Irss

IRU-SS Call Flow Job Aid

Remember, this is only a job aid. The call flow is fluid and the only parts that don’t move are the Opening & Call Closing!

RED CARPET OPENING

Thank you for calling AT&T My Name is __________, how may I help you today? (Wait for response)

Provide PIR / AER Statements (Acknowledge-Empathize-Reassure)

This should come immediately after the customer states the reason for their call.

* I definitely understand how important [customer concern] and I will be more than happy to help you with].

VALIDATE THE ACCOUNT - *129685 & *136015

Are you calling about XXX-YYY-ZZZZ? [wait for response] Thank you! Who do I have the pleasure of speaking to? And could you please provide me with the name on the account? [if caller is different from account holder name] and for security purposes could you provide me with the Password/SSN/IMEI/etc? [according to acct indicator in Clarify]

GATHER INFORMATION

[Do within first 3 min of call] Check NBA Tab for CPNI Consent [Approved Permanent Consent & Implied Consent do not require CPNI to be re-read]. If CPNI exists, read CPNI statement verbatim. Check for initial eligibility of products in Clarify & System X.

* Choose “Use Home Address” [Second Option under Customer Lookup]

* Confirm Address with Customer

* Click “Modify”, then click “Validate”

* After System X refreshes, click “Lookup” [Button will be at bottom of Customer Lookup]

* Scroll to bottom of page and review availability. If product says “Click here to resolve” then click the link and take action.

Ask questions, listen to the customer and review the account as the customer explains their reason for calling. Use a mix of open ended, closed ended and sequencing questions.

RESOLVE THE ISSUE

Use all available tools and resources to tailor the best resolution for the customer and position your recommendation confidently as an expert.

Make your recap effortless and offer an email or text when it...