Notes

CALL FLOW SCRIPT FOR CABLE BOX ACTIVATION.

S1-START OPENING SPIEL.
Acknowledge, Empathize and Reassurance.

Hi, I appreciate your patience holding on the line thank you for choosing XFINITY my name is Ronnel.

And our system shows that your calling for XBOX CABLE activation is this correct?
How may I help you today?
Can you tell me more about your concern?

OH! I apologize for the inconvenience that is not the kind of experience we want our customers to have but don't worry you have me on the line and I will resolve your concern.

S2-SOLUTION
ASK PROBING QUESTIONS

TV ACTIVATION

X1

Before we proceed, we'll check some physical connections first, then I'll walk you through the On-Screen Activation Process. Afterwards, we'll test the remote control and pair to the box if necessary.

Flex

Before we proceed, we'll first need to check if the modem is online since our wireless boxes are dependent on Internet. Then we'll use XFINITY APPLICATION to activate your flex box. Lastly, we'll check if the remote is working prior to ending the call.


REMOTE CONTROL

Remote Issues

I understand that you are excited/upset.
Allow me to check things we can do to make sure that you can resume your favorite TV shows. We'll run some steps and check for our options as we fix your remote - I am with you all the way.

X1

1. Has this box worked before?
2. How did you receive the box?
3. What do you see on your screen?
4. (If disabled in CSG)
Is this an additional box, or is this a replacement box?


LEGACY

TV

POWER - CONNECTION - INPUT - SIGNAL

DTA and HD DTA: Channels are available right away except Guide which takes 15 minutes

DCT, HD DCT, HD DVR: Box will reset. Customer still sees OMP. Flip channels to see live TV Channels. || On Demand, PPV, Guide will be available within the next 2 hours.

X1

TV

X1: POWER - CONNECTION - INPUT - On Screen Activation.
Welcome. Bienvenido. Bienvenue -> Welcome Powering Up -> Select a Language -> Voice Guidance -> Verify the Phone Number -> Downloading your Main Menu -> Name your Device -> Transition Screens -> Pair Remote -> Program Remote to Audio Device/TV -> Activated

S3-SELLING

XFINITY APPLICATION PROMOTE.

TV

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 we've prepared to say thank you for continuing business with us.


X1

For X1: Since you have X1 box, you may also use Xfinity Stream App on your phone to make sure you can watch your recordings on the go.



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.