Notes

Issue: Billing Issue DSL
Caller’s Name:
Phone No:
Email Address:
Best Callback No:
Verified By:
Resolution:cx has issues related to Billing. Since the cx has DSL, transferred the call to DSL CS
Access disclaimer: NA
Password disclaimer: NA
Pitched for VAS: NA
Name of Product Pitched: ____NA___ , Customer agreed – NA
Reason for not pitching for the sale: Transfer Call

Agent Name:
Indu Chaturvedula
Sitel,Hyderabad
________________________________________________________________________________________________________________________________
Issue: Internet issue DSL
Caller’s Name:
Phone No:
Email Address:
Best Callback No:
Verified By:
Resolution:cx is not able to access internet. Since the cx has DSL, transferred the call to DSL TS
Access disclaimer: NA
Password disclaimer: NA
Pitched for VAS: NA
Name of Product Pitched: ____NA___ , Customer agreed – NA
Reason for not pitching for the sale: Transfer Call

Agent Name:
Indu Chaturvedula
Sitel,Hyderabad
________________________________________________________________________________________________________________________________

Issue: Installation Issue DSL
Caller’s Name:
Phone No:
Email Address:
Best Callback No:
Verified By:
Resolution:cx has issues related to installation of services. Since the cx has DSL, transferred the call to DSL IS
Access disclaimer: NA
Password disclaimer: NA
Pitched for VAS: NA
Name of Product Pitched: ____NA___ , Customer agreed – NA
Reason for not pitching for the sale: Transfer Call

Agent Name:
Indu Chaturvedula
Sitel,Hyderabad
_______________________________________________________________________________________________________________________________
Issue: Billing Issue DIAL-UP
Caller’s Name:
Phone No:
Email Address:
Best Callback No:
Verified By:
Resolution:cx has issues related to Billing. Since the cx has Dial-up, transferred the call to DSL CS
Access disclaimer: NA
Password disclaimer: NA
Pitched for VAS: NA
Name of Product Pitched: ____NA___ , Customer agreed – NA
Reason for not pitching for the sale: Transfer Call

Agent Name:
Indu Chaturvedula
Sitel,Hyderabad
________________________________________________________________________________________________________________________________

Issue: Dial-up first time setup (same phone line)
Caller’s Name:
Phone No:
Email Address:
Best Callback No:
Verified By:
Resolution:cx wants to setup a dial up connection on his computer.Guided the cx through all the settings.
asked the cx whether he has a dial up modem.

-Start
-Control panel
-Network and internet
-network and sharing center
-Setup a new connection or network
-setup a dial up connection
>asked the cx whether he is calling from the same phone line.
>gave the access numbers to the cx

Since cx is calling from the same phone line, asked him to disconnect the call and offered a call back within the next 10 mins and once after disconnecting the call, aked him to connect to the network by clicking on Connect or dial what ever the option is.
****************************************************************************
Called back the cx and asked the cx whether he is connected to the internet
cx is able to access internet
Access disclaimer: YES
Password disclaimer: NA
Pitched for VAS:
Name of Product Pitched: _______ , Customer agreed – NA
Reason for not pitching for the sale:

Agent Name:
Indu Chaturvedula
Sitel,Hyderabad

________________________________________________________________________________________________________________________________
Issue: Dial-up first time setup(Alternate Line)
Caller’s Name:
Phone No:
Email Address:
Best Callback No:
Verified By:
Resolution:cx wants to setup a dial up connection on his computer.Guided the cx through all the settings.
asked the cx whether he has a dial up modem.

