Upgrade or Moving Service
Manager - 8585
Spanish - 1277
New Service - 1721
Service - 8810
All Confirmations Must Be Read Verbatim
Logins
Username: bioncacampbell3131@gmail.com
Password: Password25!!
ATTUID: BC424V
AT&T Dealer Info
At&t Dealer Code: H73RH
Dealer Name: HTZ LLC
All users allowed to sell at&t have been issued their own At&t UID – Please see manager if needed
DirecTV Dealer Info
Dealer Type: LSP
Directv Dealer Code: PY8R6 OR XT5FR
Directv Supervisor: Kurt Whiton
Directv Supervisors ID: KW386V
Dealer Name: All Tech/ HTZ
Rebuttals
A
I understand the reason for your call, but while you’re on the line I can save you money with exclusive promotions. Our packages include over 185 real channels and we are also offering HBO Max free for 1 year! Let’s see what other discounts we can give you. Can I have the spelling of your first and last name please?
B
Now on top of the lower monthly price you also have access to DirecTV’s Connection Cinema Kit which is over 65 thousand on demand movies and TV shows. It’s like Netflix, but it’s free! We also include the NFL Sunday Ticket absolutely free for the upcoming season! Let’s go ahead and see what else we can add on. What is your street address?
C
On top of everything I just mentioned, you get a brand-new whole home DVR system. You can record up to 5 shows at once and store up to 200 hours of content! ! It only takes a few minutes to set you up and start your lower bill. Let’s go ahead and qualify you. What is your address ?
1. Thank you for calling The Solutions Center. This is YOUR NAME and my operator ID is ####.
2. How can I help you?
MOVE SERVICE- What kind of service are you going to me moving? TV, internet, or both?
UPGRADE SERVICE – Great! What kind of service are you upgrading? TV, internet, or both?
3. You’ve reached The Solutions Center. We are an authorized retailer for ATT, DIRECTV, and Earthlink. I will need your account number and 4-digit pin so I can access your account.
(If they do not know their PIN):
I may be able to access the account with your social security number. Our system is encrypted, may I have your nine-digit SSN please?)
IF CX DOES NOT HAVE THEIR PIN OR SSN:
“I will need this information to proceed. I can hold whole you gather that information.”
IF CX CAN NOT ACCESS INFORMATION, SET UP CALLBACK TIME AND SET TASK TO FOLLOW UP.
4. I will need to gather some basic information so I can see the best deals for you.
(follow scripting for move/upgrade below)
IF MOVING:
5. Will you be moving to a house or apartment?
6. Please spell your street address, city, state, and zip code for the address we will be servicing.
SEARCH ADDRESS IN SARA FOR AVAILABILITY
ENSURE THE CABLE AND/OR INTERNET OPTIONS ARE AVAILABLE (if internet becomes an issue, dial 8585 for Earthlink assistance)
IF UPGRADING:
5. What specific channels or equipment features are you wanting to upgrade to?
6. Give me a moment to give you the best comparison with the best pricing available.
(review sara and ensure the channel(s) requested are in the package you are going to quote / ensure the features of the equipment cx is requesting is available)
FOLLOW SARA PROMPTS FOR AVAILABLE UPGRADES OR SERVICE IN THE REQUESTED AREA
Carrier References
Standard
You’ve reached The Solutions Center not your carrier, which is how I can offer you such great savings. I can get you the most popular channels for only $84.99 per month on 1 TV. We even have a voice activated remote control that works with Google. To give you an accurate savings comparison can I have the number of TVs please?
Transfer / Wants Number
You’ve reached The Solutions Center so I can’t transfer the call. I understand you’re calling about another issue, but while you’re on the line I might be able to save you a lot of money with exclusive Directv promotions. So I can see what other offers are in your area what is your street address?
How Did I Reach You
You simply misdialed the number since our numbers are close. The good news is we can set you up with a new promo and give you the newest DVR that records up to 200 hours of content. We will also give you access to over 65,000 movies and TV shows for FREE! To see what other promotions you are eligible for can I have your address?
Who Have I Reached?
You’ve reached The Solutions Center, an authorized retailer for AT&T. I can get your bill down to $84.99 a month on 1 TV and that includes a mix of the most popular channels. This is a savings of at least $40.00 a month on your tv bill and we’ll even give you one year of hbo max for free! Is your service in a house or an apartment?
Warm Up
Well we are The Solutions Center, please tell me what’s going on with your provider. I take calls from people who need assistance all day. Maybe I can help point you in the right direction.