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Software anti virus

Anti-Virus not working
Opening Speil: thank you for calling CCA, my name is Noralie how may I help you today?
Paraphrasing: as I understand you’re calling in today because __ is that correct?
I understand where you coming from and I do apologize for the inconveniences it has caused you.
But don’t worry I will assure you that we will resolve your concern because I am here to help.
Verification:
For verification purposes;
May I have your first and last name pls?
Just to verify your name is_
Is it okay if I call you by your first name?[ Thank you_]
Probing:
To further understand the issue, would you mind if I ask you some questions?
1. Can you tell me if you received any notifications from your computer that tells you to update your
anti-virus program?
Hold spill: is it okay if I put the call on hold for a minute or two? Because I will check this in our
system;
Resolution: thank you for patiently waiting on the line, here’s what I would suggest you to do; 1. Can
you pls go to your control panel 2.click programs3. Then click programs and features 4. Look for your
anti-virus, tell me once you see it 5. Then right click on your mouse and click update
2. When was the last time you updated your anti-virus program?
Hold spill and resolution same with probing no. 1
3. Is your anti-virus expired? Hold spill if yes*
Thank you for patiently waiting on the line, here’s what I would suggest you to do; 1. Can you pls
go to your control panel 2.click programs3. Then click programs and features 4. Look for your
anti-virus, tell me once you see it ---
1. What color is your anti-virus?
If with color(not expired) – transfer speil( I do apologize it’s beyond my capacity what I will
be doing is I will be transferring your call to the level 2 technical department, they will be
able to assist you better.)
If expired (grey): 1. Here’s what I would like you to do, can you pls right click on your
mouse and click uninstall 2. Then open your Google chrome, and download a new anti-
virus.
Have I answered all your concerns for today?
Is there anything else I can assist you with?
Just a quick recap, you called in today because your anti-virus is not working and found
out that (1. Your antivirus was not updated, 2. Your antivirus was expired) suggested you
to (1. Uninstall your antivirus and install a new one 2. Update your antivirus software)
Thank you for calling CCA, again, this is Edmar, have a nice day!
Documentation
Anti-virus not working
Customer [] called in today because the anti-virus software on her computer was not
working, assisted/suggested to uninstall and install a new antivirus
Customer satisfied/understood
Noralie Nicol

Voicemail not working (landline phone)

Opening speil:
Paraphrasing: as I understand you’re calling in today because your voicemail is not working? Is that
correct?
I understand where you coming from and I do apologize for the inconveniences it has caused you
But don’t worry I will assure you that we will resolve your concerns because I am here to help.
For verification purposes;
May I have your first and last name, together with your landline number pls?
(May I have your landline number?)
Just to verify your name is__ and your landline number is __
Is it okay if I call you by your first name?
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Software anti virus
To further understand the issue would mind if I ask you some questions?
1. When was the last time you check your balance in your account?
Hold spill: is it okay if I put the call on hold for a minute or two? Because I will check this in our
system;
Resolution: thank you for patiently waiting on the line, as I’ve checked in our system the reason
why you can’t send message it’s because of an unpaid bill for this month, if you want we can
process the payment over the phone?[ Process the payment if yes]
2. Can you hear any dial tone from your landline phone?
Hold then;
Resolution: thank you for patiently waiting on the line, the reason why your voicemail is not
working it is because we have found out that there is an outage on your location, but don’t worry
our engineers are already working on it. Please try check your phone every now and then, and if
you are still not connected after 2hrs please call us back.
3. Have you received any notification or a recorded message saying that the voicemail box is
already full? Hold if:
Resolution: thank you for patiently waiting on the line, here’s what I would suggest you to do,
kindly delete your old messages.
4. Have you made any changes in your account recently?
If ask[ what changes do you mean]
(: this would you be the changed on your account name, or this would be the change of your
billing address and landline number)
Hold Spill:
Resolution: thank you for patiently waiting on the line, as I’ve checked here in our system, the
reason why your voicemail is not working its because of the change that was made, what I will do
is I will reactivate your account after this call.
Have I answered all your concerns for today?
Is there anything else I can assist you with?
Recap: Just a quick recap
Thank you for Calling CCA, again, this is Noralie, have a nice day!
Printer Issue
Opening Speil
Paraphrasing: as I understand you’re calling in today because
I understand where your coming from, and I do apologize for the inconveniences it has caused you.
But don’t worry, I will assure you that we will resolve your concern because I am here to help
For verification purposes;
May I have your first and last name pls?
Just to verify your name is _
To further understand the issue, would you mind if I ask you some questions?
1. When was the last time you checked the ink in your computer?
Is the ink above or below the arrow line in the ink cartridge?
Hold spill if below then resolution**
Resolution: thank you for patiently waiting on the line, here’s what I would suggest you to do,
kindly refill your ink.
If above next probing Q;
2. Have you seen any notification from your computer everytime you print something that you are
running out of ink? Hold:
Resolution: thank you for patiently waiting on the line, here’s what I would suggest you to do,
kindly refill your ink.
3. Have you checked if there’s a paper jam in your printer? Hold spill then resolution:
Resolution: thank you for patiently waiting on the line, here’s what I would suggest you to do,
can you pls open the cover of your printer, checked if there’s a crumpled paper.( If there is, kindly
pull out the paper and try printing if it’s now working)
No crumpled paper--- transfer speil
[ I apologize it’s beyond my capacity, what I will be doing is I will be transferring your call to the
level 2 technical department, they will assist you better.]
Have I answered all your concerns for today?
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Software anti virus
Is there anything else I can assist you with?
Recap: just a quick recap, you called in today because of your malfunctioning printer, found out
that it’s running out ink and suggested you to kindly refill your ink./ however (transfer speil)
Thank you for calling CCA, again, this is Noralie have a nice day!