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SCRIPTS FOR TECHNICAL SCENARIO

PROBING QUESTIONS FOR ALL TECHNICAL SCENARIO

NO INTERNET

OPENING SPEIL: THANK YOU FOR CALLING CCA, MY NAME IS Noralie HOW MAY I HELP YOU TODAY?

PARAPHARSING: AS I UNDERSTAND YOUR CALLING IN TODAY BECAUSE YOU HAVE NO INTERNET CONNECTION? IS THAT
CORRECT?

I UNDERSTAND WHERE YOUR COMING FROM AND I DO APOLOGIZE FOR THE INCONVENIENCE IT HAS CAUSE YOU/

BUT DON’T WORRY; I WILL ASSURE YOU THAT WE WILL RESOLVE YOUR CONCERN BECAUSE I AM HERE TO HELP;

VERIFICATION:

[FOR VERIFICATION PURPOSE;

MAY I HAVE YOUR FIRST AND LAST NAME?

MAY I HAVE YOUR ACCOUNT NUMBER?

JUST TO VERIFY; YOUR NAME IS[] AND YOUR ACCOUNT # IS[]

IS IT OK IF I CALL YOU BY YOUR FIRST NAME?

WHAT TYPE OF INTERNET CONNECTION DO YOU HAVE?

[ DSL] PROBING QUESTION RESOLUTION

1.HOW ARE YOU CONNECTED TO YOUR INTERNET? HOLD
IF
[IS IT OKAY IF I PUT THE CALL ON HOLD FOR A MINUTE OR
TWO? I WILL CHECK THIS IN OUR SYSTEM;]
THANK YOU FOR PATIENTLY WAITING ON THE
LINE;HERES WHAT I SUGGEST YOU TO DO;CAN
YOU PLS CHECK IF ONE END OF YOUR ETHERNET
CABLE IS CONNECTED PROPERLY TO THE BACK
OF YOUR COMPUTER AND THE OTHER END IN
YOUR MODEM.
[IF NOT*]
CAN YOU PLS PUSH IT DOWN?
CAN YOU PLS CHECK IF YOU HAVE NOW A
CONNECTION?

