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The purpose of this article is to give examples of the various scripts to use while speaking with Uverse customers

on support calls.

Opening and Closing Call Opening

Use the following to create a call opening:

Brand AT&T. Clearly state your name. Advise the customer which department they have reached. Verify the number being reported. Include an offer to help. Use the following approved Opening Scripts - Tier 1:

Thank you for choosing AT&T, This is [agent's name/ID] with U-verse Support. May I have the telephone number you are calling about today? [Pause for answer] How may I help you? Thank you for calling AT&T. You have reached U-verse Support. This is [agent's name/ID]. Would you please give me the telephone number associated with your account? [Pause for answer] How may I help you? Thanks for choosing AT&T. You have reached [agent's name/ID] in U-verse Support. Please provide me with the phone number you are calling about. [Pause for answer] Thank you, How may I help you? Use the following approved Opening Scripts - Tier 2:

Thank you for calling AT&T U-verse Tier 2 Support. My name is [agent's name], and my ID is [agent's ID]. May I have the billing account number or telephone number associated with the account you are calling about today? And with whom am I speaking? Can I have a good call back number just in case we are disconnected? May I also have your preferred e-mail address so I can make sure your account information is current? My goal is to ensure you are very satisfied and you may receive a survey to rate the service I provide today.

Call Closing

Use the following points to create a great closing:

Statement of goal. Verify Satisfied with Resolution. Verify Satisfied with Escalation. Tier 2 agents follow Escalation Process related to response. Show Appreciation for the customer. Brand AT&T. Use the following approved Closing Scripts - Tier 1:

Resolution: Mr./ Ms. [customer's name], it was my goal to ensure you were very satisfied with my service. I hope I have resolved your issue. Thank you for choosing AT&T. It was my goal to provide you with very satisfied service today. You will receive an e-mail asking you to rate my service. To make sure that you will receive this feedback e-mail, may I have your preferred e-mail address? [Pause for answer] We appreciate your feedback and value you as an AT&T customer. Thank you for choosing AT&T Escalation: Mr./ Ms. [customer's name], in order to ensure your issue is resolved and you are very satisfied, I need to get a specialist involved. [Follow transfer procedures.] Use the following approved Closing Scripts - Tier 2:

Empathy Statement: I will be happy to assist you with this and I do apologize for any inconvenience you may have been caused. Power Statement: I will be glad to assist you. I can help you with that. Closing Scripting: It was my goal to provide you with excellent service and to ensure you are very satisfied. We value you as an AT&T customer and hope you have an excellent day/evening! Thank you for calling U-Verse Tier II Technical Support. Assure Customer

The purpose of the Assure Customer phase is to assure the customer that you understand and own the issue. Your statement(s) in this phase must accomplish the following:

Express genuine, relevant empathy/apologies as needed.

Confirm understanding of the customer's issue (Restate). Assure the customer that you will be able to help them (Ownership). Inform customer what you are about to do and why. Ask permission to move forward. Convey respect. Use the following approved Assure Customer Scripts:

I understand, Mr./ Ms. [customer's name], we need to resolve [state the issue]. I just need to ask a few questions so we can resolve this. Is that okay? Mr./ Ms. [customer's name], I know how frustrating it is when your remote does not work. I just need to ask you a few questions so we can resolve the issue. Is that okay? Mr./ Ms. [customer's name], I know how frustrating it is when your TV is not working properly. I can certainly help. I just need to ask a few questions to determine the cause of your trouble. Is that okay with you? Upgrade Opportunities

Are you happy with the number of channels you have? There are a few Internet users in your home, are you satisfied with your Internet speed? For only a few dollars more, I can double your speed! Did you know that AT&T recently expanded our HD Channel Offerings? The cost difference in adding HD is only about $0.30 per day! Would you like to take advantage of this great opportunity today as well? Put It All Together - Sample Call Flow

Thank you for choosing AT&T, This is [agent's name] with U-verse Support. May I have the telephone number you are calling about today?

Locate the customer in Clarify: Click the Find Caller icon. Enter the telephone number provided into the CBR Phone search field. If the account can not be located, search for the caller using the name on the account: Select the Search menu. Click Account. Enter the caller's first and last name in the "Account Name" field. Click Search:

./Mrs. ./Mrs. Zip field. cell phone. technical difficulties. Click the Contact Information tab on the customer's Interaction Home page. Confirm the customer can be contacted at the number they provided in case the call is disconnected. proceed with step two. Note: If the agent cannot locate the account. How can I help you today? Address the customer by their first name only when the customer requests to be addressed by their first name. I know how frustrating it is when your remote does not work. I am going to own this issue for you to ensure resolution today. Is that okay? Tier 2 . Would this be a good call back number in case we get disconnected? Document the alternate number (e. Avoid the use of "sir" or "ma'am. Click Search. return to the "Find Caller" search field: Enter the first two letters of the customer's first and last name in the First Name and Last Name fields and the ZIP code in the Serv. Select the account from the list of search results. I just need to ask you a few questions so we can resolve the issue.If the account is located. office phone.g. If the account is not located.Mr. spouse cell phone) in the Clarify case. Follow with a suitable personal apology statement if or when the customer mentions poor service. and locate the "Alt Phone" field." Assure the customer that you understand and own the problem: Tier 1 . (Using the verbiage on owning the issue will diffuse escalated customers and help your The AT&T Customer Rules! Feedback Tool (TACR!FT) score). [customer name]. [customer name].Mr. the customer must be clearly advised that it is likely they will be disconnected during the process. refer to Clarify Search For A Customer for alternate search methods. or bad experiences with AT&T: CVoIP Trouble Shooting Requirements When performing trouble shooting on Consumer Voice over Internet Protocol (CVoIP) customers.

