Notes ni mentor

CID: Account number: Identity of the chatter: AH/3rd Party Name of the chatter: DPA STATUS: PASSED/ FAILED DPA TIME STAMP: Contact number update status: Verified/Updated Email address status: Verified/Updated CJM: N/A WO: N/A QUERY: RESOLUTION: BE: N/A

5-5-5 TEMP CHECK

I’d recommend not to away for too long, just so you don’t miss out on this great opportunity. Offers like this don’t stay available for long, and I’d love for you to take advantage of it while it’s still here.

Thank you for confirming. Since you’ve decided to move forward with another provider, I’ll continue with the cancellation request.

TEMPT CHECK

I don't mean to rush you. But I'm just checking in if we are still connected?

We haven’t heard from you in a while. Is everything okay?

It appears you have left this chat session as I have not received a response. For further assistance, please re-join chat at a more convenient time where we will be happy to help. I will now end this chat session and please take a moment to complete our survey based on how I assisted you today. Have a great day. 👋

UNRESPONSIVE INTRO || FOLLOW 555 || NFAT

It appears that you've left the session before we're able to discuss your query/request. Please be advised that I will now close the conversation. If you still need further assistance, feel free to message us back between 8AM to 10PM and we’ll be glad to assist you. Take care. 👋

Just checking to see if we're still connected? We haven’t heard from you in a while. Is everything okay?

GHOST SPIEL

It appears you have left this chat session as I have not received a response. For further assistance, please re-join chat at a more convenient time where we will be happy to help.

I will now end this chat session and please take a moment to complete our survey based on how I assisted you today. Have a great day.👋

HOLD SCRIPT

Thanks for waiting. Just to let you know, we can actually convert your current package into a Volt bundle by adding an O2 SIM along with a basic TV package. One of the great perks of Volt is the boosted broadband speed so instead of staying at 516 Mbps, your speed would be boosted all the way up to 1130 Mbps at no extra cost as part of the Volt benefits.

DISCOVER BUNDLING

1ST holds

I appreciate you waiting. I’m currently reviewing our options to find the best package for your needs. I’ll be right back with an update I understand this is important to you. Please bear with me while I look into the most suitable package—we’ll get this sorted shortly. Let me do a quick check behind the scenes to find the best fit for you. I’ll be back in just a moment Let me take a moment to explore the most suitable package for your needs—I’ll be right back with an update I’m currently reviewing your account and comparing packages. I’ll be back shortly with the best match

2ND holds

Thanks for your patience! I’m still reviewing a few options to make sure I find the best fit for you. I’m still in the process of checking our system to see what’s available. Thank you for holding. I want to make sure I get this right for you. Please bear with me while I look into the best available options I’m still with you—just taking a moment to ensure I recommend the most cost-effective option Thanks for waiting—I’m narrowing down the options now to find something that works well for you

3RD holds

Thanks for hanging in there! I’m almost done reviewing the available packages and will update you shortly I’m just confirming the details of a few packages that might suit your needs. I appreciate your patience I want to make sure I get this right for you. Please bear with me while I look into the best available options

PROCESSING AN OFFER

1st holds

I’m currently processing the offer for you. I’ll update you shortly once everything is done, please stay connected. I’m working on getting this offer applied to your account. I’ll be right back with an update. Just a quick moment while I complete the setup on my end—I’ll confirm once it’s all done.

2nd Holds

I’m still making sure everything is accurate applying the offer in your account. Thanks for bearing with me. I’m still with you—just processing the offer now. I’ll let you know once I'm done. Please bear with me. Thanks for holding on. I’m still applying the agreed offer now and will confirm once it’s successfully added.

3rd holds

I’m finalizing the offer for you now. If you have any questions while I work on this, feel free to ask I’m just wrapping up the process on my end. I appreciate your patience—it won’t be long Almost there! I’m just reviewing the final details to ensure everything goes smoothly

Processing Disco:

1ST holds

Thanks for your patience! I will now process your disconnection. Please hold on a moment. I’m currently processing your request. I’ll update you shortly once everything is done, please stay connected.

2ND holds

I’m still working on completing your disconnection. Please bear with me a little longer. I’m in the middle of finalizing your disconnection. Thanks for hanging in there.

3RD holds

Finalizing your disconnection now. I’ll be right back with confirmation. Almost done—just finishing up the disconnection. Please hold for a moment. Wrapping up your request now. I’ll confirm once everything is complete. Thanks for your patience

ADDITIONAL HOLD SCRIPTS

Give me a quick second I’ll sort this out! Bear with me for a bit I’m on it! Hold on just a moment I appreciate it! I appreciate your patience just a moment, please! Kindly hold on for a brief moment while I check that for you. Let me take a quick look please bear with me! I’ll be right back with you thanks for waiting! Just a sec, I’m working on that now! Hang tight for a moment I’ll get that sorted! Thanks for holding I’ll have an update shortly!

REVIEING THE ACCOUNT

I’ll take a moment to check your account and will return shortly. 😊 Thank you for your patience! It will take me a little while to review your account, so please stay connected. Thank you for your understanding. I will need a few more minutes to resolve this for you. Thanks for your understanding! I’m still reviewing your account to ensure I give you the best response. I’ll be right back. I appreciate your patience! Please hold on for a moment while I dig a little deeper into this. Thank you for waiting! I just need a few more minutes to resolve this for you. Sorry to keep you waiting. Please hold on as I investigate this matter further. I need another few minutes to look into this. Please bear with me.

ACKNOWLEDGEMENT

Thanks so much for your patience—I really appreciate it! I truly appreciate you hanging in there! Big thanks for being so understanding! I appreciate your patience—it means a lot! Thanks for sticking with me—I really value your time! Your patience is greatly appreciated—thank you! PROGRESSIVE QUESTIONS

OFFERING:

How does the offer sounds to you? Which of these two options would you prefer? How would you like to move forward?
Shall we go ahead and book the deal? Are you happy with that?

ASKING IF THERE IS ANYTHING ELSE:

Did I manage to clarify everything for you? Is there anything more you’d like to know? Do you have any additional questions? Are there any concerns we haven't covered yet? Is there any additional information you require? Was I successful in providing clarity? Do you have any concerns that we haven't addressed yet? Was I able to clear things up? All clear so far? All good with this? How do you wish to proceed? All good so far? Are things clear so far? Was I able to clear things up? Are you happy with that? Are we all good with that? How does that sound? How's that for you? Happy to go ahead? May I know how do you wish to proceed? How do you wish to continue? Which one do you prefer? Which do you prefer? All good to proceed? What do you think? What are your thoughts? Shall we proceed? Shall we explore more options? Do you have any other question?