2. WHEN WAS THE LAST TIME YOU CHECK YOUR BALANCE? THANK YOU FOR PATIENTLY WAITING ON THE LINE
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[HOLD SPILL: IS IT OKAY IF I PUT THE CALL ON HOLD FOR A
MINUTE OR TWO? I WILL CHECK THIS IN OUR SYSTEM;]
3. CAN YOU PLEASE TELL ME WHAT ARE THE LIGHTS
SHOWING IN YOUR MODEM?
[ WIFI] 1. WHEN WAS THE LAST TIME YOU CHECK YOUR
BALANCE?
HOLD SPILL: [IS IT OKAY IF I PUT THE CALL ON HOLD
FOR A MINUTE OR TWO? I WILL CHECK THIS IN OUR
SYSTEM;]
2. WHEN WAS THE LAST TIME YOU HAVE CHANGED
YOUR PASSWORD?
3. ARE YOU CONNECTED TO YOUUR INTERNET USING
THE CORRECT PASSWORD?
4. CAN YOU PLS TELL ME WHERE IS YOUR MODEM
;AS I HAVE CHECKED HERE IN OUR SYSTEM THE
REASON WHY YOU DON’T HAVE A
CONNECTION;ITS BECAUSE OF AN UNPAID BILL; IF
YOU WANT WE CAN HELP YOU PROCESS THE
PAYMENT OVER THE PHONE
IF THERES LIGHT(YELLOW/GREEN/BLUE) -----
TRANSFER SPEIL: I DO APOLOGIZE ITS BEYOND MY
CAPACITY WHAT I WILL BE DOING IS I WILL BE
TRANSFERRING YOUR CALL TO THE LLEVEL 2
TECHNICAL DEPT. THEY WILL BE ABLE TO ASSIST
YOU BETTER.
*IF THE LIGHT IS RED: CAN YOU PLS REFRESH
YOUR MODEM FOR ME; KINDLY TURN IT OFF AND
ON AND LET ME KNOW WHAT LIGHT WILL SHOW
AFTER REFRESH STILL RED LIGHT:
OUTAGE SPIEL: THE REASON WHY YOU ARE NOT
ABLE TO CONNECT TO THE INTERNET IT IS
BECAUSE WE FOUND OUT THAT THERE IS AN
OUTAGE ON YOUR LOCATION; BUT DON’T WORRY
OUR ENGINEERS ARE ALREADY WORKIN ON IT.
PLEASE TRY TO CONNECT TO THE INTERNET
EVERY NOW AND THEN. AND IF YOU ARE STILL
NOT CONNECTED AFTER 2 HOURS PLEASE CALL
US BACK.
*AFTER REFRESHING IF LIGHT IS NOT RED: CAN
YOU PLS CHECK IF YOU NOW HAVE CONNECTION?
IF CONNECTED PROCEED WITH THE CALLFLOW*
IF NOT CONNECTED – TRANSFER SPEIL
THANK YOU FOR PATIENTLY WAITING ON THE LINE
;AS I HAVE CHECKED HERE IN OUR SYSTEM THE
REASON WHY YOU DON’T HAVE INTERNET
CONNECTION ITS BECAUSE OF AN UNPAID BILL; IF
YOU WANT WE CAN HELP YOU PROCESS THE
PAYMENT OVER THE PHONE.
HERES WHAT I WOULD SUGGEST YOU TO DO.
KINDLY CHANGE YOUR PASSWORD
HERES WHAT I WOULD SUGGEST YOU TO DO;
KINDLY CONNECT TO YOUR INTERNET USING THE
CORRECT PASSWORD.
HERES WHAT I WOULD SUGGEST YOU TO DO;
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PHYSICALLY LOCATED? KINDLY MOVE CLOSER TO THE MODEMTO HAVE A
GOOD CONNECTION.
[SATTELITE]

1. WHAT IS THE WEATHER IN YOUR LOCATION? [IS
IT OKAY IF I PUT THE CALL ON HOLD FOR A
MINUTE OR TWO? I WILL CHECK THIS IN OUR
SYSTEM;]
2. HAVE YOU MOVE YOUR DISH?
3. IS THERE SOMETHING COVERING YOUR DISH TO
THE SATTELITE?
THANK YOU FOR PATIENTLY WAITING ON THE LINE
AS I HAVE CHECKED HERE IN OUR SYSTEM THE
REASON WHY YOU DON’T HAVE INTERNET
CONNECTION ITS BECAUSE OF THE WEATHER;
BUT NO WORRIES ONCE THE WEATHER GETS FINE
YOULL HAVE YOUR CONNECTION BACK.
HERES WHAT I WOULD DO ; I WOULD SCHEDULE A
TECHNICIAN TO VISIT YOUR PLACE BY
TOMORROW_AM/PM; IS THAT OKAY WITH YOU?
1. HERES WHAT I WOULD SUGGEST YOU TO
DO; KINDLY REMOVE THE TREE OR THE
COVER TO HAVE A GOOD CONNECTION.
2. HERES WHAT I WOULD DO ; I WOULD
SCHEDULE A TECHNICIAN TO VISIT YOUR
PLACE BY TOMORROW_AM/PM; IS THAT
OKAY WITH YOU?

PROCESS THE PAYMENT OVER THE PHONE:

SHOULD I PROCESS THE PAYMENT NOW?