such as a cell phone. -------------------------------------------------------------------------------- Hold Process Jump to: Agent-Initiated Holds | Customer-Initiated Holds Agent-Initiated Holds Agents should strive to only place a customer on hold when transferring to another department or when escalating to a manager or approved floor walker: Mr. Does that work for you? ./Mrs. Mr. I am continuing to work on your issue. [customer's name]. If customer has time. in order to provide excellent service to all our customers. Mr. check back with the customer to explain they need to remain on hold for a little longer: Mr. [customer's name] Thank you for holding. [customer's name]. Unfortunately./Ms./Mrs. . May I place you on hold for two minutes? If the hold time is longer than two minutes. telephone number. It will be just a few more moments. I appreciate your patience. I am only able to hold for a few minutes. I will need to engage (state the name of the department or person). I would be happy to hold. I need an alternate number like a cell phone where you can be reached right now. [customer's name]. provide them with the case number.If no.Agents must obtain and discuss valid alternate CBR. To make sure that we can continue to work together on your issue until it is resolved. and options to select when calling. provide the customer with the hours of operation (24/7) and politely recommend they call back at a more convenient time. it is possible that the steps we are going to take will disconnect our call./Ms. agents should set expectation that they cannot hold indefinitely. that way I can call you back immediately and we can pick up where we left off. while we are working on restoring your telephone service. in order to resolve this issue. and use a Closing Script to end the call. Would you continue to hold? Customer-Initiated Holds When a customer asks to place the call on hold for personal reasons.

last four digits of SSN (provide SSN)]. May I please have your user ID for my notes? Thank You I am transferring [customer's name] to you. and they are happy to take it from here. explain the reason they need to contact the other department. hold for two minutes. this is [your name]. obtain theirs and inform the agent of the account credentials the customer used for authentication: Hi. to help you with [insert issue]. -------------------------------------------------------------------------------- Transfer Tools When escalating to another department. [customer's name] I want to make sure I get this issue resolved for you once and for all. Do you have a pen and paper? If the customer accepts. If it is outside the hours of operation for the receiving department. The customer was authenticated using [password (provide password). I am sorry this is not a good time for you. [customer's name]. May I bring [customer's name] on the line now? Introduce the customer to the receiving agent: Mr. in Tier One Tech Support. seven days a week. thank you for holding. I have [other agent's name] on the line./Ms. On warm transfers. and hours of operation. [customer name]./Mrs. you will need to contact the [department's name] office during business hours. We are available to assist you 24 hours a day./Mrs. provide your user ID. The operating hours are [quote appropriate . Mr. pending dispatches and orders. The transfer code will send you or the customer to a routing system (after telephone number is inputted) to ensure the customer gets to the right agent. Explain the reason for the transfer: Mr. Introduce yourself to the receiving department. Review recent account activity. the agent should input the telephone number into the routing system. and existing services.Mr. The best way I can do this is to get you to a specialist who is specifically trained to help with the issue you are having./Ms. the telephone number. [customer's name]. I have updated them on what we have done so far. Would it be better for you to call at a time that may be more convenient for you? I will provide you with information that will help us to service you more efficiently when you call. make sure to include these four items: Make sure you use the transfer codes when available. who is [insert issues] case number is [Clarify Case Number]. along with options to choose if available.

regarding dispatch issues are not transferred at all. -------------------------------------------------------------------------------- Abusive Customer Script There is a difference between an abusive customer and an irate customer. Note: For warm transfers./Ms [customer name]. again. If the call is not answered after two minutes. then release the call. Stay on the line with the customer. . See Intensive Care Unit Escalations. Second Incident Mr. agents should advise the customer they will be connected to the next available agent within the department to which they are being transferred. If UVDC hold times are in excess of five minutes./Ms [customer name]. agents must follow the warm transfer process and limit hold time to two minutes. then relay the information back to the customer. Irate customers should be cared for according to the guidelines.operating hours as described in the contacts list]. Include what telephone number you dialed. discuss the issue with the UVDC technician. An abusive customer is swearing at you and refusing to participate in resolution of their issue. Remember. Exception: Calls being transferred to T2 and internal T1 should always be warm transferred. Their contact number is [xxx-xxx-xxxx] [if known or toll free number and options to choose]. Please stop swearing/using bad language/being abusive towards me. alert your force manager. Provide the customer with the number to the office and connect the call to the department queue. An irate customer may be swearing due to frustration over AT&T services. I am trying my best to assist you. for irate customers you can be the difference to change their impression of AT&T around: First Incident Mr. U-verse Dispatch Center (UVDC). I am asking you to please stop swearing/using bad language/being abusive towards me or I will have no choice but to terminate this call.

. I have no choice but to terminate this call.att. Thank you for choosing AT&T U-verse Services. Has this issue been resolved to your satisfaction? Great! To ensure your satisfaction. Can you think of anything else that I can assist you with? Once again Mr. or Gender of Premises Technician Advise the customer that technicians are assigned based on skill sets and availability. I would like to give you a direct number to call us back at Tier 2 support. (See Tier 2 Callback Codes tab in Contact Numbers and Transfer Codes . -------------------------------------------------------------------------------- Customers Requesting Specific Ethnicity. I want to ensure I have addressed all of your current needs on this call./Ms [customer name]./Ms [customer name]. -------------------------------------------------------------------------------- Closing Script For Tier 2 Agents to be Used with Frequent Callers To make sure we have resolved your issue. These help pages may help with future questions: Provide the customer with channel 411 information. should the same issue arise within the next day or two: 1-877-293-9986.Third Incident Mr.com/u-verse/support URL. Provide the customer with the www. Please call back when we can discuss the matter calmly to resolve your issue.Tier 2 for PIN Number). Race. I have requested twice that you stop swearing/using bad language/being abusive towards me. I would also like to take the time to address any other questions or concerns you may have to prevent you from having to call a second time. I would like to confirm that you can view our help channel and surf to our help page. we apologize for the problem you experienced with [state problem].

but we have some information about these common products on the AT&T Yahoo! Help Site at www. note that we do not support the customer through that process if the hardware or software is not provided by AT&T./Ms [customer name]. The technicians will be assigned to the dispatch tickets based on skill set and on a first available basis. -------------------------------------------------------------------------------- Outage / Maintenance Inform customers of system outage and maintenance (estimated time to repair) only when advised to do so by the U-verse Single Point of Contact (USPOC) and/or your leadership team. your peers. Outage Verbiage Mr. ethnicity. use the following script being sure to read the link verbatim.. Do not advise customers there is an outage based on counsel from other departments. If the customer requests something outside the scope of support. We are aware of the issue and are currently working towards resolution. 3rd party). (i. or Ms. or gender. [customer name].com/u-verse/support. -------------------------------------------------------------------------------- Unsupported Requests When recommending a customer uninstall any new hardware or software that may be causing the problems. or other internal source.Mr. [product name] is a product that AT&T U-verse Services does not support. Customer: My troubleshooting shows me that your service is currently being affected by a system outage that began at [insert time here].att. as I mentioned./Mrs.e. Mr. Early analysis shows us the estimated time to repair is approximately . we do not assign work or take any other employment related action on the basis of race. Estimated repair time frames are provided by the U-verse Single Point of Contact (USPOC) and/or your leadership team.

