1.

Anti-Virus
Opening Spiel: Thank you for calling CCA. My name is _____. How may I help you today?

Paraphrasing: As I understand, you’re calling in today because you have a problem with your
anti-virus.

Empathy: I understand you’re coming from and I do apologize for the inconvenience it has
caused you.

Assurance: But don’t worry, I will assure you that we will resolve your concern because I am
here to help.

Verification: For verification purposes, may I ask for your first and last name?

Probing: To further understand the issue, would you mind if I ask you some questions?
 Are you getting a pop-up message that your anti-virus is expired?
 Is your anti-virus us expired?

Hold time: Is it okay if I put the call on hold for a minute or two, because I will verify/check
your account in our system?

Resolution: Thank you for patiently waiting. Here’s what I want you to do. Are you in front of
your computer right now?
- Kindly open your control panel. Please let me know when you’re ready.
- Look for “Program and Features.”
- Click for Anti-virus program
- What color do you see on your anti-virus?

If the color is GRAY

- Alright, so you’re anti-virus is already expired and no longer active.
- Now here’s what you must do. Uninstall the anti-virus in your computer.
- Kindly pull up a browser and type anti-virus.
- Click one and you can now proceed to downloading.

If the color is BLUE

- Not EXPIRED = LEVEL 2

Miss/Sir, let me just inform you about our new anti-virus. With this, you will have
an anti-virus that doesn’t expired. You can also install this to maximum of 10
devices. This will only cost you 5 dollars at the top of your monthly bill.
*Can I have your account number please?
- Okay, I will now processing your new anti-virus.
- Okay, if you change your mind, just call us back. We are open 24 hours, 7
days a week.

Confirmation: Have I answered all your concerns for today?

Offered Assistance: Is there anything else I can help/assist you with today?
Recap: Just a quick recap, you called in today because you have a problem with you
anti-virus. We found out that it was because the anti-virus has already expired
and assisted you in installing a new one.
- Also informed you about our new anti-virus and successfully installed one.

Closing Spiel: Thank you for calling CCA. Again, this is _____. Have a nice day!
 2. Voice Mail
Opening Thank you for calling CCA. My name is _____. How may I help you
Spiel: today?

Paraphrasing: As I understand, you’re calling in today because you have a

problem with your voice mail.

Empathy: I understand you’re coming from and I do apologize for the

inconvenience it has caused you

Assurance: But don’t worry, I will assure you that we will resolve your concern
because I am here to help.

Verification: For verification purposes, may I ask for your first and last name?

Probing: To further understand the issue, would you mind if I ask you some
questions?
 When was the last time that you made a payment?
Hold time: Is it okay if I put the call on hold for a minute or two, because I will
verify/check it in our system?
Resolution: Thank you for patiently waiting. As I have checked on our system,
the reason why you have a problem with your voice mail because
the payment you have made was for the last month’s bill. But if you
want we can process the payment over the phone.
Confirmation: Have I answered all your concerns for today?
Offered Assistance: Is there anything else I can help/assist you with today?
Recap: Just a quick recap, you called in today because you have a
problem with your voice mail. We found out that it was because of
unpaid bill. Proceed the payment over the phone and provided you
with the confirmation number.

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Probing:  Can you hear a dial tone?

 Can you refresh the phone?
Hold time: Is it okay if I put the call on hold for a minute or two, because I will
verify/check it in our system?
Thank you for patiently waiting. As I have checked on our system
Resolution: the reason why your voice mail is not working because we have
found out that there is an outage in your location. But don’t worry,
our engineers are working on it. Please try to check your dial tone
every now and then and if you are still not connected after 2 hours,
please call us back.
Confirmation: Have I answered all your concerns for today?
Offered Assistance: Is there anything else I can help/assist you with today?
Recap: Just a quick recap, you called in today because you have a
problem with your voice mail. Informed you that it was because of
outage in your location.

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Probing:  Have you made add-ons (caller ID) or any changes on your
account recently? Like your address, mobile no., last name?
Hold time: Is it okay if I put the call on hold for a minute or two, because I will
verify/check it in our system?
Resolution: Thank you for patiently waiting. As I have checked on our system,
the reason why your voice mail is not working because you have
made a changes in your account. But don’t worry we will be
reactivating your voice mail after this call, so it will now be working.
Confirmation: Have I answered all your concerns for today?
Offered Assistance: Is there anything else I can help/assist you with today?
Recap: Just a quick recap, you called in today because you have a
problem with your voice mail. Informed you that it was because of
changes in your account and assisted you in reactivating it so that
it will work now.

