AT&T

Introduction

1. Thank you for calling The Solutions Center. This is YOUR NAME and my operator ID is ####.

2. Are you calling to place an order for AT&T?

IF NO

IF YES — XFER TO X1721

3. How can I help you?

Warm Up

Well we are The Solutions Center, please tell me what’s going on with your provider. I take calls from people who need assistance all day. Maybe I can help point you in the right direction.

Q & A

Supervisor: My supervisor will tell you the same thing. You’ve reached The Solutions Center, not your carrier. We are a separate company. While you’re on the line let me explain these savings to you.

Post Date: We can go ahead and postdate the plan so you do not miss out on the savings, When will you have the funds available?

Card Hesitation: Our system is military encrypted so when I type the numbers into our system, it shows up as Xs for your security. I won’t be able to see it once it is entered.

Switching Providers: The great thing about our plan is it’s universal coverage. No matter what provider you go to, our plan will follow. It only takes a few moments to start your savings process. What credit card would you like to use?

Mobile/MISC: Are you calling about your mobile or home service?

Cancel: Are you cancelling all or just part of your service?

New Service: Are you starting new service or adding to your existing service?

Script Path Q & A

Mobile/MISC: Are you calling about your mobile or home service?

Cancel: Are you cancelling all or just part of your service?

New Service: Are you starting new service or adding to your existing service?

Rebuttals

I understand you’re calling about another issue, but while you’re on the line I can save you money with exclusive promotions. Our packages include over 150 real channels and we are also offering HBO Max free for 1 year! Let’s see what other discounts we can give you. Can I have the spelling of your first and last name please?

Now on top of the lower monthly price you also have access to DirecTV’s Connection Cinema Kit which is over 40 thousand on demand movies and TV shows. It’s like Netflix, but it’s free! We also include 3 free months of Starz, Cinemax, and Showtime. Let’s go ahead and see what else we can add on. What is your street address?

On top of everything I just mentioned, you get a brand-new whole home DVR system. You can record up to 5 shows at once and store up to 500 hours of content! ! It only takes a few minutes to set you up and start your lower bill. Let’s go ahead and qualify you. What is your address?

Carrier References

Standard

1. This plan is through The Solutions Center not your carrier. Our plan is independent of your provider (MOVE TO REBUTTAL STRING)

2. Just to clarify again, this plan is independent of your provider (MOVE TO REBUTTAL STRING)

3. Just to make sure you understand – this plan is through The Solutions Center—not your carrier (MOVE TO REBUTTAL STRING)

Transfer / Wants Number

You’ve reached The Solutions Center so I can’t just transfer the call. I understand you’re calling about another issue, but while you’re on the line I might be able to save you a lot of money with exclusive promotions. It only takes a moment to get started. What is your email address?

How Did I Reach You

You simply misdialed the number don’t worry it happens all the time. I can get you a discounted no fault warranty at almost 50% off the retail price. It only takes a few minutes. All I need is your address. What is it?