/Mrs. -------------------------------------------------------------------------------- Blackouts Apologize for the inconvenience and inform the customer that the program is not available due to blackout rules: Mr. we are limited in the amount of troubleshooting that can be performed. We apologize for any inconvenience this may cause and thank you for your patience. Each scenario for a blackout can differ from the next. [customer's name].[insert time here] from when the outage began. a sports blackout area is a pre-defined area where a particular program is not available. Again apologize to the customer. Thank you for your patience as we work to resolve the outage. Note: Estimated time of repair can be viewed on SCANR. usually because of contractual agreements with National Cable Networks and Regional Sports Networks (RSN). Maintenance Verbiage Due to maintenance. -------------------------------------------------------------------------------- Customer is Dropped or Hangs Up During the Call Jump to: Contact with Customer | Customer's Voicemail | Frequent Caller Disconnects | Busy Signal No Answer . Our systems should be operating normally in [insert time here] at which time we should be able to assist you.

agent notifies their manager and should be prepared to make the outbound call after the call they received has ended (unless the manager calls). but I was speaking to you a few moments ago when our call was accidentally disconnected. block all other incoming calls and use the call back number (CBR) to contact the customer. the agent codes themselves as Outbound call and calls the alternate CBR before rebooting the RG. Thank you for choosing AT&T Internet Services. Frequent Caller Disconnects During Transfer to Tier 2 If the customer is a Chronic Caller and disconnects during the transfer to Tier 2: Attempt a call back. I would like to continue helping you with your issue. Hello Mr. If the customer answers.Tier 1 Agents: Immediately following the disconnect. I am sorry./Ms [customer name]. this is [your name] from AT&T U-verse Customer Care. I am sorry. leave the message for the customer using the script in the above section. Tier 2 Agents: If customer is on a CVoIP connection and the RG has to be rebooted. I hope you have a good day./Ms. . but I was speaking to you a few moments ago when our call was accidentally disconnected. If a random disconnect happens and another call comes in. but unfortunately. this is [your name] from AT&T U-verse Customer Care. Close the case. escalate to Tier 2 again. Receive Customer's Voicemail Leave a message with the following information: An apology and reason for the call Your name Hello Mr. Enter notes in the case documenting the disconnected call and immediately called back but reached voice mail and left a message for the customer. If you are still having problems with your service. I am calling you back to continue helping you with your service. [customer name]. then please call us back at 1-800-2882020. If you receive voicemail. I cannot reach you. Successful Contact With Customer Apologize for being accidentally disconnected and continue with the call flow processes.

/Ms. but unfortunately. I am sorry. If/when the customer calls back within one hour. I hope you have a good day. agents should escalate to Tier 2 immediately. -------------------------------------------------------------------------------- Customer Inquiries Jump to: Transfer Procedure for Off-Shore Agent | Off-Shore / On-Shore Call Handling What are the updated Terms of Service (TOS)? . then please call us back at 1-800-2882020. If you are still having problems with your service. -------------------------------------------------------------------------------- Irate Customer Drops the Call Document troubleshooting steps performed and reason for not completing the call. and subsequent calls should be documented on a primary case and escalated to Tier 2 immediately. Busy Signal or No Answer Enter notes documenting an attempt was made to contact the customer but received either a busy signal or no one answered. Thank you for choosing AT&T Internet Services. I am calling you back to continue helping you with your service. I cannot reach you. the case automatically closes. but I was speaking to you a few moments ago when our call was accidentally disconnected. Close the case. Close the case. If the customer does not call back within one hour.Hello Mr. Refer the case immediately to a Team Lead/Floor Walker for a call back. [customer name]. this is [agent's name] from AT&T U-verse Customer Care. Leave the case in an Open status.

please visit the special Web site set up to answer frequently asked questions using the link provided in the e-mail notification you received.net/tos2011. The customer makes a complaint that he/she is upset that AT&T has outsourced their call centers. Refer the customer to the online resource at: http://www.Handle the TOS inquiry business as usual (BAU). [customer name]. Can you say that again. warm transfer the customer to your supervisor: The customer specifically requests to speak to an on-shore agent.S. account features or the quality of your AT&T Internet service. What city? I am sorry but for security reasons. Which country/state? We strive to deliver superior customer service and have representatives available to assist you from a number of call centers. If you have yet to do so. we do not disclose our specific location. If one of the following scenarios occur. The customer repeatedly (three times) asks you to repeat yourself due to language barriers. I did not understand what you said. Instead.att. Are they all in other countries? AT&T customer service assistance is provided from both our domestic and international call centers. Where are you located? I am speaking to you from the AT&T global call center. (Offshore response/Onshore response). /Mrs. Where is that? The AT&T global call center is based internationally and within the U. This center is located in [answer reflects the agent's actual location]. for example. monthly pricing. The customer tells you that they cannot understand what you are saying and it is preventing them from troubleshooting the issue any further. Customer asks to speak to someone in the United States (on-shore). . Mr. the updates to the Terms of Service will not impact your connection speed. these updates provide our customers with a clear and better understanding of AT&T's Internet service and capabilities.

Response to Inquiries Regarding Off-Shore/On-Shore Call Handling Is there another number that I can call so I can get to an English speaking agent? Why do you send your customers overseas when we cannot understand them? Who do I speak with so that I can ensure that I will never be sent overseas again? AT&T places the highest value on our customers by providing highly skilled and technically trained agents in all of our centers to provide our customers with the best customer support possible. I can transfer you to my supervisor who can assist you in resolving your issue. If you prefer.Tier 2. Warm transfer the customer to the supervisor. Based on the customer's issue. Active Log-in. attempt to resolve the issue by offering your Manager.Transfer Procedure For Off-Shore Agent Complete troubleshooting steps and complete all case documentation up to the time that the language barrier is identified. Offer the caller the opportunity to speak with a supervisor. Assign the case to the supervisor. I would like you to speak to my manager to make sure that we have not overlooked anything in dealing with your account. . Mr. how may I help you? Note: If a customer asks for AT&T Executive Offices.Tier 1 or Contact Numbers and Transfer Codes . May I transfer you now. or may I have my manager call you back? If the customer still prefers to contact AT&T Executive Offices. [customer name]. provide the address below./Mrs. select appropriate CTV codes. Before you contact AT&T Executive Offices. I am sorry that the last agent was not able to address your issue. and Clarify Log-in and document in Clarify. Refer to articles Contact Numbers and Transfer Codes . I am sorry that we are having difficulty communicating. Provide the supervisor with the following: The Clarify case number The Billing Account Number (BAN) The customer's first and last name The customer's callback number Reason for the transfer Your Clarify ID Ask the on-site supervisor for their Name.

