PROCESS:
- ONLY AUTHORIZED SALES AGENTS MAY MAKE DIRECTV POST INSTALL CALLS. YOUR MANAGER WILL PROVIDE YOU INFORMATION IF YOU ARE ON THIS TEAM.
- DO NOT OFFER OR SELL ANY OTHER PRODUCTS ON THE OUTBOUND CALL EXCEPT FOR THE PRODUCTS SPECIFIED IN THIS SCRIPT.
- IF THE CUSTOMER ASKS TO BE ADDED TO OUR DO NOT CALL LIST PUT A NOTE IN THE ACCOUNT. If you see this notation on anyones account you may not place a call to them.
- AFTER YOU HAVE MADE CONTACT WITH A CUSTOMER AND SPOKE WITH THEM YOU NEED TO UPDATE THEIR AGEMNI ACCOUNT – IN THE WORK ORDER GO TO CHECK BOXES AND CHECK THE “PRO PLAN OB” BOX.
HOW TO PULL REPORT IN AGEMNI: Reports / Process / Begin Date: 4 weeks prior / End Date: todays date / Search Date: Install / Status: Completed / Provider: DIRECTV / Under check boxes – Pro Plan OB: choose no = NOW PRESS GO
SCRIPT:
5. STILL NO: MOVE TO AT& MOBILE
6. Before I let you go MOVE TO MOBILE
5. Since you are already a valued AT&T customer you are eligible for exclusive offers with AT&T Mobile. In fact right now you can get a $250 Visa gift card for every line you transfer over to AT&T plus unlimited data, talk, and text plans, and best of all you don’t even have to change your phone number. How many lines do you have?
Since you already an AT&T customer I do while you’re on the line to see if we can save you money on your mobile service. The process to switch is very easy, you can keep your phone number, and we can even transfer your contacts right into your new phone. How much are you paying right now?
Now we also have equipment promotions that range from free smart phones to buy one get one free on the newest iPhone or Samsung. What kind of phones are you interested in?
Besides everything I just mentioned you will be joining Americas largest 5G network! AT&T is consistantly ranked as the leader in speed – you can even Google it! Let me just give you a quote for service so you can compare. How many cell phones do you have on your plan?
You know a quick Google search will show you AT&T is consistently rated higher than Sprint across every category including speed and overall performance. And with the $250 Visa gift card I can offer you right now this is the absolute best time for you to make the switch. If you bring over 2 lines I can give you $500. I can give you $1,000 for 4 lines! Lets get this started! What kind of phones do you want?
I understand that Sprint customers cannot talk and use data at the same time. With AT&T you will never have that issue. Lets bring you into the 21st century. Would you want to go with an unlimited data plan?
If I haven’t already mentioned AT&T wireless customers get access to over 30 of the most popular TV channels totally free! You can even watch them right from your cell phone. Lets start the savings process. What name do you want to put it under?
Sprint typically does an 18 month equipment lease payback so do you know how long you have had that phone and how much the phone costs every month? That way we can figure out how much you have left to pay. And don’t forget with our trade in and $250 per line you should be able to MAKE money off of this deal!
As I mentioned earlier, we will give you a $250 visa gift card for each line you transfer over, which can help offset your cost. On top of that we have buy one get one free deals on new iPhone and Samsung models. We even have several FREE smart phones we can set you up with. What kind of phone do you want?
The trade in value depends on the model and shape it’s in, but typically as long as it turns on and the screen isn’t cracked you get top market dollar.
I know cell phone plans can be a little overwhelming and believe it or not this is why so many people end up paying way too much for way too long. Let’s stop being loyal to your carrier and start being loyal to your bank account. How much are you paying now?
You have probably felt like you needed to make a change to your phone plan for a while but there was never a convenient time. Let’s take advantage of this call right now. I talk to people everyday who are paying the same amount for their phone that you would pay to lease a brand new car! It’s outrageous. How many lines do you have?
Please keep in mind the $250 gift card and buy one get one free promo could literally be gone tomorrow. I do not want you to miss out on these huge savings so can we continue now?
IF NOT: What day and time can I call you back?
