SmarterHome Customer Review Call Script
Tone: friendly, professional, conversational
Goal: confirm satisfaction, reinforce SmarterHome trust, and drive a review submission
Opening
Agent:
Hi! Good [morning/afternoon], is this [Customer’s Name]?
Awesome — my name’s [Agent’s Name], I’m calling on behalf of SmarterHome. You recently got your SmarterHome service installed — I just wanted to check in and make sure everything’s going smoothly so far. Do you have a minute?
(If yes, continue. If no, offer to call back at a better time.)
Service Experience Check
Agent:
Great! How has your experience been with your new SmarterHome service so far?
- Has the installation and setup been working as expected?
- Were our technicians helpful and professional during the process?
(Let the customer speak — take notes if needed.)
Acknowledge & Reassure
Agent:
That’s great to hear! We love knowing our customers are happy — SmarterHome’s goal is to make your home life simpler, safer, and smarter every day.
(If they mention an issue:)
I’m really sorry to hear that. Let’s make sure it gets sorted out — I’ll flag this to our support team so they can follow up and help you right away.
Ask for a Review
Agent:
One last thing — your feedback really helps us grow and improve. Would you mind sharing your experience in a quick review? It only takes a minute, and it helps other people know what to expect from SmarterHome.
(Wait for their response — if yes, continue.)
Awesome! I’m going to send you a quick text/message right now with the review link. You can tap it and leave your feedback there.
Here’s the link: [insert SmarterHome review link]
Closing
Agent:
Thanks so much for your time, [Customer’s Name]! We really appreciate you being part of the SmarterHome family. Have a great day — and if you ever need help, just reach out. We’ve got you covered.
| Order ID | Created By | Created Rep Email | Provider | Order Date | CampaignName |
| 1928212 | Andres Moreno | amoreno@xyzies.com | Spectrum | 10/12/2025 | AF_92976_The_computer_depot |
| 1915214 | Andres Moreno | amoreno@xyzies.com | Spectrum | 10/02/2025 | AF_90995_CEFO_PLUS_CONSULTANT,_LLC_84791 |
| 1928212 | Andres Moreno | amoreno@xyzies.com | Spectrum | 10/12/2025 | AF_92976_The_computer_depot |
| 1915214 | Andres Moreno | amoreno@xyzies.com | Spectrum | 10/02/2025 | AF_90995_CEFO_PLUS_CONSULTANT,_LLC_84791 |
| 1915214 | Andres Moreno | amoreno@xyzies.com | Spectrum | 10/02/2025 | AF_90995_CEFO_PLUS_CONSULTANT,_LLC_84791 |
| 1918542 | Angie Nino | Anino@xyzies.com | Spectrum | 10/04/2025 | AF_91053_Wireless_Brands_90156_kiosk |
| 1918542 | Angie Nino | Anino@xyzies.com | Spectrum | 10/04/2025 | AF_91053_Wireless_Brands_90156_kiosk |
| 1918542 | Angie Nino | Anino@xyzies.com | Spectrum | 10/04/2025 | AF_91053_Wireless_Brands_90156_kiosk |
| 1925100 | Carlos Rueda | crueda@xyzies.com | AT&T | 10/09/2025 | AF_91051_Just_Vibe_Corp_87891_kiosk |
| 1941505 | Carlos Rueda | crueda@xyzies.com | Spectrum | 10/23/2025 | AF_90985_Phone_Doc_LLC_89169_Kiosk |
| 1915965 | Carlos Rueda | crueda@xyzies.com | AT&T | 10/02/2025 | AF_91980_Sin_Limites_Wireless |
| 1921075 | Carlos Rueda | crueda@xyzies.com | Spectrum | 10/06/2025 | AF_91259_DCell_Wireless |
| 1941505 | Carlos Rueda | crueda@xyzies.com | Spectrum | 10/23/2025 | AF_90985_Phone_Doc_LLC_89169_Kiosk |
| 1946367 | Carlos Rueda | crueda@xyzies.com | APPD | 10/24/2025 | AF_90620_NXT_LEVEL_SMART_HOME_LLC |
| 1921075 | Carlos Rueda | crueda@xyzies.com | Spectrum | 10/06/2025 | AF_91259_DCell_Wireless |
| 1926189 | Erika Castiblanco | ecastiblanco@xyzies.com | AT&T | 10/10/2025 | AF_91076_Iphix_90166_kiosk |
| 1928869 | Ivan Zamora | fzamora@xyzies.com | APPD | 10/13/2025 | AF_91353_Guler_Appliance_Company |