FOR US TO PROCESS THE PAYMENT;

1. MAY I HAVE THE NAME THAT APPEARS ON THE CARD?

2. MAY I HAVE THE CREDIT CARD #?
3. MAY I HAVE THE EXPIRATION DATE OF THE CARD?
4. MAY I HHAVE THE SECURITY #?
[IF; WHERE CAN I FIND IT? – IT’S THE LAST 3 DIGITS AT THE BACK OF THE CARD
JUST TO VERIFY THE NAME THAT APPEARS ON THE CARD WAS[] AND YOUR CREDIT CARD # IS [] WITH THE EXPIRATION
DATE OF ___

PLEASE GRAB A PEN AND A PAPER; I WILL PROVIDE YOU YOUR CONFIRMATION #; WHICH WILL SERVE AS YOUR RECEIPT

*IF NO PEN AND PAPER

1. IS IT OK IF WE SEND THE CONFIRMATION # IN YOUR MOBILE #/EMAIL ADRESS? WHICH DO YOU PREFER?
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MAY I HAVE YOUR MOBILE# /EMAIL? I JUST SEND THE CONFIRMATION # IN YOUR MOBILE#?EMAIL; PLS JUST CHECK IT

2.HAVE I ANSWERED ALL YOUR CONCERNS FOR TODAY?

IS THERE ANYTHING ELSE I CAN ASSIST YOU WITH?

RECAP: JUST A QUICK RECAP; YOU CALLED IN TODAY BECAUSE YOURE EXPERIENCING UNSTABLE/NO INTERNET CONNECTION/;
INFORMED YOU ITS BECAUSE:/HOWEVER/INFORMED

DSL

1. [ ONE END OF YOUR ETHERNET CABLE IS NOT CONNECTED PROPERLY TO THE BACK OF YOUR COMPUTER AND THE
OTHER END IN YOUR MODEM.]/
2. OF AN UNPAID BILL; PROCESSED THE PAYMENT OVER THE PHONE AND PROVIDED YOU THE CONFIRMATION NUMBER.
3. HOWEVER ITS BEYOND MY CAPACITY WHAT I WILL BE DOING IS I WILL BE TRANSFERRING YOUR CALL TO THE LLEVEL 2
TECHNICAL DEPT. THEY WILL BE ABLE TO ASSIST YOU BETTER.
4. THERE IS AN OUTAGE ON YOUR LOCATION; BUT DON’T WORRY OUR ENGINEERS ARE ALREADY WORKIN ON IT. PLEASE
TRY TO CONNECT TO THE INTERNET EVERY NOW AND THEN. AND IF YOU ARE STILL NOT CONNECTED AFTER 2 HOURS
PLEASE CALL US BACK.

WIFI

1. AN UNPAID BILL
2. SUGGESTED TO CHANGE YOUR PASSWORD
3. SUGGESTED YOU TO CONNECT TO YOUR INTERNET USING THE CORRECT PASSWORD.
4. SUGGESTED YOU TO MOVE CLOSER TO THE MODEMTO HAVE A GOOD CONNECTION.

SATTELITE

1. OF THE WEATHER; INFORMED YOU THAT ONCE THE WEATHER GETS FINE YOULL HAVE YOUR CONNECTION BACK.
2. SCHEDULED A TECHNICIAN TO VISIT YOUR PLACE BY TOMORROW_AM/PM
3. SUGGESTED YOU TO KINDLY REMOVE THE TREE OR THE COVER TO HAVE A GOOD CONNECTION.

THANK YOU FOR CALLING CCA; AGAIN TIS IS EDMAR; HAVE A NICE DAY!

DOCUMENTATION:

[SCENARION]

CUSTOMER[ ] CALLED IN TODAY BECAUSE OF [_]. INFORMED HER ITS DUE[_]

CUSTOMER SATISFIED/UNDERSTOOD
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EDMAR NAPAY

SLOW INTERNET

THANK YOU FOR CALLING CCA. MY NAME IS EDMAR; HOW MAY I HELP YOU TODAY?

AS I UNDERSTAND YOUR CALLING IN TODAY BECAUSE YOU HAVE A UNSTABLE INTERNET CONNECTION? IS THAT CORRECT?

