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Call Flow

1. Check for pending work orders and box registration before beginning call. 2. Immediately start signal tests while verifying connections and input settings with the customer. Do not send signal without checking connections and input. 3. Recap the steps taken and inform the customer of the timeframe for signal and offer to program their remote if applicable before ending the call.

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Missyjill
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176 views

Call Flow

1. Check for pending work orders and box registration before beginning call. 2. Immediately start signal tests while verifying connections and input settings with the customer. Do not send signal without checking connections and input. 3. Recap the steps taken and inform the customer of the timeframe for signal and offer to program their remote if applicable before ending the call.

Uploaded by

Missyjill
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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THINGS THAT YOU SHOULD REMEMBER:

1. At the onset of the call,


-check biller for pending work orders- if there is one transfer to billing EXCEPT FOR TECHNICIAN
VIST
- check if the box is registered
2. DURING VERIFICATION:
Sample Spiel: Can you please verify the name and address on the account?
2. -START ITG IMMEDIATELY!
- While checking for the connections; ITG should be showing up on your monitor
-Sample spiel: Can you please check in the coaxial cable from the wall outlet is connected to
cable in at the back of the box.
- Customer replied: I did.
By the way, what cable are you using to connect the box and the TV (to know the input)
- CAE: Thank you so much. (Dont forget your pleasantries). Is the other coax cable connected
to cable out/rf out/to tv going to your tv?
Or
-CAE: Can you try to check on which port at the back of your TV the HDMI cable is connected? If
its HDMI port 1, HDMI port 2, HDMI port 3?

-After your done with connections, check input.


-Sample spiel: Can you please grab your tv remote control, look for the input button, and you
can see the input list:
-Coax : TV then channel 3 or 4
-HDMI: depending on the port HDMI 1, HDMI 2, HDMI 3
- Component: Component
-Composite: Video/AV
3. DO NOT SEND ANY SIGNAL WITHOUT CHECKING THE CONNECTIONS AND THE INPUT
4. Do not forget to inform the customer about the TIMEFRAME after the customer is getting pictures.
5. RECAP:

Sample Spiel: You called in to activate your cable box, I sent you a signal, and you were getting
pictures. I have advised you of the timeframe. And I have offered in programming your Comcast remote
control to your tv. And your remote is now working with your TV ( If its working)
6. DONT DO E-MAIL CAPTURE For UNATHORIZED CALLERS OR ACCT HOLDER/AUTHORIZED USER but
was not able to authenticate the account

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