-Start
-Control panel
-Network and internet
-network and sharing center
-Setup a new connection or network
-setup a dial up connection
>asked the cx whether he is calling from the same phone line.
>gave the access numbers to the cx

Since cx is not calling from the same phone line, asked him to connect to the network by clicking on Connect or dial what ever the option is.
asked the cx whether he is connected to the internet
cx is able to access internet
Access disclaimer: YES
Password disclaimer: NA
Pitched for VAS:
Name of Product Pitched: _______ , Customer agreed – NA
Reason for not pitching for the sale:

Agent Name:
Indu Chaturvedula
Sitel,Hyderabad
_______________________________________________________________________________________________________________________________
Issue: Cx wants to get a new service with EarthLink.
Caller’s Name:
Phone No:
Email Address:
Best Callback No:
Verified By:
Resolution:asked the cx whether he had earthlink services before.
transferred the call to Sales
Access disclaimer: NA
Password disclaimer: NA
Pitched for VAS: NA
Name of Product Pitched: ____NA___ , Customer agreed – NA
Reason for not pitching for the sale: Transfer Call

Agent Name:
Indu Chaturvedula
Sitel,Hyderabad
_______________________________________________________________________________________________________________________________
Issue: Cancellation Issue DSL
Caller’s Name:
Phone No:
Email Address:
Best Callback No:
Verified By:
Resolution:cx has issues related to Cancellation of services. Since the cx has DSL, transferred the call to DSL saves
Access disclaimer: NA
Password disclaimer: NA
Pitched for VAS: NA
Name of Product Pitched: ____NA___ , Customer agreed – NA
Reason for not pitching for the sale: Transfer Call

Agent Name:
Indu Chaturvedula
Sitel,Hyderabad
_______________________________________________________________________________________________________________________________
Issue: Cancellation Issue IPBB
Caller’s Name:
Phone No:
Email Address:
Best Callback No:
Verified By:
Resolution:cx has issues related to Cancellation of services. Since the cx has IPBB, transferred the call to IPBB saves
Access disclaimer: NA
Password disclaimer: NA
Pitched for VAS: NA
Name of Product Pitched: ____NA___ , Customer agreed – NA
Reason for not pitching for the sale: Transfer Call

Agent Name:
Indu Chaturvedula
Sitel,Hyderabad
_______________________________________________________________________________________________________________________________
Issue: Cancellation Issue DIAL-UP
Caller’s Name:
Phone No:
Email Address:
Best Callback No:
Verified By:
Resolution:cx has issues related to Cancellation of services. Since the cx has Dial-up, transferred the call to Narrowband saves
Access disclaimer: NA
Password disclaimer: NA
Pitched for VAS: NA
Name of Product Pitched: ____NA___ , Customer agreed – NA
Reason for not pitching for the sale: Transfer Call

Agent Name:
Indu Chaturvedula
Sitel,Hyderabad
_______________________________________________________________________________________________________________________________
Issue: Billing Issue TWC
Caller’s Name:
Phone No:
Email Address:
Best Callback No:
Verified By:
Resolution:cx has issues related to Billing. Since the cx has TWC, transferred the call to TWC CS
Access disclaimer: NA
Password disclaimer: NA
Pitched for VAS: NA
Name of Product Pitched: ____NA___ , Customer agreed – NA
Reason for not pitching for the sale: Transfer Call

Agent Name:
Indu Chaturvedula
Sitel,Hyderabad
________________________________________________________________________________________________________________________________
Issue: Internet issue TWC
Caller’s Name:
Phone No:
Email Address:
Best Callback No:
Verified By:
Resolution:cx is not able to access internet. Since the cx has TWC, transferred the call to TWC TS
Access disclaimer: NA
Password disclaimer: NA
Pitched for VAS: NA
Name of Product Pitched: ____NA___ , Customer agreed – NA
Reason for not pitching for the sale: Transfer Call

Agent Name:
Indu Chaturvedula
Sitel,Hyderabad
________________________________________________________________________________________________________________________________

Issue: Installation Issue TWC
Caller’s Name:
Phone No:
Email Address:
Best Callback No:
Verified By:
Resolution:cx has issues related to installation of services. Since the cx has TWC, transferred the call to TWC IS
Access disclaimer: NA
Password disclaimer: NA
Pitched for VAS: NA
Name of Product Pitched: ____NA___ , Customer agreed – NA
Reason for not pitching for the sale: Transfer Call

Agent Name:
Indu Chaturvedula
Sitel,Hyderabad
_______________________________________________________________________________________________________________________________
Issue: CX asked for American Agent
Caller’s Name:
Phone No:
Email Address:
Best Callback No:
Verified By:
Resolution:cx has issues related to account.
Cx directly asked for someone in united states.
De-Escalated once by reading the suggested script.
but cx still want to talk to an American agent

