Greeting Thank you for patiently waiting.

Congratulations
Agent: Hello, thank you for calling CCA ICT Mr._______, your account is already updated to
Solutions. My name is Jonel, how can I help Plan ( ). You can now experience fast and
you today? reliable internet connection of ________.
Customer: Hi, I just purchased the new iPhone
14 and I'm having trouble connecting it to my wifi Did you know Mr. __________ that you can
network. avoid late payment fees and you can have your
bills paid automatically each month by enrolling
Acknowledge and Paraphrase in AutoPay and Paperless today
Agent: I can see how this would be frustrating
for you. I understand that you are having trouble Yes, Autopay is a feature that allows you to set
connecting your device to your wifi network. I’ll up automatic payments for your bills. This
be glad to assist you with that. means that your payment will be automatically
deducted from your bank account or credit card
Verification on a regular schedule.Paperless billing is a
Agent: Before we proceed, can you please feature that allows you to receive your bills
provide me with your name, your device model electronically instead of in the mail. This means
and wifi network name. that you'll receive your bills as PDFs or other
Customer: __________________ electronic files.
Agent: Thank you Mr. Ms. __________.
Confirmation
Agent: Now, before I provide you with the steps, Agent: Is there anything else that I can help you
can you please verify that your wifi network is with today?
turned on.
Okay. Okay, Mr/Mrs. __________. Let me just recap
our conversation. You called because you’re
Great, here are the steps on how to connect having trouble connecting your iphone to the wifi
your iPhone 14 to your wifi network: network. And after following steps provided to
1. Open the Settings app on your iPhone. you, you successfully connected to the internet.
2. Tap on "Wi-Fi". You also opted to upgrade your account to Plan
3. Tap on the name of your wifi network. _____________ and pay by enrolling your
4. Enter the password for your wifi network. account to AutoPay and PAperless billing.
5. Tap on "Join".
Is there anything else that I can help you with
We’re you able to follow the steps that I today?
provided?
Yes . It’s my pleasure to be of assistance.
Im glad to be of assistance.
Do you see a wifi icon at the top of the screen?
Yes. Your feedback is important to in order for me to
Then your iphone is now connected to your wifi. improve the quality of my service. Please rate
my performance after this call.
Troubleshooting
Agent: If you're still having trouble, here are some Thank you for calling CCA ICT Solutions. This is
troubleshooting steps you can try: Jonel . Have a good day.
Make sure that your wifi network is turned on and that
you're entering the correct password.
Restart your iPhone and your wifi router.
Forget your wifi network and then try to join it again.

Upon review, our system says that you are also

eligible for an internet plan upgrade. You can
choose from our 3 available options. We have
plan B with speed of up to 45 mbps with up to 30
GB usage for $55. Plan C with speed of 55
Mbps and up to 50 GB usage for $70. And Plan
D which is our Unlimited plan with speed of 70
Mbps and costs $85.
Which one do you prefer?

Great, let me put this call on hold for a minute or

two while I update your account.
Greeting Upon review, our system says that you are also
Agent: Hello, thank you for calling CCA ICT eligible for an internet plan upgrade. You can
Solutions. My name is Jonel, how can I help choose from our 3 available options. We have
you today? plan B with speed of up to 45 mbps with up to 30
Customer: Hi, I;m interested in signing up for GB usage for $55. Plan C with speed of 55
Netflix. Mbps and up to 50 GB usage for $70. And Plan
D which is our Unlimited plan with speed of 70
Acknowledge and Paraphrase Mbps and costs $85.
Agent: I understand that you want to subscribe Which one do you prefer?
to Netflix. But you need assistance in setting up
an account and subscribing to a plan. Did you know Mr. __________ that you can
avoid late payment fees and you can have your
Verification bills paid automatically each month by enrolling
Agent: Before we proceed, can you please in AutoPay and Paperless today
provide me with your name, your device.
Customer: __________________ Yes, Autopay is a feature that allows you to set
Agent: Thank you Mr. Ms. __________. up automatic payments for your bills. This
means that your payment will be automatically
Agent: Now, before I provide you with the steps, deducted from your bank account or credit card
can you please verify that you have your device on a regular schedule.Paperless billing is a
ready and stable internet connection. feature that allows you to receive your bills
Okay. electronically instead of in the mail. This means
that you'll receive your bills as PDFs or other
Great, here are the steps on how to sign up for electronic files.
Netflix:
1. Go to the Netflix website or app. Confirmation
2. Click on the "Sign Up" button. Agent: Is there anything else that I can help you
3. Enter your name, email address, and with today?
password.
4. Select a plan. Okay, Mr/Mrs. __________. Let me just recap
Agent: Great! Now, let's talk about the plans. our conversation. You called because you’re
There are four plans to choose from: having trouble connecting your iphone to the wifi
Premium: This plan allows you to watch on four network. And after following steps provided to
different devices at the same time. you, you successfully connected to the internet.
Standard: This plan allows you to watch on two You also opted to upgrade your account to Plan
different devices at the same time. _____________ and pay by enrolling your
Basic: This plan allows you to watch on one account to AutoPay and PAperless billing.
device at the same time.
Mobile: This plan allows you to watch on your Is there anything else that I can help you with
phone or tablet. today?
Agent: Which plan would you like to sign up for?
5. Enter your payment information. It’s my pleasure to be of assistance.
Great! Now, let's enter your payment Im glad to be of assistance.
information. What is your credit card number?
Customer: [Customer Credit Card Number] Your feedback is important to in order for me to
Agent: And what is the expiration date and CVV improve the quality of my service. Please rate
number? my performance after this call.
Customer: [Customer Credit Card Expiration
Date] and [Customer Credit Card CVV Number] Thank you for calling CCA ICT Solutions. This is
6. Click on the "Sign Up" button. Jonel . Have a good day.
We’re you able to follow the steps that I
provided?
Yes .