We use state of the art encryption and are PCI Complaint so your information is totally secure. In fact when I type the number into our system it shows up as an X. We take security very seriously which is another reason I need this information. Can I have that number please?
DETAILS
From 5/24, for a limited time, buy one eligible smartphone, get one free when you add a new wireless line and purchase both on an AT&T installment plan.
- Unlimited plan is NOT required
- TV/BB is NOT required
Requirements:
- Both devices purchased on AT&T Installment plans
- Add at least one new wireless line
| BOGO Eligible Devices | BOGO Free Device |
|---|---|
Apple
|
|
Samsung
|
|
LG
|
|
5a. OK Great. Since you have “# OF LINES” we will give you a “250 / 500 / 750 / 1,000” Visa gift card for switching! And if you are in the military, a veteran, or a 1st responder you can get up to a 25% discount.
5b We can set you up on a plan that gives you unlimited talk, text, and data with 4G speeds. Plus you get access to over 35 of the most popular TV channels including TBS, CNN, and TNT for FREE! And for “# OF LINES” its only “PRICE” per month.
IF THERE ARE LESS THAN 3 LINES TRY AND GET THE CUSTOMER TO ADD ANOTHER LINE.
5c. Since we are giving you $250 for every line you switch to AT&T your biggest savings comes from adding additional lines to your account. Do you have anyone else in your house that we can add to this plan to save you all even more money?
YES: Continue to next
NO: 5d. You should really get at least 2 lines. The phones are buy one get one free or I can set you up with a free phone, too. Plus splitting the bill with someone will help get both of your cost down. Can we go ahead and add a 2nd?
YES or NO: Continue to next
Not a problem we have tons of options. We can set you up on a plan that gives you unlimited talk and text. Plus you will get 3 gigs of data every month with 4G speeds. And any unused data will rollover for you so you won’t lose it. And for “# OF LINES” its only “PRICE” per month.
Since you already an AT&T customer I do while you’re on the line to see if we can save you money on your mobile service. The process to switch is very easy, you can keep your phone number, and we can even transfer your contacts right into your new phone. How much are you paying right now?
Now we also have equipment promotions that range from free smart phones to buy one get one free on the newest iPhone or Samsung. What kind of phones are you interested in?
Besides everything I just mentioned you will be joining Americas largest 5G network! AT&T is consistantly ranked as the leader in speed – you can even Google it! Let me just give you a quote for service so you can compare. How many cell phones do you have on your plan?
You know a quick Google search will show you AT&T is consistently rated higher than Sprint across every category including speed and overall performance. And with the $250 Visa gift card I can offer you right now this is the absolute best time for you to make the switch. If you bring over 2 lines I can give you $500. I can give you $1,000 for 4 lines! Lets get this started! What kind of phones do you want?
I understand that Sprint customers cannot talk and use data at the same time. With AT&T you will never have that issue. Lets bring you into the 21st century. Would you want to go with an unlimited data plan?
If I haven’t already mentioned AT&T wireless customers get access to over 30 of the most popular TV channels totally free! You can even watch them right from your cell phone. Lets start the savings process. What name do you want to put it under?
Sprint typically does an 18 month equipment lease payback so do you know how long you have had that phone and how much the phone costs every month? That way we can figure out how much you have left to pay. And don’t forget with our trade in and $250 per line you should be able to MAKE money off of this deal!
As I mentioned earlier, we will give you a $250 visa gift card for each line you transfer over, which can help offset your cost. On top of that we have buy one get one free deals on new iPhone and Samsung models. We even have several FREE smart phones we can set you up with. What kind of phone do you want?
The trade in value depends on the model and shape it’s in, but typically as long as it turns on and the screen isn’t cracked you get top market dollar.
I know cell phone plans can be a little overwhelming and believe it or not this is why so many people end up paying way too much for way too long. Let’s stop being loyal to your carrier and start being loyal to your bank account. How much are you paying now?
You have probably felt like you needed to make a change to your phone plan for a while but there was never a convenient time. Let’s take advantage of this call right now. I talk to people everyday who are paying the same amount for their phone that you would pay to lease a brand new car! It’s outrageous. How many lines do you have?