com/u-verse/support. -------------------------------------------------------------------------------- Extended or Assigned Due Date Intervals We currently have long due date (DD) intervals in some markets. I will be glad to assist you with setting up your web based e-mail that is provided by AT&T. TX 75202 If the customer requests a telephone number for AT&T Executive Offices. and an equivalent level of management or Executive Complaints Department. including e-mail client configuration.Note: The address for Executive Complaints is only to be given out if a U-verse customer is specifically asking for the Chairman of AT&T. Akard Suite 1110.att. You can either troubleshoot from our self help site at www. Randall Stephenson. if you prefer to have your e-mail client configured for you. AT&T Executive Office 308 S. explain the best way to contact headquarters is via mail. Note: It is very important that all resources be exhausted to take care of the customer's issue before referring them to the AT&T Executive Office mailing address./Mrs. -------------------------------------------------------------------------------- Script for E-mail Client Configuration No Longer Supported by U-verse Care Agents Mr. I can transfer you to AT&T ConnecTech to discuss additional support options and pricing with you. Or.C8 Dallas. our highly trained AT&T ConnecTech team provides a wide variety of fee based services. We do have a couple of options available if you would like support for your client e-mail. [customer's name]. The Client e-mail you describe is supported by the provider. It is important to hold our customers to the due dates offered on the Due Date Board (DDB) in OMS whenever possible. Keep in mind that every due date expedite has the potential to cause another customer's .

Leverage all the benefits of U-verse TV and tie them back into the discovery the agent did to recommend that it is worth the wait for all the features. failure is inevitable This article provides the process to follow for customer authentication with the caller. We apologize for the wait.appointment to get moved or missed. Until he realizes that forgiveness is too crucial a mistake is a blemish to his clean sheet A mark of a coward humanity who pleases his society Fortunate are those with great knowledge Fortunate are those with great power inherited Fortunate are those who claim their great heroes Fortunate as they are. -------------------------------------------------------------------------------A pretentious stare of understanding A nod of acknowledgment but everything in his mind is selective It comes in one ear and out on the other The surface of his brain was brushed by imagination He tends to escape from his real world and creates his own. due to overwhelming demand and utilization of professional AT&T installers. It is never appropriate to tell a customer to call back in and threaten to cancel in order to get a DD expedite. The following are suggestions on ways to handle customers when calling about a long due date interval: Scripting: I know you are looking forward to having U-verse installed as soon as possible. our due dates are running a little longer. There are four methods of authentication used: .

When receiving a call from another AT&T Department.. When someone fails one-step of verification. billing amounts). main account holder name and wired equivalent privacy (WEP) or WPA key for wireless Internet). The caller can provide a subaccount's security information to modify a particular sub account. but do not repeat or prompt for security/privacy reasons. service information/changes. If yes. The passcode and Question/Answer Duo displays in Simplified Customer Account Navigation and Resolution (SCANR). password resets. personal identification number (PIN) resets. Note: To validate the account. service information. even after the caller provides the correct account security information.e. agent should include this in the notes and consider the caller verified. The caller must provide the account's security information (four-digit passcode) to modify anything on the account or any of the related sub accounts. they must verify the next best option. When asked or faced with giving any sensitive information on the account (i. the agent can ask if the caller already passed verification. Additional situations listed below We should pre-request non-sensitive information for validation. The caller does not have to be the primary or sub-account contact. . for quick reference. Agents must never provide the caller with the primary or alternate Can Be Reached (CBR) numbers. When a caller is requesting changes on the account or billing information (i.. credit card info. Validate whom you are speaking with and that they know who owns the account. but must be able to provide the credentials to update the related account information. ask the caller to provide the following.e.Passcode Question/Answer duo Last four digit of SSN Outbound Authentication Call to CBR or VoIP TN The customer is required to create a passcode and select a Question/Answer Duo at the time of placing their order.

Updates to existing contact information (manually initiated). Providing specific account information to the caller (i. billing account number (BAN). adding Genre Tiers) (manually initiated). upgrading TV channel packages. primary or sub-account e-mail address. system prompted in SCANR. Provide or change any information related to RG with the caller (i. Agent access to the U-verse Portal CSR via Clarify (system prompted).e. account status.Validate the service address. Creating an upgrade order (i.. which will reset the RG to factory settings and reset any personal passwords.e. . Validate the phone number. Adding new contacts (manually initiated). AT&T U-verse TV PIN Resets (manually initiated).. upgrading High Speed Internet Access (HSIA) speed packages..e. WPA Key) (manually initiated). and then clicking the customer's name Passcode Social security number (last four) -------------------------------------------------------------------------------- Customer Authentication Customer authentication is required for the following: AT&T High Speed Internet U-verse Enabled Password Resets. confirming the service address) (manually initiated). Before resetting the Residential Gateway (RG). Valid Verification What is valid for verification? Secret question on the account located in the Account Information tab. Dispatch to premise.