Great, let me put this call on hold for a minute or

two while I update your account.

Thank you for patiently waiting. Congratulations

Mr._______, your account is already updated to
Plan ( ). You can now experience fast and
reliable internet connection of ________.
Greeting Upon review, our system says that you are also
Agent: Hello, thank you for calling CCA ICT eligible for an internet plan upgrade. You can
Solutions. My name is Jonel, how can I help choose from our 3 available options. We have
you today? plan B with speed of up to 45 mbps with up to 30
Customer: Hi, I just purchased a new Android GB usage for $55. Plan C with speed of 55
phone and I'm having trouble setting up a Mbps and up to 50 GB usage for $70. And Plan
Google account. D which is our Unlimited plan with speed of 70
Mbps and costs $85.
Acknowledge and Paraphrase Which one do you prefer?
Agent: I can see how this would be frustrating
for you. I understand that you are having trouble Great, let me put this call on hold for a minute or
using your device because you need a create a two while I update your account.
Google account first. I’ll be glad to assist you
with that. Thank you for patiently waiting. Congratulations
Mr._______, your account is already updated to
Verification Plan ( ). You can now experience fast and
Agent: Before we proceed, can you please reliable internet connection of ________.
provide me with your name, your device model
and wifi network name. Did you know Mr. __________ that you can
Customer: __________________ avoid late payment fees and you can have your
Agent: Thank you Mr. Ms. __________. bills paid automatically each month by enrolling
in AutoPay and Paperless today
Agent: Now, before I provide you with the steps,
can you please verify that your wifi network is Yes, Autopay is a feature that allows you to set
turned on. up automatic payments for your bills. This
Okay. means that your payment will be automatically
deducted from your bank account or credit card
Agent: Great, here are the steps on how to set on a regular schedule.Paperless billing is a
up a Google account on your Android phone: feature that allows you to receive your bills
 Turn on your phone. electronically instead of in the mail. This means
that you'll receive your bills as PDFs or other
1. Go to the Google Account sign in electronic files.
page.
2. Click Create account. Confirmation
3. Enter your name. Then click next. Agent: Is there anything else that I can help you
4. Enter your basic information, such with today?
as month, day, year, and gender.
Then click next. Okay, Mr/Mrs. __________. Let me just recap
our conversation. You called because you’re
5. You can nw choose your gmail
having trouble connecting your iphone to the wifi
address, or create your own. Then
network. And after following steps provided to
click next.
you, you successfully connected to the internet.
6. Enter and confirm your password. You also opted to upgrade your account to Plan
7. Optional: Add and verify a phone _____________ and pay by enrolling your
number for your account. account to AutoPay and PAperless billing.
8. Click Next.
Is there anything else that I can help you with
We’re you able to follow the steps that I today?
provided?
Yes . It’s my pleasure to be of assistance.
Im glad to be of assistance.
Do you see a wifi icon at the top of the screen?
Yes. Your feedback is important to in order for me to
Then your iphone is now connected to your wifi. improve the quality of my service. Please rate
my performance after this call.
Troubleshooting
If you're still having trouble, here are some Thank you for calling CCA ICT Solutions. This is
troubleshooting steps you can try:
Make sure that you're entering your email address and Jonel . Have a good day.
password correctly.