Notes

Common IVR Concerns



What It Might Sound Like




“It took too long for me to
speak to an actual person.”



“We understand your time is valuable, so our automated system is designed to attempt
to resolve your concern right away. If it’s unable to, it’ll route you to an expert like me,
and I’ll do everything I can to assist you in a timely manner.”




“Why did your automated
system offer me a callback or
have me wait on the line while
it reset my equipment!”



“The automated system is designed to provide quick resolution for many of our
customers concerns. If it is unable to resolve your service issue, it will jump start the
repair process prior to being connected to an agent. This way you can spend less time
on the phone with us and more on time on the items that matter to you.”




“Your automated system
didn’t understand what I was
saying. It didn’t recognize my
responses.”



“Thank you for sharing this feedback with me. I know it can be frustrating when an
automated system does not recognize your responses. I recently had a similar
experience when I called a company and realized that my background noises were
interfering. Many factors can have that impact. We are constantly improving the
efficiency of our automated system. I’m confident your next experience will be better,
and I’m glad that you got me on the line to take great care of you today.”




I want a person to handle my
concern, not your automated
system.”



“I enjoy helping my customers and fully understand where you are coming from. We
always want to be mindful of the time and energy it takes for you to call in. Many of our
customers’ issues/concerns can be conveniently handled by our automated system. It
attempts to resolve your issue or concern, so you don’t have to take more time out of
your day to speak to an agent.”




Why do I have to provide so
much information to your
automated system before I
can speak to someone?”



”I appreciate your question and am happy to answer it. Our automated system
completes the verification process and gets preliminary information from you to transfer
you to an expert in the right department to handle your concerns. We’re mindful of your
time and privacy, so when you’re already verified by the automated system we’re able to
start assisting you right away. It looks like you are calling regarding…, is this correct?
How can I assist you?”




“It’s very difficult to make a
payment through your
automated system! Can you
take my payment?”



I completely understand you want it to be simple and easy to make your payment. Our
automated system is designed to ensure we keep your financial information secure. I’d
be happy to walk you through our available self-service options so you can make your
payment when it is convenient for you to do so. In addition to our automated system, you
can make your payment online or on the Xfinity My Account App 24/7.”




I didn’t hear an option on
your automated system to
help me with my question.
Can you assist me with…?”



I’d definitely want to speak to a live agent, too, if the automated system didn’t answer all
my questions. Many customer concerns fall into the categories of billing, technical
support, or other concerns. Our automated system routes you to the best department
based on the information provided, and we’re continuously making updates to capture
our customers’ unique needs. I realize the importance for you to speak to someone who
can properly care for your concerns. Rest assured, I’m the right person to assist you.
Please tell me more about…”




Your automated system just
sent me through a
continuous loop. I had to call
back in to speak to
someone.”



First, thank you so much for calling back in and being patient with our automated
system. A loop may occur when a response isn't recognized or the time allotted for that
response runs out, so your feedback really helps us make the right improvements. We're
continuously updating our automated system to make it easier for valued customers like
you. Rest assured, now that you have me, I'm committed to fully taking care of you
today.” ... "I see you’re calling about … ”

FOR RECAP

Mr. / Ms. Customer before I let you go, is there anything else that I can assist you with aside from this one?

Yes: Oh! No worries I would be more than happy to assist you with that.

No: I see. With that I just want to make sure that I've got everything covered today.



You called in because ___________, and what we did is to ___________. Can you now confirm that I have resolved your concern for today?

No: I am sorry to hear that Mr./Ms. Customer, but we will take this as a feedback to improve more with our customer service.

Yes: That's great to hear! Thank you so much for giving me a chance to help you out today.


And since you no longer have any other concern, then I don't want to take too much of your time. Once again this is ____________. I would appreciate any feedback regarding with service and experience that I have provided you today. Thank you so much for choosing Xfinity as your service provider. Please enjoy the rest of your day/night, keep safe always and bye for now.

XFINITY MOBILE
Planting Seed for (YES) Customers



Planting Seed for (NO) Customers


*I really appreciate your time answering all of my questions. The reason why I asked is because I see big savings that we can take advantage right now if we integrate Xfinity Mobile to your current services.


