Introduction

Assured Saving LLC (“Assured Saving,” “we,” “us,” or “our”) operates a call center located at 100 Duffy Ave, Suite 510, Hicksville, NY 11801, USA. As an authorized retailer for leading internet carriers in the United States, our business model focuses on receiving inbound calls generated from our website, assuredinfinitysaving.com. Our agents guide customers through comparing internet carriers and plans.

This policy outlines our practices regarding the recording and monitoring of telephone calls in our call center, ensuring compliance with federal and state laws across the United States. Our primary goal is to ensure transparency, protect customer privacy, maintain service quality, and train our agents effectively.

Scope of this Policy

This policy applies to all telephone calls handled by Assured Saving LLC call center agents, including:

• All inbound calls received from customers.

• Any permissible outbound calls made by our agents.

• All personnel involved in call handling, monitoring, and management.

Purpose of Call Recording and Monitoring

Assured Saving LLC records and monitors calls for the following legitimate business purposes:

• Quality Assurance and Training: To ensure that our agents provide accurate information, excellent customer service, and adhere to company policies and procedures. This helps in continuous improvement of our services.
• Agent Performance Evaluation: To assess agent effectiveness, identify areas for improvement, and provide targeted coaching.
• Compliance and Legal Obligations: To verify adherence to legal, regulatory, and contractual obligations, including this policy, and to maintain a record for potential dispute resolution or legal requirements.
• Verification of Information: To verify details of conversations, customer inquiries, and commitments made during the call.

Consent for Call Recording and Monitoring (Jurisdiction of the United States of America)

The legality of recording telephone conversations in the United States varies by state. States generally fall into one of two categories regarding consent requirements:

• “One-Party Consent” States: In these states, only one party to a conversation (which can be the recorder, i.e., Assured Saving) needs to consent to the recording.
• “Two-Party Consent” (or “All-Party Consent”) States: In these states, all parties to a conversation must consent to the recording.

Assured Saving LLC operates under an “All-Party Consent” approach to ensure compliance across all states. This means that we will always provide clear notice to all parties that a call may be recorded or monitored.

Notice of Recording:

Before any call begins, all callers will hear an audible announcement stating: “This call may be recorded for quality assurance and training purposes.” This notice serves as our method of obtaining consent. By continuing on the line after hearing this announcement, the caller is deemed to have consented to the recording of the call.

Agent Acknowledgment:

Our agents are also aware and consent to their calls being recorded and monitored as part of their employment with Assured Saving LLC.

Call Handling Procedures & Permissible Outbound Calls

• Inbound Calls: Our primary mode of operation is inbound calls. Customers call us directly from information obtained on assuredinfinitysaving.com.

• No Unsolicited Outbound Calls, Texts, or Emails: Assured Saving LLC does not solicit or initiate any automated calls, text messages, or email communications for marketing purposes.

• Limited Outbound Follow-up: Outbound calls are strictly limited and are only permitted under the following conditions:

  • There must be an initial inbound call from the same phone number within the preceding 30 days. This ensures that the outbound call is a direct follow-up to a recent customer-initiated interaction.

  • All permissible outbound calls will adhere to the local time of the recipient, and will only be made between 9:00 AM and 6:00 PM local time.

  • Agents will clearly identify themselves and Assured Saving LLC at the beginning of any outbound call.

Call Center Operating Hours

Our call center operates during the following hours (Eastern Standard Time):

• Monday to Friday: 9:00 AM ET to 9:00 PM ET.

• Weekends (Saturday & Sunday): 10:00 AM ET to 6:00 PM ET.

Data Storage and Retention

• No Customer Sensitive Data Stored on Website: As stated, assuredinfinitysaving.com does not support online transactions and does not store or process any sensitive customer data (e.g., credit card information).

• Call Recording Storage: All call recordings are stored securely for a period of five (5) years from the date of the call.

• Security Measures: Call recordings are stored in secure, access-controlled environments with appropriate technical and organizational safeguards to prevent unauthorized access, disclosure, alteration, or destruction. Access to recordings is restricted to authorized personnel only, based on business need-to-know.

• Redaction of Sensitive Data: While our agents do not collect sensitive customer data (like credit card numbers), in the rare event that any sensitive information (e.g., social security numbers, health information) is inadvertently disclosed during a call, we maintain the capability and commitment to redact or mask such sensitive data within the recording to protect customer privacy before it is stored or accessed.

Customer Rights and Opt-Out

• Right to Refuse Recording: While our policy requires all calls to be recorded for the purposes stated, customers who do not wish to be recorded may terminate the call at any time after hearing the recording notification. In such cases, customers can choose to contact Assured Saving via email at digital@assuredsaving.com or by visiting us at 100 Duffy Ave, Suite 510, Hicksville, NY 11801, USA.

• Access to Information: Customers may request information about our call recording practices by contacting us through the methods provided below.

Compliance and Policy Violations

All Assured Saving LLC employees are required to adhere strictly to this policy. Any violation of this policy may result in disciplinary action, up to and including termination of employment.

Reporting Violations: Any suspected or actual violations of this policy should be reported immediately to:

• Email: digital@assuredsaving.com

• Phone: (833) 264-8068

Policy Review and Updates

This Call Recording and Monitoring Consent Policy will be reviewed annually or as needed to ensure ongoing compliance with all applicable federal and state laws and regulations concerning call recording and privacy in the United States.

Contact Us

For any questions or concerns regarding this Call Recording and Monitoring Consent Policy, please
contact us:
Assured Saving LLC, 100 Duffy Ave, Suite 510, Hicksville, NY 11801, USA
Phone: (833) 264-8068 Email: digital@assuredsaving.com