Please keep in mind the $250 gift card and buy one get one free promo could literally be gone tomorrow. I do not want you to miss out on these huge savings so can we continue now?
IF NOT: What day and time can I call you back?
We use state of the art encryption and are PCI Complaint so your information is totally secure. In fact when I type the number into our system it shows up as an X. We take security very seriously which is another reason I need this information. Can I have that number please?
DETAILS
From 5/24, for a limited time, buy one eligible smartphone, get one free when you add a new wireless line and purchase both on an AT&T installment plan.
- Unlimited plan is NOT required
- TV/BB is NOT required
Requirements:
- Both devices purchased on AT&T Installment plans
- Add at least one new wireless line
| BOGO Eligible Devices | BOGO Free Device |
|---|---|
Apple
|
|
Samsung
|
|
LG
|
|
6. Great, what type of phones do you have now?
7. Are you paying any of those devices off right now?
8. Great so the gift cards will help offset those fees plus you can trade those phones in for cash. We also have free smart phones and buy one get one free on iPhone XR right now! Let’s continue building your package. Can you verify your full name with spelling as is shows on your drivers license?
8. Great so the gift cards will just be cash in your pocket plus you can trade those phones into us for an even bigger savings. We also have free smart phones and buy one get one free on iPhone XR right now! Can you verify your full name with spelling as is shows on your drivers license?
Since you already an AT&T customer I do while you’re on the line to see if we can save you money on your mobile service. The process to switch is very easy, you can keep your phone number, and we can even transfer your contacts right into your new phone. How much are you paying right now?
Now we also have equipment promotions that range from free smart phones to buy one get one free on the newest iPhone or Samsung. What kind of phones are you interested in?
Besides everything I just mentioned you will be joining Americas largest 5G network! AT&T is consistantly ranked as the leader in speed – you can even Google it! Let me just give you a quote for service so you can compare. How many cell phones do you have on your plan?
You know a quick Google search will show you AT&T is consistently rated higher than Sprint across every category including speed and overall performance. And with the $250 Visa gift card I can offer you right now this is the absolute best time for you to make the switch. If you bring over 2 lines I can give you $500. I can give you $1,000 for 4 lines! Lets get this started! What kind of phones do you want?
I understand that Sprint customers cannot talk and use data at the same time. With AT&T you will never have that issue. Lets bring you into the 21st century. Would you want to go with an unlimited data plan?
If I haven’t already mentioned AT&T wireless customers get access to over 30 of the most popular TV channels totally free! You can even watch them right from your cell phone. Lets start the savings process. What name do you want to put it under?
Sprint typically does an 18 month equipment lease payback so do you know how long you have had that phone and how much the phone costs every month? That way we can figure out how much you have left to pay. And don’t forget with our trade in and $250 per line you should be able to MAKE money off of this deal!
As I mentioned earlier, we will give you a $250 visa gift card for each line you transfer over, which can help offset your cost. On top of that we have buy one get one free deals on new iPhone and Samsung models. We even have several FREE smart phones we can set you up with. What kind of phone do you want?
The trade in value depends on the model and shape it’s in, but typically as long as it turns on and the screen isn’t cracked you get top market dollar.
I know cell phone plans can be a little overwhelming and believe it or not this is why so many people end up paying way too much for way too long. Let’s stop being loyal to your carrier and start being loyal to your bank account. How much are you paying now?
You have probably felt like you needed to make a change to your phone plan for a while but there was never a convenient time. Let’s take advantage of this call right now. I talk to people everyday who are paying the same amount for their phone that you would pay to lease a brand new car! It’s outrageous. How many lines do you have?
Please keep in mind the $250 gift card and buy one get one free promo could literally be gone tomorrow. I do not want you to miss out on these huge savings so can we continue now?
IF NOT: What day and time can I call you back?
We use state of the art encryption and are PCI Complaint so your information is totally secure. In fact when I type the number into our system it shows up as an X. We take security very seriously which is another reason I need this information. Can I have that number please?
DETAILS
From 5/24, for a limited time, buy one eligible smartphone, get one free when you add a new wireless line and purchase both on an AT&T installment plan.
