verbal Disclosure:

"Hi this is [NAME] from California Care on a recorded line..."

The delivery of the updated opening should feel a bit more natural. You may jump right into your dialogue right afterwards. We no longer require mentioning the possibility of the call being monitored since all calls are recorded by default.

To ensure compliance, it is MANDATORY for ALL CCC Team Members taking or making a call to provide the updated disclosure.

You must provide the above disclosure at the beginning of ALL Incoming or Outgoing calls. If a new caller joins an ongoing call in which the Disclosure was already provided, a new Disclosure must be provided to the newly joining party. The Disclosure must be verbally read at the beginning of each new call, each time, without exception. Monitoring/Recording Disclosure does not have to be mentioned for Internal calls with CCC Team Members unless there is a third party also on the call.

Failure to provide Monitoring/Recording Disclosure at the beginning of ALL calls will result in disciplinary actions.

This Policy, like all PPAs (Policies/Procedures/Announcements) are being actively monitored and enforced by CCC's Quality Control Department.

We appreciate your cooperation in helping CCC stay compliant with call-center regulations.

11/04/24 Update

All calls are now not only monitored, but also recorded. To ensure compliance, it is

MANDATORY for ALL CCC Team Members taking or making a call to provide the following disclosure:

"Please be advised that this call may be monitored or recorded for quality assurance purposes."

You must provide the above disclosure at the beginning of ALL Incoming or Outgoing calls. If a new caller joins an ongoing call in which the Disclosure was already provided, a new Disclosure must be provided to the newly joining party. The Disclosure must be verbally read at the beginning of each new call, each time, without exception. Monitoring/Recording Disclosure does not have to be mentioned for Internal calls with CCC Team Members unless there is a third party also on the call.

Failure to provide Monitoring/Recording Disclosure at the beginning of ALL calls will result in disciplinary actions. This Policy, like all PPAs (Policies/Procedures/Announcements) are being actively monitored and enforced by CCC's Quality Control Department.

We appreciate your cooperation in helping CCC stay compliant with call-center regulations.