*"I really appreciate your time answering all of my questions. The reason why I asked is because I see big savings that we can take advantage right now if we integrate Xfinity Mobile to your current services. If you are busy at the moment, or need to thiink about it first - I can schedule a ring on your most convenient time while we check for the best offer for your account. Which phone are you interested getting soon if I may ask?



*You mentioned earlier that you're paying ____ for your mobile services with the subscription of _____, you can actually get the same subscription for only _____ every month! Which means, you'll be getting _____savings every month and _____savings in year! And with our BYOD option, you will be able to bring your own device, port your phone number at NO EXTRA COST!



Thank you so much for answering my questions - I hope to hear from you again soon."

Scenario





Suggested Spiels





Discussions (ACP )







Bonus Mobile Discount

Please review TLK20299-Bunos Mobile Discounts (NED)








“I have a different provider”







“I certainly understand your loyalty based on the good service that they have provided to you but Xfinity if better. Moreover, you can obtain that same level of service with us for far less out of pocket each month”.







“You can be qualified to get up to $30 credit every month if you qualify for Affordable Connectivity Program. Have you heard about that?







“Now that we have confirmed your box is working. Did you know that you can save up to $20 monthly and up to $240 for two years if you have your mobile services with us”.










“I am not interested at this time”







“I understand you. Please know that this is a way for you to save money and qualify for Xfinity Mobile service. You can save up to $240 discounts annually towards your internet service and a chance to get more discounts if you bring your own device. Let’s review real quick the qualifications and terms to be eligible. I am sure you’ll love it!



“Have you heard of the government subsidy discount of up $30 credit in your account and you can be an eligible customer?



“We can try to enroll to this government program and be qualified to get the credit every month. Let’s go to Xfinity.com/acp to apply!”







“Have you heard that when you sign up for mobile service with us and we can get you a $20 discount for two years with no contract?”

This is a rare opportunity and most of my customer love this average saving Mobile plan. Let me discuss the details with you”.








I’m on a contract”





“I totally understand! I wanted you to be aware of the service and the savings. Between trade-ins on current devices and monthly savings, many customers find real value Xfinity Mobile”.

This is an exciting offer which you can save more money and enjoy the best data options from Xfinity”. Let me discuss on how we can save up to $20 towards your internet bill with an estimated $240 savings every year.







“You can still get the best service with Xfinity and enjoy a $30 discounts everyone once you qualify for Affordable Connectivity Program (ACP). Have you heard about this?”







“We have great promotions for you that can match what you pay from your current mobile services which is much cheaper and better. On top of that, we can get you a discount on your existing plan for $20 up to two years by signing up with Xfinity Mobile”.

Hello thank you for calling xfinity. May I know your first and last name please?
______
Thank you so much JESSICA. How are you today?


-Oh that's not good that you are seeing an increase on your bill,
let me check on it so I can help you with it.

-I apologize that you have been waiting for such a long time and
having trouble with automated system, I just want you to know that
the automated system will help us sort your concerns and be directed
on the right department.

PROBING QUESTIONS

-Did you change your package lately?
Where you able to pay the full amount on your previous bill?
-Do you happen to know if you are enrolled on a certain promotions which you think
will expire soon or expired already?
-Did you add or purchased another channel of another product?

-I totally understand the feeling of frustration seeing an increase on our bill
But don't worry JESSICA, you have me and I'm goin to help you with that.
I just need a few seconds to check your account.
So stay on the line with me, okay?

So, JESSICA upon checking your account here, ...... your bill increased because you're not able to pay last month.
Your total amount that needs to be paid is 220.36. I can assist you on that right away.

Okay so JESSICA it says here that your account is scheduled for soft disconnection on Jul 4.

I'm happy to be of help but by the way JESSICA may I know what is your current mobile provider?
How much are your paying?


Greetings
acknowkledgement (paraphrasing concern)
probing questions
resolve
pitch xfiionity mobile

recap
offer self service visit xfinity app
I don't wanna take up too much of your time