Our comprehensive agent dashboard just keeps getting better! We’re excited to introduce CallVault to your collection of proprietary sales tools within the Ritter Platform. This enhancement allows you to record and store all sales calls with Medicare beneficiaries easily and securely.
As you’re likely aware, The Centers for Medicare & Medicaid Services (CMS) is enforcing a new sales call recording requirement for all Medicare agents and brokers. As a solution, our in-house development team has created an easy-to-use call recording experience.
Here’s how CallVault satisfies this challenging compliance requirement!
Simply Record Outbound and Inbound Sales Calls
CallVault equips agents to record and store both outbound and inbound sales calls, including Scope of Appointment (SOA) collection and plan presentations. You can seamlessly access the outbound calling capability through the Platform’s Clients tab and generate an inbound phone number in seconds from your agent profile.
Note: In order to make or receive calls using CallVault, you must have a valid phone number listed in your Platform account.CallVault is available today to all registered agents.
Making Outbound Calls
Starting an outbound recorded call is as easy as three steps:
- Log into the Ritter Platform
- Enter the Clients tab
- Click the Headset icon next to the phone number listed under Phone or Mobile in your client list
Behind the scenes, call recording is completed through the use of the trusted third-party recording app, Twilio. Once you initiate a call through a client’s record in the Platform and click Start Recorded Call, the app sets up a recorded line. This call flow is a simple process.
- Twilio calls you, the agent
- You accept the call and press a keystroke to prompt connection to your client
- Twilio calls the client
- Client accepts the call and recording
At the beginning of an outbound call, you must read a mandatory notice that informs the client that the call is being recorded. The Platform prompts you to provide this necessary notice and collect an SOA if you don’t have one already.
Once the call ends, the recording is stored in the new Call Logs tab within the client’s record. This is where you can access and manage the client’s recorded calls.
Pro tip: Load your clients’ phone numbers into the Clients tab so you’re prepared to quickly use CallVault for outbound calls!
Receiving Inbound Calls via a Generated Number
Recording your inbound calls is just as easy, if not easier, than outbound! All you need is to do is generate your CallVault phone number.
Once logged into the Platform, access your agent profile by clicking your name in the top-left corner of the page. Select Edit my Profile and click the Generate Number button.
Any time a client dials this generated number, a recording is started upon answering the call. Once the call is closed, the recording is stored in the Calls tab located at the top of the Platform’s main view. All inbound call recordings are located here and not automatically assigned to a client. Because of this, it’s essential that you keep your Calls tab organized and assign recordings to their prospective client as soon as possible. Doing so is quick and easy:
- Enter the Calls tab
- Click on the Arrows icon next to the recording and search for the client
- The call recording will then be moved to the Call Logs tab within the client’s record
If the call is from a new client who doesn’t have a client record yet, click the Person icon to create a new record.
Additionally, you can assign and reassign this number to forward ring to any number within your Platform profile, such as your mobile or office number.
Pro tip: Be sure to update your marketing materials to feature your CallVault phone number!
Please note that, should a client call you via a phone number other than your generated CallVault number, the call will not be recorded and stored in the Platform. Should this happen, you can either:
- Call the client back from the Platform following the CallVault outbound process
- Politely ask the client to hang up and call you back using your CallVault number
Check out our helpful videos to see inbound and outbound calls with CallVault in action!
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We’re eager for you to use CallVault and find out how easy it is to adhere to the call recording mandate. Meeting the expectations and guidelines of CMS is imperative and that’s why we’re dedicated to making sure you have reliable tools available to help you do so. If you’re not partnered with us yet, registering on RitterIM.com is simple and free and unlocks this feature and so much more!
*The CallVault compliant call recording feature is available today to all agents registered with RitterIM.com. For agents contracted and producing through Ritter, there is no cost to use this service. Agents without a current contract through Ritter are granted cost-free access to CallVault on the Ritter Platform for a limited trial period through the 2023 contract year.