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CALL FLOW (COX)

-OPENING: Hi, Thank you for calling COX, this is John. How may I help you? -AER

-CHECK UNDERSTANDING AND PROBE

-AUTHENTICATE Ask for the full name. (Authenticate in the IVR) acknowledge the customer for authenticating. (don't ask how and don't mention IVR) Authentic manually option 2

  1. Phone number (If there is no service number in the account don't use the steps 3)
  2. Address of the customer
  3. Account number
  4. Last 4 of SSS To fully authenticate the account ask for the pin number (after pulling up manually the account)

-OPEN SC (INTENT) (ask for the callback number in between opening the SC and acknowledging the loyalty)

-ACKNOWLEDGE LOYALTY (a must to acknowledge the customer loyalty)

-SET CUSTOMERS EXPECTATIONS AND PROVIDE RESOLUTIONS (always use "we")

-CHECK FOR SALES OPPORTUNITY

-RECAP

-SSO (website which is the cox.com and cox app that can be download just create an online account using the email address)

-TEMP-CHECK (asking for any assistance "is there anything else?")

-BRAND THE CALL AND CLOSING