- Unlimited plan is NOT required
- TV/BB is NOT required
Requirements:
- Both devices purchased on AT&T Installment plans
- Add at least one new wireless line
| BOGO Eligible Devices | BOGO Free Device |
|---|---|
Apple
|
|
Samsung
|
|
LG
|
|
BEFORE YOU RUN CREDIT
-
BE SURE YOU ENTERED ALL OF THE CUSTOMERS INFO PERFECTLY. EVEN THE SMALLEST MISTAKE CAN TRIP UP THE SYSTEM AND CAUSE AN ANALYST REVIEW
-
CHECK FOR PAST DUE BALANCES – IF THE CUSTOMER OWES ANY $ TO AT&T OR DIRECTV THEY WILL NOT PASS CREDIT. YOU CAN HOWEVER COLLECT THAT $ AND TAKE THE NEW ORDER.
10a. Great, thank you. I will need you to take your driver’s license or state ID out. While you do that what address should we ship your new phones too? Is there a unit or apartment #?
10b. And we will also need an email address to send you a confirmation.
10c. Thanks again. Great, just a few verification items for your protection to qualify you for this new equipment. Whats your name as it appears on your license?
10d. What is your driver’s license number? And the issuing state? And the expiration date?
IF CUSTOMER ASKS WHY: AT&T takes security very seriously and we want to make sure you are who you say you are.
10e. And whats your date of birth?
10f. Lastly to determine service eligibility I will need to run a credit check or use your existing credit info on file with AT&T. Can I have your social security number please?
IF CUSTOMER ASKS WHY: AT&T takes your security very seriously and we must ask these types of questions for qualification purposes and to ensure this is a secure transaction.
Because we are giving a new promotion we do need to run a credit check.
IS THIS GOING TO AFFECT MY SCORE: It can affect your score however its not a hard pull as if you were applying for a house or a car.
As I mentioned earlier, we will give you a $250 visa gift card for each line you transfer over, which can help offset your cost. On top of that we have buy one get one free deals on new iPhone and Samsung models. We even have several FREE smart phones we can set you up with. What kind of phone do you want?
The trade in value depends on the model and shape it’s in, but typically as long as it turns on and the screen isn’t cracked you get top market dollar.
I know cell phone plans can be a little overwhelming and believe it or not this is why so many people end up paying way too much for way too long. Let’s stop being loyal to your carrier and start being loyal to your bank account. How much are you paying now?
You have probably felt like you needed to make a change to your phone plan for a while but there was never a convenient time. Let’s take advantage of this call right now. I talk to people everyday who are paying the same amount for their phone that you would pay to lease a brand new car! It’s outrageous. How many lines do you have?
Please keep in mind the $250 gift card and buy one get one free promo could literally be gone tomorrow. I do not want you to miss out on these huge savings so can we continue now?
IF NOT: What day and time can I call you back?
We use state of the art encryption and are PCI Complaint so your information is totally secure. In fact when I type the number into our system it shows up as an X. We take security very seriously which is another reason I need this information. Can I have that number please?
You know a quick Google search will show you AT&T is consistently rated higher than Sprint across every category including speed and overall performance. And with the $250 Visa gift card I can offer you right now this is the absolute best time for you to make the switch. If you bring over 2 lines I can give you $500. I can give you $1,000 for 4 lines! Lets get this started! What kind of phones do you want?
I understand that Sprint customers cannot talk and use data at the same time. With AT&T you will never have that issue. Lets bring you into the 21st century. Would you want to go with an unlimited data plan?
If I haven’t already mentioned AT&T wireless customers get access to over 30 of the most popular TV channels totally free! You can even watch them right from your cell phone. Lets start the savings process. What name do you want to put it under?
Sprint typically does an 18 month equipment lease payback so do you know how long you have had that phone and how much the phone costs every month? That way we can figure out how much you have left to pay. And don’t forget with our trade in and $250 per line you should be able to MAKE money off of this deal!
DETAILS
From 5/24, for a limited time, buy one eligible smartphone, get one free when you add a new wireless line and purchase both on an AT&T installment plan.
