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Casework/Iport/Justin B. 1454389/ MSISDN: 703-200-1523 Casework/Iport/Justin B. 1454389/Multiple Lines Casework/Intra/Justin B. 1454389/ MSISDN:

GENERIC VM:

Hi, this is Dos from T-Mobile Number transfer Center Tier 2, calling about your number transfer request for the line 347-560-0564, We're just needing additional information to complete the request, please call us back WITH YOUR OLD SERVICE PROVIDER BILLING INFORMATION at 877-525-5833 and we are open 24/7 to assist you, thank you and have a great day, bye for now

6A/6D VOICEMAIL: Hi! this is Dos from T-Mobile Number Transfer Center Tier 2, calling about your number transfer request with the line (PORTING NUMBER). We received a response from your old carrier saying your number is no longer active. For now the request will be closed and no need to worry, all you need to do is to temporarily activate the line with your old carrier and then give us a call at 877-525-5833 to initiate a new request and we are open 24/7 to assist you. Thank you, and have a great day! Goodbye!!!

SPANISH SPIEL:

Un mumento, Llamare Al Equipo Espanol!

SAMPLE VOICEMAIL FOR SINGLE REQUEST 1st/2ND ATTEMPT :

Hi this is Dos from T-Mobile number transfer center tier 2, calling about your number transfer request for the line (216-467-6101). We're just needing additional information to complete the request, please call us back with your old carrier (number transfer pin) at 877-525-5833 and we are open 24/7 to assist you. Thank you and have a great day. Bye for now

SAMPLE VOICEMAIL FOR MULTIPLE REQUESTS 1st/2ND ATTEMPT :

Hi this is Dos from T-Mobile number transfer center tier 2, calling about your number transfer request with multiple lines. We're just needing additional information to complete these requests, please call us back with your old carrier (Number Transfer Pin) at 877-525-5833 and we are open 24/7 to assist you. Thank you and have a great day. Bye for now

Hi this is Dos from T-Mobile number transfer center tier 2, calling about your number transfer request for the line (phone number). We're just needing the correct (number transfer pin) to complete the request, but since we're not able to hear it from you, for now we will close the request and you can call us back to initiate a new request at 877-525-5833 and we are open 24/7 to assist you. Thank you and have a great day. Bye for now

ADVISEMENT: If there are no issues and confirmation is received from your old carrier, the port can be completed immediately but can take up to two hours. please save any voicemails that you want to keep because your old voicemailbox will be deleted and a new one will be needed to set up. you will also receive a text message from T-Mobile confirming that the line is already active, once you received the text message just power cycle your device, kindly turn it off then turn on again, and lastly if I'm calling on the number that is being transferred or replaced, this call may be disconnected as we complete the request.

COMPLETED:

If a confirmation is received: "I have a good news for you! We already got a confirmation from your old carrier. Upon checking, your phone number/s [is/are] already showing active on your account. Please don't forget about the advisements I provided you earlier OK?"

SAME ERROR RECEIVED (SAMPLE SCRIPT):

"(CX NAME) I already submitted the request with the information you provided and we still got the same response from your old carrier that this information is incorrect." "By any chance, do you have other information?"

ALREADY MODIFIED THE REQUEST MULTIPLE TIMES:

"Since you already provided all the information you have and we are still getting the same response upon resubmitting the request. To lessen your effort, is we need to call your old carrier to get further assistance obtaining correct information." "I just want to confirm the name of your old carrier is it ____" ? OR "May I ask the name of your old carrier?"

"Are you the account owner or authorized from old carrier?"

RECAP:

"Just a quick recap, I called you to complete your transfer request, and now we got a confirmation. Phone number/s [is/are] now showing active on the account. Aside from this, is there anything else I can further assist you?"

CLOSING:

Again, this is Dos. Thank you for allowing me to assist u, we appreciate your time! Have a great day! Take care and bye for now.

72HOURS TIME FRAME SCRIPT: Ok customer you have mentioned that you will going to call us back, then I will leave this request open for 72hours or 3days. And if you're unable to call us back within that timeframe I'm going to temporarily cancel or close the request and If you still want to transfer the phone number you can call us back at 877-525-5833 then we will initiate a new request and we are open 24/7 to assist you

6B – Removed Fraud Protection

Good day! This is Dos from T-Mobile NTC calling about your number transfer request for the phone number 111-000-1111. We received a response from AT&T that your number has a fraud protection. Once it has been removed, please call us

SAMPLE OF MEMO FOR OUTBOUND CALLS

-spoke to BRP -discussed the reason of call -provided the porting number and discussed the fallout -customer acknowledged and provided the information -customer provided incorrect info -suggest to call the prepaid dep -spoke to the rep name Jose -conferenced with the customer -provided the correct NTP -provided the advisements -request completed -end of call