>Transferred the call to Knoxville TS (Tier-III)
Access disclaimer: NA
Password disclaimer: NA
Pitched for VAS: NA
Name of Product Pitched: ____NA___ , Customer agreed – NA
Reason for not pitching for the sale: Transfer Call

Agent Name:
Indu Chaturvedula
Sitel,Hyderabad
_______________________________________________________________________________________________________________________________
Issue: CX asked for Supervisor
Caller’s Name:
Phone No:
Email Address:
Best Callback No:
Verified By:
Resolution:cx has issues related to account.
Cx directly asked for someone who can speak better English
De-Escalated once
but cx still want to talk to someone who can speak better English

>Transferred the call to Supervior (Tier-II)
Access disclaimer: NA
Password disclaimer: NA
Pitched for VAS: NA
Name of Product Pitched: ____NA___ , Customer agreed – NA
Reason for not pitching for the sale: Transfer Call

Agent Name:
Indu Chaturvedula
Sitel,Hyderabad
**********************************************************************
PROACTIVE ESCALATION
Issue:
Caller’s Name:
Phone No:
Email Address:
Best Callback No:
Verified By:
Resolution:cx has __________ issues related to account.
>Found that the cx called ______ times within this week.

>So Informed the cx as well as the supervisor and Transferred the call to Supervior (Tier-II)
Access disclaimer: NA
Password disclaimer: NA
Pitched for VAS: NA
Name of Product Pitched: ____NA___ , Customer agreed – NA
Reason for not pitching for the sale: Transfer Call

Agent Name:
Indu Chaturvedula
Sitel,Hyderabad

_______________________________________________________________________________________________________________________________
Issue: CX asked for Spanish Agent
Caller’s Name:
Phone No:
Email Address:
Best Callback No:
Verified By:
Resolution:cx has issues related to account.
Cx directly asked for someone who can speak Spanish
De-Escalated once
but cx still want to talk to someone who can speak Spanish

>Transferred the call to Spanish
Access disclaimer: NA
Password disclaimer: NA
Pitched for VAS: NA
Name of Product Pitched: ____NA___ , Customer agreed – NA
Reason for not pitching for the sale: Transfer Call

Agent Name:
Indu Chaturvedula
Sitel,Hyderabad

________________________________________________________________________________________________________________________________
Issue: Internet issue DIAL-UP
Caller’s Name:
Phone No:
Email Address:
Best Callback No:
Verified By:
Resolution:cx is not able to access internet.
Error code:
Trouble shooting steps:

Access disclaimer: NA
Password disclaimer: NA
Pitched for VAS: NA
Name of Product Pitched: ____NA___ , Customer agreed – NA
Reason for not pitching for the sale: Transfer Call

Agent Name:
Indu Chaturvedula
Sitel,Hyderabad
________________________________________________________________________________________________________________________________
Issue: Cx said that his Storage is getting full and is not able to send and receive emails.
Caller’s Name:
Phone No:
Email Address:
Best Callback No:
Verified By:
Resolution:
>with cx's permission,logged into his account and found that his storage is ________% full
>educated the cx that he can either delete any unwanted emails or he can upgrade his storage to the next level.
Access disclaimer: NA
Password disclaimer: YES
Pitched for VAS: NA
Name of Product Pitched: ____More Email Space___

>Gave the pricing details
500MB-$1.95pm
2000MB-$3.95pm
3000MB-$4.95pm
Customer agreed – YES
Read the disclaimer and added the product on the account
Reason for not pitching for the sale: NA

Agent Name:
Indu Chaturvedula
Sitel,Hyderabad
*******************************************************************
Customer agreed – NO
Asked the cx to get all his unwanted emails cleared, so that he can free up some storage space