| 1919877 | Johan Garcia | jgarcia@xyzies.com | APPD | 10/06/2025 | AF_90620_NXT_LEVEL_SMART_HOME_LLC |
| 1924974 | Jorge Merchan | jmerchan@xyzies.com | Comcast | 10/09/2025 | AF_90620_NXT_LEVEL_SMART_HOME_LLC |
| 1915538 | Juan Morales | dmorales@xyzies.com | Vivint | 10/02/2025 | AF_90995_CEFO_PLUS_CONSULTANT,_LLC_84791 |
| 1935510 | Julian Rodriguez | Julian@xyzies.com | Earthlink | 10/18/2025 | AF_90876_Ms_Fusion_Services_86124_Kiosk |
| 1925787 | Julian Rodriguez | Julian@xyzies.com | Earthlink | 10/10/2025 | AF_90919_Cellular_City_85328_Kiosk |
| 1925587 | Julian Rodriguez | Julian@xyzies.com | AT&T | 10/10/2025 | AF_91336_Music_Mart_TV |
| 1948770 | Laura Sanchez | lcalderon@xyzies.com | Spectrum | 10/25/2025 | AF_90858_PC_Technologies_85650_Kiosk |
| 1922393 | Laura Sanchez | lcalderon@xyzies.com | Frontier | 10/07/2025 | AF_91037_Smart_Cellutions_90073_kiosk |
| 1948770 | Laura Sanchez | lcalderon@xyzies.com | Spectrum | 10/25/2025 | AF_90858_PC_Technologies_85650_Kiosk |
| 1948770 | Laura Sanchez | lcalderon@xyzies.com | Spectrum | 10/25/2025 | AF_90858_PC_Technologies_85650_Kiosk |
| 1937516 | Luis Caleno | lcaleno@xyzies.com | APPD | 10/20/2025 | AF_92548_Fonecraz_NY |
| 1935222 | Luis Caleno | lcaleno@xyzies.com | Spectrum | 10/18/2025 | AF_91051_Just_Vibe_Corp_87891_kiosk |
| 1946708 | Luis Caleno | lcaleno@xyzies.com | Earthlink | 10/24/2025 | AF_91341_Johnstons_Home_Center |
| 1931160 | Luis Caleno | lcaleno@xyzies.com | Earthlink | 10/14/2025 | AF_90643_Hall_of_Tech |
| 1923590 | Luis Caleno | lcaleno@xyzies.com | Comcast | 10/08/2025 | AF_90918_World_Phone_Services_Inc_90064_Kiosk |
| 1936334 | Luis Caleno | lcaleno@xyzies.com | Earthlink | 10/19/2025 | AF_92548_Fonecraz_NY |
| 1931079 | Maria Torres | mtorres@xyzies.com | Spectrum | 10/14/2025 | AF_92856_RG_Legacy_LLC |
| 1928575 | Maria Torres | mtorres@xyzies.com | Comcast | 10/13/2025 | AF_90620_NXT_LEVEL_SMART_HOME_LLC |
| 1913770 | Nelson Trujillo | ntrujillo@xyzies.com | DirecTv | 10/01/2025 | AF_91019_Wireless_Source_85486_kiosk |
| 1930410 | Nelson Trujillo | ntrujillo@xyzies.com | DirecTv | 10/14/2025 | AF_91064_QC_Wireless_85778_kiosk |
| 1939731 | Nelson Trujillo | ntrujillo@xyzies.com | Earthlink | 10/22/2025 | AF_91341_Johnstons_Home_Center |
| 1913773 | Nelson Trujillo | ntrujillo@xyzies.com | Earthlink | 10/01/2025 | AF_91019_Wireless_Source_85486_kiosk |
| 1914742 | Nicoll Veloza | nveloza@xyzies.com | ClearConnect | 10/01/2025 | AF_90642_Vela.Comm_SmarterHome_Kiosk |
| 1950262 | Sajad Aghaee | sajad@xyzies.com | Spectrum | 10/27/2025 | AF_91053_Wireless_Brands_90156_kiosk |
| 1934091 | Sajad Aghaee | sajad@xyzies.com | Spectrum | 10/17/2025 | AF_90985_Phone_Doc_LLC_89169_Kiosk |
| 1934091 | Sajad Aghaee | sajad@xyzies.com | Spectrum | 10/17/2025 | AF_90985_Phone_Doc_LLC_89169_Kiosk |
| 1929441 | Sajad Aghaee | sajad@xyzies.com | Frontier | 10/13/2025 | AF_90985_Phone_Doc_LLC_89169_Kiosk |
| 1950262 | Sajad Aghaee | sajad@xyzies.com | Spectrum | 10/27/2025 | AF_91053_Wireless_Brands_90156_kiosk |
| 1933031 | Sajad Aghaee | sajad@xyzies.com | Spectrum | 10/16/2025 | AF_91440_Internett4ever |
| 1934091 | Sajad Aghaee | sajad@xyzies.com | Spectrum | 10/17/2025 | AF_90985_Phone_Doc_LLC_89169_Kiosk |
| 1933031 | Sajad Aghaee | sajad@xyzies.com | Spectrum | 10/16/2025 | AF_91440_Internett4ever |
Agent: Luis Caleño
Convo ID: 1872727
Queue: 18553232361 – TI – CA – All Providers – ENG 99002
Date/Time: Oct 24, 9:42 AM
Outcome: Soft Sale / Callback Scheduled
Lead Type: New customer, switch from Xfinity (price-driven)
Duration: ~8 min
🔹 1. Tone of Voice
Good: Friendly, polite, and patient throughout. Natural English flow; conversational warmth builds trust.