I UNDERSTAND WHERE YOUR COMING FROM AND I DO APOLOGIZE FOR THE INCONVENIENCE IT HAS CAUSE YOU/

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 HAVE YOUR FIRST AND LAST NAME?

MAY I HAVE YOUR ACCOUNT NUMBER?

JUST TO VERIFY; YOUR NAME IS[] AND YOUR ACC # IS []

IS IT OK IF I CALL BY YOUR FIRST NAME?

PROBING Q:

1. WHAT TYPE OF INTERNET CONNECTION DO YOU HAVE?

2. WHEN WAS THE LAST TIME YOU CHECKED YOUR ALOTTED ALLOWANCE FOR YOUR INTERNET SERVICE?(DAILY/MONTHS)
*ARE U IN A MONTHLY OR DAILY BASIS?
HOLD SPILL: IS IT OK IF I PUT THE CALL ON HOLD FOR JUST A MIN OR TWO? BECAUSE I WILL CHECK THIS IN OUR SYSTEM
IF DAILY: [RESOLUTION] THANK YOU FOR PATIENTLY WAITING ON THE LINE; AS I HAVE CHECKED HERE IN OUR SYSTEM THE
REASON WHY YOU HAVE SLOW INTERNET ITS BECAUSE YOU HAVE ALREADY CONSUMED YOUR DAILY ALLOWANCE; PLS
WAIT BY 12MIDNIGHT TO REGAIN INTERNET SPEED.
IF MONTHLY: [RESOLUTION]THANK YOU FOR PATIENTLY WAITING ON THE LINE; AS I HAVE CHECKED HERE IN OUR SYSTEM
THE REASON WHY YOU HAVE A SLOW INTERNET ITS BECAUSE YOU HAVE ALREADY CONSUMED YOUR MONTHLY
ALLOWANCE ;PLS WAIT BY THE END OF THE MONTH TO REGAIN YOUR INTERNET SPEED.
3. HOW MANY DEVICES ARE CURRENTLY CONNECTED TO YOUR MODEM?
HOLD SPILL: [IS IT OK IF I PUT THE CALL ON HOLD FOR JUST A MINUTE OR TWO? BECAUSE I WILL CHECK THIS IN OUR
SYSTEM.
RESOLUTION:[ THANK YOU FOR PATIENTLY WAITING ON THE LINE; AS I HAVE CHECKED HERE IN OUR SYSTEM YOU HAD
EXCEEDED THE NUMBER OF DEVICES ALLOWED; I WOULD SUGGEST TO DISCONNECT THE DEVICES THAT YOU ARE
LONGER USING TO HAVE A BETTER CONNECTION.
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4. HOW MANY TABS ARE CURRENTLY OPEN ON YOUR COMPUTER?
HOLD SPILL:[ IS IT OK IF I PUT THE CALL ON HOLD FOR JUST A MIN OR TWO? BECAUSE I WILL CHECK THIS IN OUR SYSTEM]
RESOLUTION:[THANK YOU FOR PATIENTLY WAITING ON THE LINE; I WOULD SUGGEST TO CLOSE THE TAB THAT YOU ARE
NO LONGER USING TO HAVE A BETTER CONNECTION.]
5. WHEN WAS THE LAST TIME YOU CLEARED YOUR CACHE AND COOKIES?
THANK YOU FOR PATIENTLY WAITING ON THE LINE; HERES WHAT I WOULD SUGGESTYOU TO DO; CAN YOU PLS GO TO
YOUR HISTORY; THE CLICK CLEAR BROWSING HISTORY.
6. DO YOU HAVE A PASSWORD FOR YOUR WIFI SERVICE?
THANK YOU FOR PATIENTLY WAITING ON THE LINE; I WOULD SUGGEST TO SET UP A PASSWORD TO HAVE A BETTER
CONNECTION
*IF MORE THAN A MONTH PASS
I WOULD SUGGEST TO CHANGE YOUR PASSWORD TO HAVE A BETTER CONNECTION

*IF WITH PASSWORD AND JUST CHANGE RECENTLY – TRANSFER SPEIL[I DO APOLOGIZE ITS BEYOND MY CAPACITY WHAT I WILL
BE DOING IS I WILL BE TRANSFERRING YOUR CALL TO THE LLEVEL 2 TECHNICAL DEPT. THEY WILL BE ABLE TO ASSIST YOU
BETTER.]