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Probing:  Is your voice mail memory is full?

Hold time: Is it okay if I put the call on hold for a minute or two, because I will
verify/check it in our system?
Resolution: Thank you for patiently waiting. The reason why you have a
problem with your voice mail because the voice mail memory is
already full. Kindly erase the previous messages in order for your
voice mail to work.
Confirmation: Have I answered all your concerns for today?
Offered Assistance: Is there anything else I can help/assist you with today?
Recap: Just a quick recap, you called in today because you have a
problem with your voice mail. We found out that it was because the
memory is full and assisted you in deleting the previous messages.

SALES Miss/Sir, let me just inform you about our upgraded plan. This will
only cost you 5 dollars at the top of your monthly bill. With this new
plan, you will have a voice mail that can be accessed through your
mobile phone if you’re not at your home. And it can receive
unlimited voice mail messages.
*Can I have your account number please?
- Okay, I will now processing your upgraded plan.
- Okay, if you change your mind, just call us back. We are open
24 hours, 7 days a week.

- Also informed you about our new plan and successfully

upgrade your voice mail.

Closing Spiel: Thank you for calling CCA. Again, this is _____. Have a nice day!
 3. No Internet/Slow Internet
Opening Thank you for calling CCA. My name is _____. How may I help you
Spiel: today?

Paraphrasing: As I understand, you’re calling in today because you have no/slow

internet connection.

Empathy: I understand you’re coming from and I do apologize for the

inconvenience it has caused you

Assurance: But don’t worry, I will assure you that we will resolve your concern
because I am here to help.

Verification: For verification purposes, may I ask for your first and last name, as
well as your account number?

Probing: To further understand the issue, would you mind if I ask you some
questions?
 What is the type of your internet connection?

WIFI/ADSL
Probing:  Are you on a daily or monthly usage?

Hold time: Is it okay if I put the call on hold for a minute or two, because I will
verify/check it in our system?
Resolution: Thank you for patiently waiting. As I have checked on our system,
the reason why you have no internet connection because you
have consumed all of your daily usage. All you have to do is to
wait until 12 midnight to gain your internet connection.
Confirmation: Have I answered all your concerns for today?
Offered Assistance:
Is there anything else I can help/assist you with today?

Recap: Just a quick recap, you called in today because you have no/slow
internet connection. We found out that it was because you already
consumed all of your daily usage.

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Probing:  When was the last time you have checked your balance?
Hold time: Is it okay if I put the call on hold for a minute or two, because I will
verify/check it in our system?
Resolution: Thank you for patiently waiting. As I have checked on our system,
the reason why you have no internet connection because the
payment you have made was for the last month’s bill. But if you
want, we can process the payment over the phone.
Confirmation: Have I answered all your concerns for today?
Offered Assistance:
Is there anything else I can help/assist you with today?
Recap: Just a quick recap, you called in today because you have no/slow
internet connection. We found out that it was because the payment
you have made was for the last month’s bill. Processed the
payment over the phone and provided you with the confirmation
number.

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Probing:  Are you directly connected to the modem?

Hold time: Is it okay if I put the call on hold for a minute or two, because I will
verify/check it in our system?
 Resolution: Thank you for patiently waiting. Kindly check if you are properly
connected with the modem. One end should be connected to the
modem, and the other end is connected to the computer.
Confirmation: Have I answered all your concerns for today?
Offered Assistance:
Is there anything else I can help/assist you with today?
Recap: Just a quick recap, you called in today because you have no/slow
internet connection. We found out that it was because of not
connected directly to the modem. Assisted you with connecting the
modem.

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Probing:  What lights can you see on the modem?

If it’s red = no internet
- Kindly refresh the modem
If it’s green/blue = with internet (LEVEL 2)
If it’s green/blue but blinking = refresh the modem
Hold time: Is it okay if I put the call on hold for a minute or two, because I will
verify/check it in our system?
Resolution: Thank you for patiently waiting.
RED – As I have check it on our system, the reason why you don’t
have an internet connection because we have found out that there
is an outage in you location. But don’t worry, our engineers are
working on it. Please try to refresh the modem every now and then
and if you still not connected after 2 hours, please call us back.

