Notes

new modem
no aer statement
no power words
sounds transactional
used the itg/followed itg steps
own it behavior
asked lifestyle questions, offered XM
provided recap.




OneCTI tool

Natl Call Transfer Guideliness

2 Types:
warm trsnfr 30secs
cold trnsfr more than 30sec

How you transfer the call (warm or cold) is determined by Estimated Wait Time (EWT):

If EWT is 30 seconds or less – warm transfer. The call is then handed off to a live agent.
Notes:
When completing a warm transfer, remember to wait at least 30 seconds on the line with the customer before releasing the call to the receiving team.
The Cold Transfer button may be disabled.
If EWT is greater than 30 seconds – cold transfer. The call is then transferred into the queue.
There are times a warm transfer is necessary for the customer experience despite the EWT. Agents should use their best judgment based on the customer conversation and ask a supervisor for guidance if necessary.
If no EWT is presented – cold transfer unless you think a warm transfer would be in the best interest of the customer experience. Agents should use their best judgment based on the customer conversation and ask a supervisor for guidance if necessary.

Explain why you plan to transfer the call and ask for the customer's permission.
Suggested Message: "Thank you for allowing me to assist you today. I will need to transfer you to a specialized [type of expertise] agent as I handle [type of expertise] type of calls. I will explain your issue to them before I transfer you so they are ready to assist. Is there anything I can assist you with related to [current agent’s area of expertise]?"

If yes, assist the customer, then transfer
If no, ask: “May I place you on hold briefly while I do that?"
Wait for the customer to respond.
Verify authentication has been captured per our Caller Authentication Policy.

What To Do When Warm Transferring
*Add a note to the account on why the customer was transferred.
*Announce your name and your call center function to the receiving agent.
*Provide detailed information about the customer's issue before transferring the call.
*Confirm the receiving agent has the account information visible.
*Confirm the customer has/hasn't been authenticated (should be in most cases).
Confirm the receiving agent is skilled to assist.
Suggested Message: "Hi, this is John from the Sales Center. I have Mrs. Smith holding who needs help with getting online. The account number is 11111111111 and she has/hasn't been authenticated. Do you have the account up and may I connect her to you?"
Once the receiving agent confirms they are ready to take the call, transfer the customer.

When Receiving a Warm-Transferred Call
Always verify you have the correct account open.
Always verify the transferring agent did authenticate the customer (transferring agent should inform you) to avoid multiple requests for this information.
Greet the customer after they are sent through.
Suggested Message: "Hello Mrs. Smith, thank you for your patience, my name is Bob and I understand you are experiencing issues getting online. I will be able to assist you moving forward."

Call Type Transfer To OneCTI Destination Destination Queue
Payment via the IVR IVR Payment N/A
Qualified Payment Arrangement in the IVR IVR Payment Arrangement N/A
Account Management Questions Billing Account Management
(Non Xfinity Mobile Account Management) Billing Account Management
Restart of Service within 90 Days
(Non-Pay Restart Policy)
New Installations (non-subscriber) New Customer Sales Inbound Sales
-or- Restart more than 90 Days
Moves and Transfers Sales Move Within Region Inbound Sales
Add a Line of Business New Line of Business (routes to sales) Inbound Sales
Disconnect Disconnect Customer Solutions
Downgrade (REMOVE Service from Existing LOB) Downgrade Customer Solutions
Xfinity Home Account Management Xfinity Home Billing Xfinity Home Center of Excellence
Xfinity Home Technical Xfinity Home Technical Xfinity Home Center of Excellence
Purchase Xfinity Home or add Xfinity Home Equipment Xfinity Home Sales Inbound Sales
Xfinity Home Only Disconnects Disconnect Customer Solutions
Downgrade Xfinity Home Downgrade Customer Solutions
Purchase Xfinity Mobile Mobile Sales (for Advanced Repair only) Inbound Sales
Xfinity Mobile Account Management Mobile Care Xfinity Mobile Center of Excellence
Xfinity TV Repair or Legacy TV Box Issue Video Technical Tier 1 Repair
X1 Repair Issue X1 Tier 1 Repair
Xfinity Voice Technical Issue CDV Technical Tier 1 Repair
Xfinity Internet Technical Issues HSI Technical Tier 1 Repair
Getting Started kit GSK Activation IVR Getting Started kit
Wireless Gateway Wireless Gateway Repair Tier 1 Repair
Internet Essentials Internet Essentials Internet Essentials Center of Excellence
New or Existing Customer signing up
Internet Essentials Disconnect or Downgrade Internet Essentials Retention National Retention
Xfinity Internet Prepaid Xfinity Internet Prepaid (5/22/22) Internet Prepaid Center of Excellence
Sales - Xfinity Internet Prepaid Xfinity Internet Prepaid Sales Internet Prepaid Center of Excellence
Technical - Xfinity Internet Prepaid Xfinity Internet Prepaid Technical Internet Prepaid Center of Excellence