HAVE I ANSWERED ALL YOUR CONCERNS FOR TODAY?

IS THERE ANYTHING ELSE I CAN ASSIST YOU WITH?

RECAP: JUST A QUICK RECAP YOU CALLED IN TODAY BECAUSE YOU HAVE A UNSTABLE INTERNET CONNECTION;
[INFORMED YOU IT WAS BECAUSE]
A. YOU HAVE ALREADY CONSUMED YOUR DAILY ALLOWANCE AND WAIT BY 12MIDNIGHT TO REGAIN INTERNET SPEED.
B. YOU HAVE ALREADY CONSUMED YOUR MONTHLY ALLOWANCE ;AND WAIT BY THE END OF THE MONTH TO REGAIN
YOUR INTERNET SPEED.
C. YOU HAD EXCEEDED THE NUMBER OF DEVICES ALLOWED; AND SUGGESTED YOU TO DISCONNECT THE DEVICES THAT
YOU ARE LONGER USING TO HAVE A BETTER CONNECTION.
D. SUGGESTED YOU TO CLOSE THE TAB THAT YOU ARE NO LONGER USING TO HAVE A BETTER CONNECTION.]
E. SUGGESTED YOU TO CLEAR YOUR BROWSING HISTORY TO HAVE A BETTER CONNECTION
F. SUGGESTED TO CHANGE YOUR PASSWORD TO HAVE A BETTER CONNECTION
THANK YOU FOR CALLING CCA; AGAIN; THIS IS EDMAR ; HAVE A NICE DAY!

[SCENARION]

CUSTOMER[ ] CALLED IN TODAY BECAUSE OF [_]. INFORMED HER ITS DUE[_]

CUSTOMER SATISFIED/UNDERSTOOD

EDMAR NAPAY
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CANNOT SEND TEXT MESSAGES(MOBILE PHONE)

THANK YOU FOR CALLING CCA; MY NAME IS EDMAR; HOW MAY I HELP YOU TODAY?

AS I UNDERSTAND YOUR CALLING IN TODAY BECAUSE YOU CANT SEND MESSAGES [ON YOUR MOBILE PHONE]? IS THAT
CORRECT?

I UNDERSTAND WHERE YOUR COMING FROM AND I DO APOLOGIZE FOR THE INCONVENIENCE IT HAS CAUSE YOU/

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 HAVE YOUR FIRST AND LAST NAME?

MAY I HAVE YOUR MOBILE NUMBER?

JUST TO VERIFY; YOUR NAME IS[_]

AND YOUR MOBILE # IS []

IS IT OK IF I CALL BY YOUR FIRST NAME?

PROBING Q.

1. WHEN WAS THE LAST TIME YOU CHECK YOUR BALANCE IN YOUR ACCOUNT?
HOLD SPILL: IS IT OKAY IF I PUT THE CALL ON HOLD FOR JUST A MINUTE OR TWO? BECAUSE I WILL CHECK THIS IN OUR
SYSTEM.
RESOLUTION: THANK YOU FOR PATIENTLY WAITING ON THE LINE; AS I HAVE CHECKED IN OUR SYSTEM THE REASON WHY
YOU CANT SEND MESSAGE ITS BECAUSE OF AN UNPAID BILL FOR THIS MONTH; IF YOU WANT WE CAN HELP YOU PROCESS
THE PAYMENT OVER THE PHONE?