Agent Name:
Indu Chaturvedula
Sitel,Hyderabad
________________________________________________________________________________________________________________________________
Issue: Cx is receiving lot of spam emails.
Caller’s Name:
Phone No:
Email Address:
Best Callback No:
Verified By:
Resolution:
>with the cx's permission,logged into cx's webmail
>Blocked all the top spamming domains in the blocked senders list

persospace.com
aolea.us
proffbuilder.com
offreallo.info
cron-job.org
d-oso.info
seeurbox.com
mdl-afraid.atl.sa.earthlink.net
nidoo.in
persospace.in
spec-deals.com
lazygenius.site

Access disclaimer: NA
Password disclaimer: NA
Pitched for VAS: YES
* if cx's storage is getting full,
Name of Product Pitched: ____More Email Space___

>Gave the pricing details
500MB-$1.95pm
2000MB-$3.95pm
3000MB-$4.95pm
Customer agreed – YES
Read the disclaimer and added the product on the account
Reason for not pitching for the sale: NA

*if only spam issue
Name of Product Pitched: ____NORTON___

>Gave the pricing details
NSO 5pk -$7.95pm
NWP 5pk -$5.95pm
Norton Bundle pack(NSO 5pk+NWP 5pk)=$13.90 pm where there is a discount of $1
so the price of bundle pack will be $12.90 pm

NSO 10pk -$9.95pm
NWP 10pk -$7.95pm
Norton Bundle pack(NSO 5pk+NWP 5pk)=$17.90 pm where there is a discount of $1.50
so the price of bundle pack will be $16.40 pm
Customer agreed – YES
Read the disclaimer and added the product on the account

Agent Name:
Indu Chaturvedula
Sitel,Hyderabad
*************************************************************************
Customer agreed – NO
>Asked the cx to run a scan on the computer often atleast twice a week
________________________________________________________________________________________________________________________________
Issue:Cx is not able to access emails.
Compromised Account
Caller’s Name:
Phone No:
Email Address:
Best Callback No:
Verified By: Method of Payment
Resolution:Informed the cx that the account is compromised.
>gave the pw criteria and asked the cx to set a new password
>took the new password and updated on the account
>Gave the time frame to the cx
>Helped the cx to update the new password on all the devices where he has configured EarthLink Email Address
>Asked the cx to run a security scan on all the devices and check for threats.
>checked for the email forwarding
>Informed him that If threats are found remove it change the pw again and update the pw on all devices. If threats are not found,he can leave the account as it is.
Access disclaimer:NA
Password disclaimer:YES
Pitched for VAS:YES
Name of Product Pitched: _______ , Customer agreed – Yes or No
Reason for not pitching for the sale:NA

Agent Name:
Indu Chaturvedula
Sitel,Hyderabad
________________________________________________________________________________________________________________________________
Issue:Cx is not able to send and receive emails on computer.
Caller’s Name:
Phone No:
Email Address:
Best Callback No:
Verified By:
Resolution:Asked the cx whether its on email program or webmail.
Cx uses webmail. it says sent mail error cannot send message please try again later
>Checked with the previous notes and found that since the account was compromised and he got his password changed the last time when he called EarthLink, he needs to wait till 12 noon tomorrow
***********************************************************
>cx uses email program macmail outlook smartphones
>helped the cx with settings and asked the cx to send a test email
Access disclaimer: Yes / No
Password disclaimer: Yes / No
Pitched for VAS: Yes / No
Name of Product Pitched: _______ ,
Customer agreed – Yes or No
Reason for not pitching for the sale: NA

Agent Name:
Indu Chaturvedula
Sitel,Hyderabad

UPSELL:
If MES
>Gave the pricing details
500MB-$1.95pm
2000MB-$3.95pm
3000MB-$4.95pm

If Norton
NSO 5pk -$7.95pm
NWP 5pk -$5.95pm
Norton Bundle pack(NSO 5pk+NWP 5pk)=$13.90 pm where there is a discount of $1
so the price of bundle pack will be $12.90 pm

NSO 10pk -$9.95pm
NWP 10pk -$7.95pm
Norton Bundle pack(NSO 5pk+NWP 5pk)=$17.90 pm where there is a discount of $1.50
so the price of bundle pack will be $16.40 pm

If EarthLink Online Backup
50GB-$5.95 pm
250GB-$6.95 pm
500GB-$9.95 pm
________________________________________________________________________________________________________________________________