Needs: Slightly more confidence and control in transitions — sometimes over-explained or filled silence unnecessarily.
✅ Excellent rapport and tone control
⚠️ Minor overtalking and pacing — could tighten flow to maintain energy
🔹 2. Opening
Good: Professional and compliant. Clear identification and purpose (“Thank you for calling SmarterHome.ai… Are you looking for new internet service?”).
✅ Strong opening
⚠️ Transfer intro sequence at start was long; slight confusion between initial agent and Luis before call stabilized.
🔹 3. Discovery
Good: Great use of qualifying questions — address, ZIP, provider, reason for switching (price), number of devices, usage level.
Excellent adaptation to customer’s needs (“basic speed, one box, doesn’t use streaming”).
✅ Fully compliant discovery
⚠️ Could have asked budget comfort level earlier to tailor options faster.
🔹 4. Offer Presentation
Good: Presented both Internet and TV options with pricing tiers. Explained content of packages clearly (sports, family, movies, etc.).
Strong clarity, customer understood and asked for details.
Missed: No bundle savings framing — quoted totals separately instead of promoting combined value (“with both services together you save $X”).
✅ Clear and transparent pricing
⚠️ Could use stronger value framing (“This plan gives you X savings and includes installation”).
🔹 5. Handling Objections
Good: Patient when customer compared to current bill and asked about stand-alone cable. Adjusted quickly and offered solution.
Excellent control: pivoted smoothly without losing engagement.
Missed: No urgency or incentive framing to secure decision today.
✅ Great listening
⚠️ Needs closing language (“Let’s go ahead and set this up so you lock that price”).
🔹 6. Vivint / Cross-Sell Seed
Good: Mentioned the Vivint promotion before closing — timing better than prior calls.
Missed: Didn’t connect security promo to family value or homeowner benefit (felt scripted).
✅ Correct placement
⚠️ Needs personalization (“Since you mentioned kids, this offer helps keep your home protected”).
🔹 7. Assumptive Close / Next Step
✅ Excellent — scheduled callback proactively. This shows ownership and follow-up discipline.
Opportunity: Instead of open callback (“I’ll call you tomorrow”), use stronger assumptive tone (“Let’s lock your quote for tomorrow morning — I’ll just need confirmation from your husband then”).
✅ Created continuity
⚠️ Slightly passive in close
🧭 Why No Sale?
| Factor | Responsibility | Note |
|---|---|---|
| Lead Quality | 🟢 Strong | Real interest, clear need, competitive target (Xfinity). |
| Agent Performance | 🟡 Good | Solid discovery and rapport; lacked assertive close or urgency. |
| Customer | ⚪ Neutral | Wanted to check with spouse before deciding. |
🧩 Coaching Focus
- Bundle framing: Present savings for Internet + TV together; don’t quote separately.
- Value-first close: Emphasize benefits before total price.
- Urgency/commitment: Use assumptive close — “Let’s secure this today so the price doesn’t change.”
- Security tie-in: Personalize the cross-sell (“protect your kids and home”).
- Call efficiency: Keep momentum; limit filler time during coverage checks.
✅ Overall Rating: 4.2 / 5
Strong call — full process covered, empathetic tone, customer engaged.
Next step: sharpen closing energy and bundle presentation to turn callbacks into same-day activations.

