Reminder: Customers who go idle may still be considered compliant if their response to the EECC includes statements such as “Yes, I approve” or “I approve.” //

Furthermore, agents may proceed with making the necessary changes or continue with the recontract on the customer’s account if the customer becomes idle during the EECC, provided that the response to the first question is “Yes, I approve” or “I approve,” and that the required CIS/CSS consents are recorded as “Yes.”