Outbound Authentication Call to CBR or VoIP TN. If the correct answer is not provided in three tries. If the customer does not provide the correct answer: The caller has three opportunities to provide the correct answer. If the customer provides the correct answer. The passcode should always be a four-digit number. Also. This information is only viewable on the primary contact record. use the Question/Answer duo as a backup method of authenticating the caller if unable to provide the passcode. use the Caller Failed Authentication process to authenticate the caller. click on the Caller Authentication button.There are four methods for performing customer authentication: Passcode: A four-digit numeric value created at the account level. Document the successful verification in the case notes. each individual contact has its own Question/Answer duo created. move on to troubleshooting business-as-usual (BAU). -------------------------------------------------------------------------------- Passcode Authentication Use the following process for manual authentication. Ask the customer to provide the passcode and do not provide any hints to the answer. AT&T requires a passcode to be created for all U-verse accounts. -------------------------------------------------------------------------------- Question and Answer Duo . Last four digits of SSN. Question and Answer Duo: Set at the contact level. In the Create Case screen.

we will be unable to authenticate you without having to call you at your home telephone number to confirm your identity./Ms. If the correct answer is not provided in three tries. If the caller does not provide the correct answer: The caller has three opportunities to provide the correct answer. provide the customer with the passcode.) If the caller provides the correct answer. an outbound call should be placed to the customer's CBR TN or VoIP TN for authentication. [Customer name]. If the customer agrees to update their security information. If a passcode is not created on the account. If you could spare just a few moments of your time. proceed with Locating/Updating Security Passcode and Question/Answer Duo. -------------------------------------------------------------------------------- Outbound Authentication Call to CBR or VoIP TN If a customer is unable to authenticate using Passcode. If the customer declines to update their security information. click on the Member Authentication button. AT&T is now requiring U-verse customers to utilize a numeric passcode and updated security questions and answers to access their account information over the phone. continue with troubleshooting BAU. Passcode . just to let you know if this change is not made today. proceed with Locating/Updating Security Passcode and Question/Answer Duo. we can quickly take care of this right now so you will not be inconvenienced next time. use the following script. (It is prohibited to provide callers with any hints to their Question/Answer duo. use the following script to inform customer they need to update the security information on their account to the new AT&T security requirements. while I have you on the line. or the last four digit of SSN. Mr. Use the following methods first before using this callback method. We can quickly take care of this right now. Document the successful verification in the case notes. [Customer name]. use the Caller Failed Authentication process to authenticate the caller. Q&A Duo.In the Create Case screen./Ms. I need to let you know that there are some changes that must be made in the way AT&T verifies customers to permit access to their accounts. If a passcode does not exist on the account. Mr. the next time you call in and require assistance with an issue that requires authentication. Do not provide any hints to the answer. If a passcode exists on the account.

If you do not receive a call. use following scripting: I am sorry Mr. I am unable to verify you as an authorized party.Question &Answer Duo Last 4 digits of SSN If all previous methods are unsuccessfully. If customer ask for the TN listed on the account. Assist the customer with updating their authentication information. you may not be located at the number that we have listed. If the customer does not agree to the callback. they are considered authenticated. Suggested Verbiage: I am sorry Mr. Store locations can be found at Store Locator. [Customer name]. May I call you back at this time? Note: You are not permitted to tell the customer the TN displayed on the account or what TN you will used to call the customer back. The agent can find the CBR located on the Account Information tab in SCANR. without the authentication information protecting your account. please call us back when you are able to provide your authentication information or visit a local AT&T Company Owned Retail store. I am unable to provide you with the TN displayed on the account. I will have to place an outbound call to the telephone number provided on your account for authentication. and call the CBR or VoIP TN listed on account. I'm sorry we are not able to authenticate you at this time. Please call us back when you are able to provide your authentication information or please visit a local AT&T Company Owned Retail store to show your identification./Ms. this is [your name] from AT&T U-verse Services.in order to protect your privacy. Use this script: Thank you Mr. [Customer name]. they may not be located at the number listed on the account and to please call us back or visit a local AT&T company-owned retail store. . If the customer does not answer and no voice messaging system is available. I am calling in an effort to confirm your identify./Ms. hang up. please call us back when you are able to provide your authentication information or you may go to a local AT&T Company Owned Retail store to show your identification. Advise the customer if they do not receive the callback. If the caller agrees to the callback. follow these steps: Apologize to the customer and advise you are unable to verify authorization for this account. May I assist you with updating the Passcode and Question/Answer authentication information on your account.[Customer name].Screenshot] Once the customer answers the outbound call to the TN listed on the account. Use this script: I am sorry we are unable to confirm your identity at this time. Advise customer an outbound call will have to be made for authentication. [CBR on Account Information tab . and note the case with the following: Caller unable to provide required authentication information. hang up. If the customer does not answer at the CBR or VoIP TN and voicemail is available. [Customer name]./Ms ./Ms. ask the customer to call back when they are able to provide the authentication information or visit a local AT&T Company Owned Retail store. If you do not receive a call. leave a voice message using the following script: Hello Mr.

proceed with Caller Failed Authentication. No answer from customer or voice messaging system available. . Confirm caller's identity using existing passcode or Question/Answer Duo. proceed with the next step. Ensure the ID Type drop-down is set to Passcode Click into the ID field. Update Passcode Create Primary case to document the trouble issue. Note: Agent must notate authentication failures and call details in their CRM case notes. Confirm the caller can provide the Primary credentials on the account. click the link on the Account Information quick link On the View/Edit Account screen. highlight the existing entry Have the customer provide a four-digit numeric passcode. Agents also need to proactively review and update the security information when a customer calls to report a trouble issue. If the caller failed authentication. From the Customer Information tab. Click Account Identifier. If the caller passed authentication. Update the security passcode and Question/Answer duo information before troubleshooting to correct the issue. proceed with the next step to update the passcode to the appropriate format. to the far right of the tabs. click the down arrow to view the additional tabs. -------------------------------------------------------------------------------- Locate/Update Security Passcode and Question/Answer Duo Jump to: Update Passcode | Update Question and Answer | Update Security Passcode and Question/Answer duo for Sub Accounts Use the following processes to locate and update existing accounts with the new security requirements. If the passcode does not meet the approved format.Made outbound call to authenticate caller.

If the customer does not provide the correct answer. click on Authorized. click the Contacts tab. Exit the window by clicking the lower X. The authentication window pops up with the existing information. Click Save. If the customer provides the correct answer. Click the link for the desired contact record.Sub Account owner's name. Sub Account checkbox . Change is necessary. Exit the account. Change the Personal ID Type drop-down to Answer. change the Personal ID Type drop-down to Question. Sub Account Member ID .Sub Account ID and domain.Place a check in this field. Ask the customer the question. follow the process for failed authentication. Enter the answer in the ID field. Click Save. click on the attempt arrows. Populate the following fields from the Create Case screen. In the lower window. Click the Contact Identifiers tab. . Offer the customer to change the question to one of the four available. Create and close a case or sub case to document the update. click the Account Information link. Exit the account. Create and close a case to document the update. On the View/Edit Account screen. Click Replace.Enter the new passcode in the ID field. If the customer fails all three attempts at authentication. Click U-verse Portal CSR. Sub Account Name . Update Security Passcode and Question/Answer duo for Sub Accounts Create a case. Update Question and Answer On the Customer Information tab.

