Notes

Call flow (Essentials)

1.opening
you get the name of cx
2.effortless opening while luking at the account for the concern
exact concern (elaborated by CX)
3.empathise, corelate+Assurance
I completely understand your concern. I surely will try my best to get this sorted over the call.
4.Probe Hold and unhold
5.Appreciation, time, patience+Loyal customer(xfinity rewards)(SA+ BAXA)(while i was checking your acc. i saw that u have been our customer for 2 years so let me cheer u up with a news that u r eligible for xfinity rewards and you can go on website( ), provide your credentials and redeem your rewards.

Now coming to the issue

6.Resolution( also pitch for Xfinity app)- Adiitional Further assistance
7.Summarize
8.Call closing

Thank you for calling Xfinity, my name is Raman. Who do have I pleasure of assisting today?
Customer
ERIC
Agent
Hi Eric could you please help me with your Last name
Customer
Walker
Agent
Thank you John for providing me your name.
As I can see in my system, you are calling today in regards to (refer the issue from OneCTI Tool).
Customer
Yes, You are correct


greet the CX
Thank you for calling Xfinity, my name is Raman. Who do have I pleasure of assisting today?
*if new CX (may i know the reson for your call today?)
* if to buy a plan( thankyou for showing interest in Xfinity products)
* Don’t worry Eric, you reached the right person I am here to help you with your concern.
( give all the info regarding the plans)
( after selecting the plan, tell them about installation,,,,, so there are two ways of installation, one we will arange professional tech.
for you which will cost you around 100$ one time cost and another you can set your installation on your own we can send self installation
kit by shippment which you will receive within 3-5 business days or you can pick the kit from nearest xfinity store )
so moving forward with your package, I am sending you the approval link kindly read and agree to the terms,
I will be sending you a approval link kindly confirm, if you need that link on your mobile or on e-mail address

Xfinity Mobile Packages

otal number of lines on your Xfinity Mobile account Unlimited price per month Unlimited Plus price per month Tablet Unlimited price per month
One $40 $50 $20
Two $20 each $30 each $20 each
Three $20 each $30 each $20 each
Four $20 each $30 each $20 each
Five to Ten +$20 each added line +$30 each added line +$20 each added lineYou can mix and match any combination of data options on the lines on your account. Here are some examples:
Two line account example
Data plan Cost
1GB By the Gig (one line) $20
Unlimited (one line) $40
Total monthly data charge $60
Five line account example
Data plan Cost
1GB By the Gig (two lines) $20
Unlimited (one line) $40
Unlimited Plus (one line) $30
Tablet Unlimited (one line) $20
Total monthly data charge $110By the GIG
ll the By the Gig lines on your account will share 1 GB of data for $20 per month.
If you go over your data amount, you'll be charged $20 for each additional GB.
You’ll be charged by rounding up your data usage to the next GB.
If you go over your chosen 1 GB and you've reached 1.2 GB of usage, you'll be charged $40 instead of $20.
Any individual line that uses more than 20GB in a month will have reduced speeds until the end of the bill cycle.*
You'll have premium data.
This means you'll have priority of service during moments of network congestion, like at music festivals and sporting events.
If you're on 5G, you may use data more quickly.
You can save data by connecting to one of our 19 millions of Xfinity WiFi hotspots nationwide.
Internet
Probe about devices to be attached, tell them about speeds and pricing

*Connect $66

Attachements=5

150 Mbps

20 Mbps

*Connect More $86, 101$

Attachements= 8

300 Mbps

20 Mbps

*Fast $96

attachements= 10

500 Mbps

20 Mbps

*Super fast $106

Attachements 12

800 Mbps

20 Mbps

*Gigabit $116

Attachements 20

1.0 Gbps

20 Mbps

*Gigabit extra $126

attachements 24

1.2 Gbps

35 Mbps

*Gigabit X2

attachements 30

2 Gbps

200 Mbps



Televesion Cable BOX charges $10/ Month per box Xfinity stream App,
probe about no. of TVs,
interest of particular person,
are kids around?

Choice TV 10+

$30

Popular TV 125+

$70

Ultimate TV 185+

$90


* Xfinity Voice
Xfinity Voice

$30

Additional line with features

$9.95

Carefree Minutes Latin America 300

$9.95

Carefree Minutes World Select 300

$9.95