GREEN/BLUE – I do apologize but it’s beyond of my capacity. But

I will transfer your call to Level 2 Technical Department. They will
be able to assist you better.

GREEN/BLUE (blinking) – PROCEED TO NEXT PROBING!

Confirmation: Have I answered all your concerns for today?

Offered Assistance:
Is there anything else I can help/assist you with today?

Recap: Just a quick recap, you called in today because you have no/slow
internet connection.
- RED We found out that it was because the outage in your
location.
- GREEN/BLUE However I can’t be able to resolve your
concern, and transferred you to Level 2 Technical department.

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Probing:  How many devices are connected and using your internet?
Hold time: Is it okay if I put the call on hold for a minute or two, because I will
verify/check it in our system?

Resolution: Thank you for patiently waiting. As I have checked on our system,
the reason why you have no internet connection because it
reached the maximum number of connecting devices in your
internet. Kindly minimize the number of devices connected to the
internet so that you can have a (better) connection.
Confirmation: Have I answered all your concerns for today?
Offered Assistance:
Is there anything else I can help/assist you with today?
Recap: Just a quick recap, you called in today because you have no/slow
internet connection. We found out that it was because it reached
the maximum number of connecting devices in your internet. It is
now working.
 Probing: SATELLITE
 Have you moved your dish?
*if yes = LEVEL 2
 Is there anything that is covering your dish and the satellite?
*if trees = cut it down
*if building = LEVEL 2

 How’s the weather in your location?

Hold time: Is it okay if I put the call on hold for a minute or two, because I will
verify/check it in our system?

Resolution: Thank you for patiently waiting. As I have checked on our system,
the reason why have no internet connection because of the bad
weather, it affects your signal. But don’t worry, as soon as the
weather gets fine you will get a better connection.

Confirmation: Have I answered all your concerns for today?

Offered Assistance:
Is there anything else I can help/assist you with today?

Recap: Just a quick recap, you called in today because you have no/slow
internet connection. We found out that it was because of the bad
weather.

SALES Miss/Sir, let me just inform you about our new plan. This will only
cost you 5 dollars at the top of your monthly bill. With this, you will
have an internet connection with a faster speed and unlimited GB
monthly. You can also connect a maximum of 10 devices with no
buffering.
- Okay, I will now processing your upgraded plan.
- Okay, if you change your mind, just call us back. We are open
24 hours, 7 days a week.

- Also informed you about our new plan and successfully

upgrade your internet.

Closing Spiel: Thank you for calling CCA. Again, this is _____. Have a nice day!
 4. Can’t Send Message
Opening Thank you for calling CCA. My name is _____. How may I help you
Spiel: today?

Paraphrasing: As I understand, you’re calling in today because you want can’t

send message.

Empathy: I understand you’re coming from and I do apologize for the

inconvenience it has caused you

Assurance: But don’t worry, I will assure you that we will resolve your concern
because I am here to help.

Verification: For verification purposes, may I ask for your first and last name?

To further understand the situation, would you mind if I ask you

some questions?

Probing:  When was the last time that you have checked your balance?
Hold time: Is it okay if I put the call on hold for a minute or two, because I
have to check it on our system?
Resolution: Thank you for patiently waiting. As I have checked on our system,
the reason why have no internet connection because the payment
you have made was for the last month’s bill. But if you want, we
can process the payment over the phone.
Confirmation: Have I answered all your concerns for today?
Offered Assistance: Is there anything else I can help/assist you with today?
Recap: Just a quick recap, you called in today because you can’t send
messages. We found out that it was because the payment you
have made was for the last month’s bill. Processed the payment
over the phone and provided you with the confirmation number.

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Probing:  Does your phone have a signal?

Hold time: Is it okay if I put the call on hold for a minute or two, because I
have to check it on our system?
Resolution: Thank you for patiently waiting. As I have checked on our system,
the reason why you can’t send message because there could be a
possible outage in your area. After this call, kindly refresh your
phone for 2 minutes. If you can’t still send message, there could be
an outage.
Confirmation: Have I answered all your concerns for today?
Offered Assistance:
Is there anything else I can help/assist you with today?
Recap: Just a quick recap, you called in today because you can’t send
messages. Informed you that there could be a possible outage in
your area.