The U-verse Portal opens. If the sub account does not have a passcode or updated security Question/Answer. Scroll down to the Security Information section. a four-digit numeric passcode. last four of SSN. and provide a four-digit numeric passcode. The Profile Management page appears. Populate the answer to the security question in the Offline Security Answer field. Note: It is prohibited to provide customers with any hints to their Question/Answer duo. Click Save. have the customer provide the passcode. . click Valid. If the Sub Account has the updated security Question/Answer duo but not a passcode. click Failed. If the customer does not provide the correct answer. Click Save. Ask the customer to provide date of birth. If the customer provides the correct answer. The customer has five opportunities to provide the correct answer. Populate the answer to the security question in the Offline Security Answer field. click Generate Passcode. Instruct the customer to select one of the following new security questions populated in the Offline Security Question drop-down. ZIP code. a message appears stating the customer's security information is not on file. If the customer provides the correct answer. Enter the passcode in the appropriate field. click Generate Passcode. Scroll down to the Security Information section. If the correct answer is not provided after five attempts. The Profile Management page appears. last four SSN. If the sub account has a valid passcode but does not have the updated security Question/Answer duo. ZIP code. last four of SSN. the Security Information Verification page appears. Scroll down to the Security Information section. Click Failed after each incorrect answer. a four-digit numeric passcode. ZIP code. Ask the customer to confirm date of birth. If the customer provides the correct answer. The Profile Management page appears. click Valid. Scroll down to the Security Information section. Click the Generate a New Passcode link. the security question appears. Instruct the customer to select one of the following new security questions populated in the Offline Security Question drop-down. click Valid. Enter the passcode in the appropriate field. Ask the customer to provide the date of birth.

If a customer fails the Verification/Authentication.Instruct the customer to select one of the following new security questions populated in the Offline Security Question drop-down. The smallest details can help the next Agent.Combined Billed Accounts Combined Billed accounts have both U-verse and AT&T Wireless service charged to one bill. -------------------------------------------------------------------------------- Caller Failed Authentication Jump to: Failed Authentication .CVoIP Account If customer fails both Passcode and Q&A Duo. perform the Outbound Authentication Call to CBR or VoIP process If the customer fails the Outbound Authentication Call to CBR or VoIP TN process: Use the Unauthorized caller CTV and note who Agent spoke with and what it was regarding. Agents can only use the AT&T Wireless TN as a valid call back number.last 4). Agent must go back and include specifics. agents can use either the CVoIP TN or AT&T Wireless number as a valid call back number. if possible. Click Save. Ask the caller to provide the AT&T Wireless number associated with the account. perform Verification Process (Social Security . Note: If the account has CVoIP and Combined Billing (U-verse and AT&T Wireless service charged to one bill). It will automatically create a case and close it for the Agent. . Check other cases to be sure that someone else has not already had an unauthorized caller. Do not use the CBR number or Alt CBR number on the account. Populate the answer to the security question in the Offline Security Answer field. Agent can click the unauthorized button after three tries on pass code. Failed Authentication .Combined Billed Accounts | Failed Authentication .

This caller was not given any information pertaining to your account./Ms. Due to company policy I must now terminate this call. proceed with authenticating the caller./Ms. Please be aware we did receive a call from someone attempting to access or update information on your account. Again./Ms./Ms. [Customer name]. If the results match. I may now assist you with updating the Passcode and Question/Answer authentication information on your account./Ms . proceed with authenticating the caller. click Locate By CTN. [Customer name]. Enter the AT&T Mobility wireless number in the CTN search field. this is [your name] from AT&T U-verse Services. Using the AT&T Wireless number. If Yes. Enter the AT&T Wireless number in the CTN search field on the AT&T Mobility tab./Ms. I'm sorry Mr. Inform the caller you need to initiate an outbound call using the AT&T Wireless number on the Uverse account to confirm the caller's identity.[Customer name]. [Customer name]. I'm sorry Mr. We received a request to update security information on your account. Could you please repeat the AT&T Mobility wireless number? Have the caller provide the AT&T Mobility wireless number a second time. [Customer name]. .Note: If the caller cannot provide the AT&T Wireless number. use the following script: Mr. click unauthorized and case will close as unauthorized caller. If the results do not match. I must now terminate this call. [Customer name]. document and close case based on customer needs./Ms. Have a great day. Please have the Primary account holder call back to update the security authentication information on the account. use the following script to inform the caller the records do not match. Thank you Mr. Disconnect the call. Mr. place an outbound call to the customer. click Locate By CTN. If the person answering the phone did not authorize any updates to the security information. without the AT&T Mobility wireless number we are unable to confirm your identity as the Primary account holder. we had to place an outbound call to confirm your identity. Confirm the search results match the account information for the caller. the AT&T Mobility wireless number you provided does not match our records for you. Since the caller was unable to successfully answer the security Passcode and Question/Answer authentication information protecting your account. advise the caller you are unable to authenticate them and end the call. The caller was unable to provide the required security Passcode or Question/Answer authentication information. the AT&T Mobility wireless number you provided does not match our records. If No. we greatly apologize for this inconvenience. If not an authorized caller. Due to company policy. Use the following script. Please have the Primary account holder call back to update the security authentication information on the account. use the following script to terminate the call. did you authorize this request? If the caller answers the phone. I'm sorry Mr. Mr. we apologize for this inconvenience. [Customer name].

mere isolation or mere existence He tells his crap but they never acknowledge _____________________________________________________________________________ A ADAD Automatic dialing . ATM Asynchronous transfer mode: Dedicated-connection switching technology that organizes digital data into 53-byte cell units and transmits them over a physical medium using digital signal technology.announcing device ADD Automatic dialing device ADL Additional directory listing ADSL Asymmetrical Digital Subscriber Line ALD Assisted listening device AMSS AMDOCS Self Service: A Web site for customers to view help on issues and submit problems to Customer Care. (Retired) Aspect Ratio Aspect ratio is an image projection attribute that describes the proportional relationship between the width of an image and its height. . AT&T U-verse TV Internet protocol television offered under the AT&T U-verse product.He finds himself asking. Am I worthy of this life? or the better question is Am i living a real life? A complexity that grows day by day A mind of weakling over the mind of strength He shuts his system down a claim of ecstatic life of existence is fake Like how he fakes that he understands people People don't understand people People don't understand himself His immediate pauses.