- Unlimited plan is NOT required
- TV/BB is NOT required
Requirements:
- Both devices purchased on AT&T Installment plans
- Add at least one new wireless line
| BOGO Eligible Devices | BOGO Free Device |
|---|---|
Apple
|
|
Samsung
|
|
LG
|
|
OUR COMPANIES AT&T INFORMATION:
Dealer Type: LSP
AT&T Dealer Code: T25BS
AT&T Supervisor: Elianna Samuels
AT&T Supervisors UID: es544t
IMPORTANT PHONE NUMBERS:
Wireless back office (if opus is down or slow): 1 (800) 797-3520
NRST- order placement/flow issues and unable to complete order: 1 (866) 238-2219
PAC- porting inquiries/status: 1-888-898-7685
NCVC- customer credit issues/blocks/freezes: 1-866-926- 8262
PASSED
11a. Great, you qualified for the offer with flying colors. Lets get on to the fun stuff and choose your new phones. I just want to confirm you are setting up “# OF LINES.” Is that correct?
11b. We have some great promos on tablets and watches. Do you want to add those right now?
11c. Since we are able to offer such deep discounts, the only upfront due TODAY is the tax on your new phones. Do you have money available on a credit card now for that?
- (note to reps: we have to collect taxes even on the free phones today)
YES CONTINUE
IF NO 11d. Can I ask when you will have those funds available? I don’t want you to miss out on the offer and new phones! SET UP A CALL BACK IF YOU NEED TO
FOLLOW THIS PROCESS FOR EACH LINE – IF YOU HAVE ALREADY DONE THIS FOR THE 1st LINE & THEY DID NOT HAVE THE ACCOUNT # AND PIN YOU DO NOT HAVE TO REPEAT THIS STEP AGAIN
11c. Great lets choose your phone. Do you have a particular phone you want to get or can I suggest one for you?
SUGGEST FREE PHONES or BOGO PHONES THAT ARE UNDER PROMOTION.
MANUFACTURER (iPhone, Samsung, etc..):
DEVICE MODEL, COLOR, AND STORAGE:
PAY PLAN: Choose 30 months
11d. Lets get your phone number ported. We will need your account number and the pin number from your carrier. Do you have this information perhaps on a bill?
YES: Great! Can I have the phone number you want to port? And the account number. And the pin? And whats the name on that account? And the billing address on file with the carrier?
NO: Thats not a problem. We can assign you a new number now and port your phone number later. That way we can lock you into this promotion. AT&T has a special department that will help you with the process and makes it quick and simple. DO NOT cancel your old service until the phone number swap is complete. Please take down the number for the department that will complete the process for you. Are you ready? Thats 888-898-7685. Did you get that?
HIGH RISK
11a. You actually did qualify for a portion of the promotion, but not for all the discounts I mentioned. Is there someone else in the household we can qualify so I can deliver all the discounts I promised, I don’t want you to lose out on all this money.
11b. YES What is their name and social? Do I have their permission to run credit?
PREVIOUS CUSTOMER or FAILED TWICE
10. I couldn’t get you approved for the offer at this time, but you were instantly approved for Total Tech Premium which bundles top features including 250 gigs of cloud storage so you can make sure your phone is always backed up. It also includes secure password storage and an anti- theft feature for your phone. This plan retails for $150, but if you add our plan today I can discount your upfront fee to $49.99 and then only $9.99 a month and we will send you a link so you can start your phone backups now. What credit card would you like to use?
You really need a cloud backup service to make sure your contacts, photos, and videos are kept safe and secure – even if you were to lose your phone! And since we offer plans for half of what our competitors charge it really is a tremendous value! I can activate your plan in just a few simple steps. Can we go ahead and add that plan?
You also get a personal firewall, parental controls, and the same secure password manager sold at Office Max. This plan is an absolute must have service these days! If you have Internet or Cell service you need this too! You cannot go without it. And we will cover a computer and smart phone to make sure you are fully protected. Are you sure you want to turn this down today?
Ok well I am sorry we cannot help you today. Have a great day.