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Probing:  Did you change your message setting?

*example = block international messages
Hold time: Is it okay if I put the call on hold for a minute or two, because I
have to check it on our system?
Resolution: Thank you for patiently waiting. As I have checked on our system,
the reason why you can’t send message because you made
changes on your setting. Kindly change it back again to the
original setting so you can now send message.
Confirmation: Have I answered all your concerns for today?
Offered Assistance: Is there anything else I can help/assist you with today?
Recap: Just a quick recap, you called in today because you can’t send
messages. We found out that it was because you change your
message setting. Assisted you the ways in order to send message
again. It is now working.

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Probing:  Where is your location right now?

*example = inside subway, elevator, basement (covered by
steal)
Hold time: Is it okay if I put the call on hold for a minute or two, because I
have to check it on our system?
Resolution: Thank you for patiently waiting. As I have checked on our system,
the reason why you can’t send message because you are in
(place). Can you please move out from your location so that you
can have a better signal and can send message again.
*I understand, I would like to advice that you should move out from
your basement in order for you to send message again.
*I understand, you can send message as soon as you move out
from the subway.

Confirmation: Have I answered all your concerns for today?

Offered Assistance:
Is there anything else I can help/assist you with today?

Recap: Just a quick recap, you called in today because you can’t send
message. We found out that it was because you are in (place).

SALES Miss/Sir, let me just inform you about our new phone. With 30
dollars only, you will have a phone that has a better signal. It has
also a foldable screen.
- Okay, so can I know your address please? (PAYMENT
METHOD)
- Okay, if you change your mind, just call us back. We are open
24 hours, 7 days a week.

- Also informed you about our new phone, processed the

payment over the phone, provided you with the confirmation
number, with the total amount of 30 dollars and will be
delivered at __ days.

Closing Spiel: Thank you for calling CCA. Again, this is _____. Have a nice day!
 5. Printer Issue
Opening Spiel: Thank you for calling CCA. My name is _____. How may I help you today?

Paraphrasing: As I understand, you’re calling in today because you a problem with your
printer.

Empathy: I understand you’re coming from and I do apologize for the inconvenience it
has caused you

Assurance: But don’t worry, I will assure you that we will resolve your concern because I
am here to help.

Verification: For verification purposes, may I ask for your first and last name?

Probing: To further understand the issue, would you mind if I ask you some questions?
 When was the last time you have checked the ink on your printer?
 Have you turn on the printer?
 Can you please check if there are paper jam on your printer?

Hold time: Is it okay if I put the call on hold for a minute or two, because I have to
verify/check it on our system?
Resolution: Thank you for patiently waiting. Here’s what I want you to do.
- Kindly remove the cover of your printer.
- Remove if there’s any crumpled paper inside the printer.
Confirmation: Have I answered all your concerns for today?
Offered Assistance: Is there anything else I can help/assist you with today?
Recap: Just a quick recap, you called in today because you have a problem with your
printer. We found out that it was because of paper jam on the computer. It is
now working.

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Probing:  Did you plugged the wire connection properly?

Hold time: Is it okay if I put the call on hold for a minute or two, because I have to
verify/check it on our system?
Resolution: Thank you for patiently waiting. As I have checked on our system, one end of
the connection should be plugged on the printer, and the other end is for the
computer.
Confirmation: Have I answered all your concerns for today?
Offered Assistance: Is there anything else I can help/assist you with today?
Recap: Just a quick recap, you called in today because of the remote control issue.
Informed you that it was due to the connection. It is now working.

SALES Miss/Sir, let me just inform you about our new printer. With 20 dollars only, you
will have a portable printer, do not experience paper jams, and an automatic
refiled ink.
- Okay, so may I know your address please? (PAYMENT METHOD)
- Okay, if you change your mind, just call us back. We are open 24 hours, 7
days a week.

- Also informed you about our new phone, processed the payment over the
phone, provided you with the confirmation number, with the total amount
of 20 dollars and will be delivered at __ days.

Closing Spiel: Thank you for calling CCA. Again, this is _____. Have a nice day!