BBT Broadband Testing: Tool for checking upload and download speeds. (Co-axial cable) CPE Customer premises equipment. CNA Customer number address CO Central office COAX An electrical cable consisting of a round conducting wire. BTN Billing telephone number: Account number determined by the primary phone number associated with legacy telephone service. CPNI Customer proprietary network information CRC Cyclical redundancy checking: A form of automated error checking that verifies received Internet packets are correct. surrounded by a cylindrical conducting sheath.AT&T High Speed Internet U-verse Enabled (HSIA) HSIA (over fiber) offered under the AT&T Uverse product. is often blue or gray. RG. CLEC Competitive local exchange carrier CMS Component Management System: A system designed to access a piece of hardware and give details about the model. Diplexer. such as walking a customer through a process. . Category 5 Cable (CAT5) Often used for data transmissions. Bridge taps create a reflection point for high frequency waves on the line creating problems for DSL use on that line. and has more "twists" than CAT3 cable. Bridge Tap Typically. Bandwidth Amount of upstream and downstream throughput available. and set up. It is used as a high-frequency transmission line to carry a high-frequency or broadband signal. B BAN Billing account number Balun Balancer/Unbalancer: A device that connects the VDSL signal on twisted copper pair from the network interface device (NID) to the residential gateway. C Cache Block of memory for temporary storage of data likely to be used again. receivers. a wire that hangs from a pair of lines in the public switched telephone network. Checks packet (data) transmission input vs. BPS Bits per second: A measure of upload/download speed. user. surrounded by an insulating spacer. CFTT Call Flow Troubleshooting Tool: A graphical representation of how to perform a task. CBR Can be reached number: Telephone number associated with a customer's account that can be used as a search reference in Clarify. NetGear Ethernet switches. CAT5 looks like thicker telephone wire. This line is usually an old tap line to a business or home. CARE Clarify Admin Request Engine: A tool used to request changes to the Clarify CRM. output. usually surrounded by a final insulating layer. The hardware: Balun.

E EMI Electronic magnetic interference EPG Electronic program guide ERMS E-mail Response Management System: Back-end system used by Clarify to send and receive e-mail communications with customers. Example: sbcglobal. F F1 Feeder cable: The copper wire from the CO to the service area interface (SAI) box. but most importantly. Domain name A name that is entered into a computer (e.. These names are technically host names. also shown as CT. DT Dial tone DVR Digital video recorder: The U-verse video equipment that records programs. DNS Domain Name System: Stores and associates many types of information with domain names. also shown as ET. Diplexer This is the device mounted on customer's premises outside wall near the NID.g.net DSL Digital Subscriber Line DSLAM Digital Subscriber Line Access Multiplexer: Network device. EST Eastern standard time. that connects multiple customer DSL to a high-speed Internet backbone line using multiplexing techniques. Ethernet cable Type of cable that consists of four twisted pair. CVoIP Consumer voice over Internet protocol D DHCP Dynamic host control protocol: A set of protocols within the suite of Internet protocol used to dynamically assign IP addresses. as part of a Web site or other URL. usually located at a telephone company central office (CO). CSR Customer service representative CST Central standard time. or an e-mail address). This device breaks the signal into VDSL and HPNA. it translates domain names (computer host names) to IP addresses. CTV Case type value: A set of choices used in Clarify CRM to indicate the reason for a case. typically used to connect two computing devices together.CRM Customer Relationship Management: A system to house and access information about customer's accounts. F2 Distribution cable: The copper wire from the SAI box to the customer. FAQs Frequently asked questions Fiber optic Type of technology that uses glass cabling and light pulses to transmit data. .

Firewall Software or hardware that restricts outside connections to internal networks or devices. FTTx General reference pertaining to both FTTC and FTTP. IPTV Internet protocol television: Television programming provided via the Internet rather than air. HPNA bridge The HPNA bridge is needed within the customer's home in order to create an internal HPNA network loop. IW Inside wiring: Typically refers to the wiring inside a person's home. G GBPS GigaBits per second: A measure of upload/download speed. GUI Graphical user interface: The part of a system that is seen and used to manage. ISAAC IP Services Assurance and Analysis of Connections: Tool that integrates with multiple stand alone testing tools and interfaces that allow agents to troubleshoot U-verse issues. K . FTTN Fiber to the node: Fiber from CO to the video ready access device (VRAD). J Jumper Cross connect wire. H HD High definition HDTV High definition television HPNA Home Phone line Networking Alliance L Standard for connecting computers in a home allowing multiple users to share. FVD Foreign voltage detector: Same as 188A tool for checking wild voltage on the line. connects the F1 and F2 to complete a connection. I ILEC Incumbent local exchange carrier iNID A residential gateway device that allows households outside the current loop length limitations to be served through two wires instead of one. HSIA High Speed Internet Access (over fiber) offered under the AT&T U-verse product. FTTP Fiber to the premises: Fiber from CO to the customer's NID. IVR Interactive voice response L A telephone system to help direct callers to the correct department. This is done with standard telephone line home wiring using the Ethernet CSMA/CD framing and transmission protocol. limited areas. cable or satellite dish. FTP File transfer protocol FTTP Fiber to the premises FTTC Fiber to the curb: Fiber from the CO to the curb outside of home/business.

Kansas.KBPS Kilobits per second: A measure of upload/download speed. MDC Management and Diagnostic Console: A system used in conjunction with a CMS to remotely manage and diagnose a customer's equipment. Typically this number would refer to the length of cable between a DSLAM and a customer's home. ONT Optical network terminal: Fiber interface at the premises (FTTP). L LAN Local area network LASSO Tool for pinging/bouncing a port that is not working. MBPS MegaBits per second: A measure of upload/download speed. MOKAT Term used to describe the Southwest region. LT Card Line termination card M M&P Methods and procedures: Documents to aid agents in performing tasks. On Demand A library of free and chargeable programming. track. and modify a customer's order for service. Oklahoma. P . OMS Order Management System: The system used to place. MHZ MegaHertz MLAC Mechanized Loop Assignment Center: The assignment center MLT Metallic Loop Test: Intrusive telephone line test used to determine issues on a phone line that may disturb telephone usage. Arkansas. LATA Local access and transport area LEC Local exchange carrier LNP Local number portability Local Loop Physical link or circuit that connects from the customer's premises to the edge of the carriers network (usually a central office or remote terminal). acronym for Missouri. O OEM Original equipment manufacturer OMA Order Management Activation: Team that is responsible for resolving order fallout issues. N NID Network interface device: Device usually on the outside of a customer's home used to cross connect the outside loop to the home's internal wiring. Formerly known as Video on Demand. Loop Length Number designated by feet in regards to the length of cabling from one device to another. Texas.

