Notes

CALLFLOW FOR PHONE ACTIVATION.

S1-START
OPENING SPIEL.
ACKNOWLEDGE,EMPATHIZE and REASSURANCE.

Appreciate your patience holding on the line. Thank you for choosing Xfinity, my name is _____ and our system shows that you are calling regarding _____. Is this correct?

IF ISSUE IS NOT CLEAR: Can you tell me more about it?

TONE:
Jolly/Happy

I appreciate you bringing this to our attention. I'll exhaust everything to resolve your concern about ________,so ___. I'll be your partner and resolution expert.

TONE: Irate/Dissatisfied

First and foremost, this is not the experience we want you to have. I'll exhaust everything to resolve your concern about_______ so__. Allow me to correct things for you.

S2-SOLUTION
ASK PROBING QUESTIONS.

PHONE ACTIVATION

We'll first check the connection and power of the modem. Once activated, we'll be doing some test calls to see if the phone is working.

General Inquiry(Unfamiliar Topic, etc.)

You know what, that's a really good question! I want to make sure that I provide you with the correct information so please allow me to check all of my resources to ensure that the information I will provide is correct. I promise this wouldn't take long, and I will get back to you to provide updates.

PHONE

Voice

1. Can you please confirm the telephone number you want to activate?

2. Was it working before or is it the first time you're going to activate the modem?

Voice

Check if a rate code called NUMPORT is in ACSR to determine if Ported or Native.

1. Run ITG
2. Run XPG - Select IMS
3. Query - Add TN
4. Get details from CSG (CMMAC/MTA MAC/Modem Make and Model)
5. Activate

Query until Registered Normal Normal appears on the screen.

S3-SELLING

XFINITY APPLICATION PROMOTE.

By the way, I just want to highlight that you can use our AMAZING Xfinity Application to control the WIFI experience of the users inside the house. You could change the WIFI name and password, configure the settings, and also pause devices from using the internet when it is meal time or sleep time. Inside the app is Xfinity Rewards where you can find your current rewards and free perks we've prepared to say thank you for continuing business with us. In case you are outside your house, you may connect to Xfinity Wifi Hotspot using your Xfinity Email's username; these are xfinity customers - exclusive hotspots so you are connected to the internet at all times.


While we're running some diagnostic checks, would you mind if I ask a few questions?

Are you currently subscribed to any mobile carrier services? How's your experience so far?
How much are you paying per month?
Is that unlimited data?
If I could give your lower mobile data plan rates, and give you monthly discount on your Internet bill – would you be interested switching data provider?

S4-SUMMARIZE.
CLOSE STRATEGY
CLOSING SPIEL.

Is there any Xfinity-related concern I may help you with? Alright - just a quick recap - today you called in to_____ and we discovered that ____so we ____ Can you confirm that this resolves your concerns today? {pause for response} Great! I'll now tag your ticket as resolved. I would sincerely appreciate any feedback on the service and experience I have provided you today. Appreciate your kindness, again this is ___ from Xfinity. Good bye.