You’ve reached The Solutions Center. While you’re on the line I can save you money with exclusive promotions. We have a discounted plan that protects you from online threats threats plus gives you 24/7 support on your computer, smart phones, TV, and tablets. Let’s start the process what’s your address?
You simply misdialed the number don’t worry it happens all the time. I can get you a discounted plan that covers unlimited help with virus removal, software installation, new device setup, and so much more at almost 50% off the retail price. It only takes a few minutes. All I need is your address. What is it?
This plan is through The Solutions Center not your carrier. Your carrier does not offer this coverage with your Internet service which puts you at risk of viruses and your information being put on the dark web. Can we please go ahead and get you protected today?
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 can help resolve your issue and give you support that you simply do not get with your Internet provider. Lets make sure you are fully covered. What is your first and last name?
- 24/7/365 Support for Internet connected electronics (computer, tablet, smart tv, game console, cameras, blue ray, etc…)
- US Based call center
- Virus and spyware removal
- Pc, tablet, smartphone set up
- Add device to network
- Performance tune up
- Software install or repair
- Wireless network set up
- Unlimited virus removals
- Hard drive defrag
- Chat, web, or phone support
- Anti virus
- Anti spyware
- Anti hacker
- Parental controls
- Digital wallet
- Unlimited virus removals
- Ransomware scanning and removal
- Automated backups
- Cloud storage
- Form fill
- Smart logins
- Easy backup
- 256 bit encryption
- Remote file access
- Personal firewall
- Guaranteed protection
- Anti theft for phone + tablet
- Anti phishing / safe surfing
SECOND PRODUCT
12. OK thats a bummer, but I see you are not protected with the Total Tech Premium which bundles top features including 250 gigs of cloud storage so you can make sure your phone is always backed up. It also includes secure password storage and an anti- theft feature for your phone. The best part is you can keep this vital service no matter who your cell carrier is. This plan retails for $150, but if you add our plan today I can discount your upfront fee to $49.99 and then only $9.99 a month and we will send you a link so you can start your phone backups now. What credit card would you like to use?
You really need a cloud backup service to make sure your contacts, photos, and videos are kept safe and secure – even if you were to lose your phone! And since we offer plans for half of what our competitors charge it really is a tremendous value! I can activate your plan in just a few simple steps. Can we go ahead and add that plan?
You also get a personal firewall, parental controls, and the same secure password manager sold at Office Max. This plan is an absolute must have service these days! If you have Internet or Cell service you need this too! You cannot go without it. And we will cover a computer and smart phone to make sure you are fully protected. Are you sure you want to turn this down today?
Ok well I am sorry we cannot help you today. Have a great day.
You’ve reached The Solutions Center. While you’re on the line I can save you money with exclusive promotions. We have a discounted plan that protects you from online threats threats plus gives you 24/7 support on your computer, smart phones, TV, and tablets. Let’s start the process what’s your address?
You simply misdialed the number don’t worry it happens all the time. I can get you a discounted plan that covers unlimited help with virus removal, software installation, new device setup, and so much more at almost 50% off the retail price. It only takes a few minutes. All I need is your address. What is it?
This plan is through The Solutions Center not your carrier. Your carrier does not offer this coverage with your Internet service which puts you at risk of viruses and your information being put on the dark web. Can we please go ahead and get you protected today?
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 can help resolve your issue and give you support that you simply do not get with your Internet provider. Lets make sure you are fully covered. What is your first and last name?
- 24/7/365 Support for Internet connected electronics (computer, tablet, smart tv, game console, cameras, blue ray, etc…)
- US Based call center
- Virus and spyware removal
- Pc, tablet, smartphone set up
- Add device to network
- Performance tune up
- Software install or repair
- Wireless network set up
- Unlimited virus removals
- Hard drive defrag
- Chat, web, or phone support
- Anti virus
- Anti spyware
- Anti hacker
- Parental controls
- Digital wallet
- Unlimited virus removals
- Ransomware scanning and removal
- Automated backups
- Cloud storage
- Form fill
- Smart logins
- Easy backup
- 256 bit encryption
- Remote file access
- Personal firewall
- Guaranteed protection
- Anti theft for phone + tablet
- Anti phishing / safe surfing