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2/2/2/5 Sample Call Flow: - This Is For 5month Follow Up Call

The document outlines a call flow for quality control calls made by an AT&T/Spectrum representative to customers. The representative would check if the customer is satisfied with their service, address any issues, promote automatic bill payment, and potentially pay an overdue bill to prevent a chargeback if it would save the contract. The representative also verifies address information and closes by thanking the customer for their business.

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Alzist Sepe
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106 views1 page

2/2/2/5 Sample Call Flow: - This Is For 5month Follow Up Call

The document outlines a call flow for quality control calls made by an AT&T/Spectrum representative to customers. The representative would check if the customer is satisfied with their service, address any issues, promote automatic bill payment, and potentially pay an overdue bill to prevent a chargeback if it would save the contract. The representative also verifies address information and closes by thanking the customer for their business.

Uploaded by

Alzist Sepe
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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2/2/2/5 SAMPLE CALL FLOW

Opening Spiel: Hi, this is Joanne from AT&T/Spectrum Quality Control department. I’m looking for
(customer name)?
I am calling to check if your service is working fine and I want to know as well if you are being satisfied
with the service that you are getting.
How’s your service so far?

If the customer is having an issue/concern about their service, PLEASE ACKNOWLEDGE AND ADDRESS. I
created a spreadsheet for common technical issues and resolutions that can be provided to a customer –
Please utilize that.

If a customer is being satisfied with the service then we’re good BUT we need to check as well the status
of his/her bill – Are they paying every month? Do they have dispute/issue/question on their bill? This is
the best time as well to promote the ABP or Automatic Bill Payment. Highlight the benefits and the $5 less
promotion that they will get every month when they enroll their account to ABP.

There will be certain scenarios where we will have to pay the customer’s bill to prevent chargebacks. At
this point we must do whatever it takes to save the contract. If there is only 1 bill left to pay before the
six month mark we might just pay that customers bill. We rather pay $100 dollar bill rather get $300 dollar
chargeback. – This is for 5month follow up call.

If everything is good, verify the address on file to make sure it’s correct.
Don’t forget to give your direct line and working hours so customers can contact you if they need
assistance in the future.

Ask if there’s anything that you can help, if none.


CLOSING SPIEL: Again, Mr. Customer, this is Joanne from AT&T/Spectrum Quality Control department.
Thank you for choosing AT&T/Spectrum we value your business. Have a great day!

FOR TICKETS GRACE PERIOD:


2D – Close if lead is still not reachable after 7 days.
2W – Close if lead is still not reachable after 3 weeks.
2M – Close if lead is still not reachable after 3 months.
5M – Close if lead is still not reachable on the 6th month.

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