(PROCESS THE PAYMENT OVER THE PHONE:

SHOULD I PROCESS THE PAYMENT NOW?

FOR US TO PROCESS THE PAYMENT;

1. MAY I HAVE THE NAME THAT APPEARS ON THE CARD?

2. MAY I HAVE THE CREDIT CARD #?
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3. MAY I HAVE THE EXPIRATION DATE OF THE CARD?
4. MAY I HHAVE THE SECURITY #?
[IF; WHERE CAN I FIND IT? – IT’S THE LAST 3 DIGITS AT THE BACK OF THE CARD
JUST TO VERIFY THE NAME THAT APPEARS ON THE CARD WAS[] AND YOUR CREDIT CARD # IS [] WITH THE EXPIRATION
DATE OF ___

PLEASE GRAB A PEN AND A PAPER; I WILL PROVIDE YOU YOUR CONFIRMATION #; WHICH WILL SERVE AS YOUR RECEIPT

*IF NO PEN AND PAPER

1. IS IT OK IF WE SEND THE CONFIRMATION # IN YOUR MOBILE #/EMAIL ADRESS? WHICH DO YOU PREFER?

MAY I HAVE YOUR MOBILE# /EMAIL? I JUST SEND THE CONFIRMATION # IN YOUR MOBILE#?EMAIL; PLS JUST CHECK IT)

2. CAN YOU PLS TELL ME WHAT IS SHOWING IN YOUR SIGNAL INDICATOR FROM YOUR MOBILE PHONE?
HOLD:
RESOLUTION:
*IF NO SIGNAL: THANK YOU FOR PATIENTLY WAITING ON THE LINE; HERES WHAT I WOULD SUGGEST YOU TO DO ; CAN YOU
PLS REFRESH YOUR MOBILE PHONE.
CAN YOU PLS CHECK IF YOU NOW HAVE A CIGNAL?
CAN YOU NOW PLS CHECK IF YOU CAN NOW SEND MESSAGE?
*IF AFTER REFRESH STILL NO SIGNAL - OUTAGE SPEIL:
THE REASON WHY YOU CANNOT SEND MESSAGE IT IS BECAUSE WE HAVE FOUND OUT THAT THERE IS AN OUTAGE ON
YOUR LOCATION; BUT DON’T WORRY OUR ENGINEERS ARE ALREADY WORKING ON IT. PLS TRY SEND MESSAGE EVERY
NOW AND THEN. AND IF YOU ARE STILL NOT CONNECTED AFTER 2 HOURS PLS CALL US BACK.
*IF AFTER REFRESH WITH SIGNAL BUT STILL CANNOT SEND MSG PROCEED WITH PROBING Q 3

3. MAY I PLEASE KNOW WHERE YOU ARE PHYSICALLY LOCATED?

HOLD: IS IT OKAY IF I PUT THE CALL ON HOLD FOR JUST A MINUTE OR TWO? BECAUSE I WILL CHECK THIS IN OUR SYSTEM.

RESOLUTION: THANK YOU FOR PATIENTLY WAITING ON THE LINE; AS I HAVE CHECKED IN OUR SYSTEM THE REASON WHY YOU
CANT SEND MESSAGE ITS BECAUSE OF YOUR LOCATION; I WOULD SUGGEST TO MOVE OUT OF YOUR LOCATION TO BE ABLE TO
SEND MSG.

4.HAVE YOU RECEIVE ANY NOTIFICATION THAT THE MEMORY OF YOUR MESSAGES IS ALREADY FULL?

RESOLUTION: HERES WHAT IS WOULD SUGGEST YOU TO DO; KINDLY DELETE YOUR OLD MSGS TO BE ABLE TO SEND MSG.

HAVE I ANSWERED ALL YOUR CONCERNS FOR TODAY? IS THERE ANYTHING ELSE I CAN ASSIST YOU WITH TODAY?
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