SPOC Single point of contact SoS Scope of support T TDM Time Division Multiplex: Protocol used by legacy telephone system to offer telephone service. not used by U-verse. RT Remote terminal S SAC Service area concept: The big green box in the neighborhood = SAI/XBOX/SAC. also appears as PT. Formerly known as a "set top box". line. allowing U-verse content to be viewed. SAI Service area interface: The big green box in the neighborhood = SAI/XBOX/SAC.. PSTN Public switched telephone network PT Premises technician R Receiver This is an all digital device that is connected to the television.POTS Plain old telephone service: Legacy system used to deliver phone service. not used by U-verse. SBO Sales Back Office: Support office with service representatives and/or order writers SCANR Simplified Customer Account Navigation and Resolution: A tool used by Customer Care agents to view and troubleshoot customer's account. RF Radio frequency RG Residential Gateway (2 Wire): The Residential Gateway provides connections for the customer's television sets to get video programming and PCs to get High Speed Internet connections. RJ11 One of many jack types but the most common inside a home. and home information SD Standard definition SDP Service Delivery Platform: System that ties other systems together to process orders. Splitter Small device used to split signal from one wire or cable to multiple wires or cables. PST Pacific standard time. PPPoE Point to point protocol over Ethernet: Authentication protocol used in legacy DSL connections. SAVL Service Activation Voice Line: An IVR system used by technicians for activating voice lines for CVoIP customers. PPV Programming available for purchase on a pre-defined schedule or one-time event (i. Uverse Movies.e. concerts. PPPoA Point to point protocol over ATM: Authentication protocol used in legacy DSL connections. sports and boxing). .

Example: http://my. This team supports U-verse technicians in the field by adding and removing products and supports online customers. This term commonly refers to a type of connector on a personal computer for which a peripheral is connected. systems and applications.att. U-verse Tier 1 This first point of contact provides U-verse customers 24/7 technical support for a variety of U-verse customer calls. U-verse Tier 2 Supports technicians while on site during a U-verse installation. Twisted pair Cabling that has a form of wiring in which two conductors are wound together for the purposes of canceling out electromagnetic interference from external sources and cross-talk from neighboring wires. Example: When issued orders error out. U UBBT U-verse Broadband Tool: Tool used to check line quality and status. U-verse Dispatch Center (UvDC) Dispatches U-verse technicians for installation and repair appointments. This is the technician that installs and repairs U-verse. and also provides escalation support for Tier 1. . resetting receivers.TN Telephone number TRIMS Telecommunications Revenue Interactive Management System: Designation for a billing team that handles spending limit increases and decreases in regards to On Demand. (Replaced AMSS) USB Universal serial bus: Serial bus standard to connect interfaces. devices. UvDC U-verse Dispatch Center: Handles all dispatches of premises technicians. U-verse ConnecTech This is a pay service that provides out-of-scope technical support for products. U-verse BOS Back Office Support: Formerly known as the Sales Back Office.net/ U-Rock A Web site for customers to view help on issues and submit problems to Customer Care. or dispatching a technician for on-site support. U-verse Security Services Center Escalations This team helps Internet customers with all internal and external security issues and violations. U-verse Credit and Collections Takes payments for customers who are in treatment status. U-verse OM&A Group Order Management and Activation Group: Corrects all U-verse orders that are in error to allow completion of provisioning. ranging from product education. U-verse Field Operations (UFO) Formerly known as Local Field Operations (LFO). this department resolves the error and completes the order in the system. U-verse Billing Helps customers with any billing questions regarding their U-verse bill. URL Uniform resource locator: Syntax used to locate a file or Web page on the Internet.

This group ensures orders with VoIP are dispatched on their due dates. WEP Wired equivalent privacy: A wireless network security standard. V VoIP Voice over Internet protocol VDSL network This is the very high bit rate HSI network through which Internet Protocol Television and HSIA are delivered to the customer's premises. W WAP Wireless application protocol Web DVR Term that refers to the functionality that customer's use to remotely manage their digital video recorders from the Internet.net/mycspportal/appmanager/portal/csp? _nfpb=true&_windowLabel=T20007471265748030583&T20007471265748030583_actionOverrid e=%2Fportlets%2FtopAnswers %2FShowResolution&T20007471265748030583audId=84&T20007471265748030583cptId=6428 96&_pageLabel=Support This article provides agents with examples of acceptable unscripted verbiage to enhance the customer's experience when calling Tier 1 and Tier 2 technical support. X XBOX .U-verse VOM Voice Order Management: Works with Voice over Internet Protocol. Competitive Local Exchange Carrier (VOIP-CLEC).cingular.Cross box The big green box in the neighborhood = SAI/XBOX/SAC ______________________________________________________________________________ __ http://mycsp. Basic Contact Pattern Exhibit friendly. VRAD Video ready access device: Networking device usually located within a DSLAM that provides the functionality to deliver video content. professional manner Use proper grammar/terminology Display confidence in handling customer requests Display ability to determine and recommend effective solutions Provide accurate information Utilize appropriate information .

But And You should have I understand why you . No. I don't know I can find out.Accept responsibility Demonstrate efficiency Control contact length Make appropriate commitments Close -------------------------------------------------------------------------------- Avoid Trigger Phrases Trigger Phrases Calming Phrases Policy Here is what we can do. Can't/won't Can/will Sorry Thank you.

interest. and enthusiasm. Assure willingness to help: How can I help you today? I will be glad to help with this! I can certainly take care of this for you! Express sympathy/empathy for customer situations (when appropriate): I apologize that this happened... I think -------------------------------------------------------------------------------- Call Handling Exhibit friendly. I know how frustrating this . I understand. this is . professional manner: Demonstrate courtesy.Why didn't you I can see why The only thing we can do The best option. Announce department and self Thank you for calling AT&T U-verse Technical Support.