Call Drop Reason: HangUpInQueue
Customer number: +19567892959
Campaign number: 18552036806
Vonage Campaign name: 18552036806 – Fastest Internet Spanish Targeting Home Owners 99000
Language: spanish
Queue Duration: 142.42 (sec)
cliente queria mover el servicio pero el esposo no quiso crear una cuenta nueva offer vivin cliente declina offerta
Team let´s be on top of this campaign we need 1.2 wunits to decrease the cost
Call Drop Reason: HangUpInQueue
Customer number: +12022007902
Campaign number: 18553410567
Vonage Campaign name: 18553410567 – Xfinity NIAR Spanish 50000
Language: spanish
Queue Duration: 40.69 (sec)
no contesto
Call Drop Reason: HangUpInQueue
Customer number: +19547449248
Campaign number: 18553390712
Vonage Campaign name: 18553390712 – MIR Comcast/Xfinity Spanish 99000
Language: spanish
Queue Duration: 103.43 (sec)
cliente le interesa el internet de 65 usd 500 mg att me pidio llamarlo a las 7 pm para que la esposa tome el servicio
Call Drop Reason: HangUpInQueue
Customer number: +19595908018
Campaign number: 18554786052
Vonage Campaign name: 18554786052 – Generic Telecom Fastest Internet Targeting Frontier Spanish 99000
Language: spanish
Queue Duration: 48.82 (sec)
no contesta
Call Drop Reason: HangUpInQueue
Customer number: +15738256601
Campaign number: 18552037210
Vonage Campaign name: 18552037210 – Generic Telecom Spanish Cheap Internet 99000
Language: spanish
Queue Duration: 27.17 (sec)
cliente ocupado me pidio llamarlo en dos horas 4.35 pm
Infer Call Id: 4e0cb07f-d60d-42a4-8ca0-66a88d362901
Vonage Call GUID: 01999c1c-ad90-40c2-900b-132c765cd4a8
Call Drop Reason: HangUpInQueue
Customer number: +18708211389
Campaign number: 18553563178
Vonage Campaign name: 18553563178 – DTV CIIMA English 10000
Language: english
Queue Duration: 0.8 (sec)
cliente no quiere servicios con att
Call Drop Reason: HangUpInQueue
Customer number: +19567892959
NO SE VA A CAMBIAR DE PROVEEDOR LE BAJARON EL PRECIO
Campaign number: 18552036806
Vonage Campaign name: 18552036806 – Fastest Internet Spanish Targeting Home Owners 99000
Language: spanish
Queue Duration: 142.42 (sec)
Team let´s be on top of this campaign we need 1.2 wunits to decrease the cost
Call Drop Reason: HangUpInQueue
Customer number: +12022007902
Campaign number: 18553410567
Vonage Campaign name: 18553410567 – Xfinity NIAR Spanish 50000
Language: spanish
Queue Duration: 40.69 (sec)
Call Drop Reason: HangUpInQueue
Customer number: +19547449248
HUNG UP
Campaign number: 18553390712
Vonage Campaign name: 18553390712 – MIR Comcast/Xfinity Spanish 99000
Language: spanish
Queue Duration: 103.43 (sec)
Call Drop Reason: HangUpInQueue
Customer number: +19595908018
YA CONTRATO FONTIER OFFER VIVINT DECLINE
Campaign number: 18554786052
Vonage Campaign name: 18554786052 – Generic Telecom Fastest Internet Targeting Frontier Spanish 99000
Language: spanish
Queue Duration: 48.82 (sec)
Call Drop Reason: HangUpInQueue
Customer number: +15738256601
NO RESPONDEN
Campaign number: 18552037210
Vonage Campaign name: 18552037210 – Generic Telecom Spanish Cheap Internet 99000
Language: spanish
Queue Duration: 27.17 (sec)
Infer Call Id: 4e0cb07f-d60d-42a4-8ca0-66a88d362901
Vonage Call GUID: 01999c1c-ad90-40c2-900b-132c765cd4a8
Call Drop Reason: HangUpInQueue
Customer number: +18708211389
HUNG UP
Campaign number: 18553563178
Vonage Campaign name: 18553563178 – DTV CIIMA English 10000
Language: english
Queue Duration: 0.8 (sec)
Call Drop Reason: HangUpInQueue
Customer number: +13183556418
VOICE MAIL
Campaign number: 18552960149
Vonage Campaign name: 18552960149 – New ATT CIIMA English 50000
Language: english
Queue Duration: 299.37 (sec)
Call Drop Reason: HangUpInQueue
Customer number: +19017450750
LLAMAR A LAS 5:00 PM—————————————————————————————————————————–
Campaign number: 18552977445
Vonage Campaign name: 18552977445 – New IAR Spanish 50000
Language: spanish
Queue Duration: 291.84 (sec)
Call Drop Reason: HangUpInQueue
Customer number: +17029297962
CALL CAN NOT BE COMPLE AT THIS TIME CALL LAT
Campaign number: 18553563178
Vonage Campaign name: 18553563178 – DTV CIIMA English 10000
Language: english
Queue Duration: 115.25 (sec)
Call Drop Reason: HangUpInQueue
Customer number: +13344029139
NO CONTESTAN
Campaign number: 18552961704
Vonage Campaign name: 18552961704 – New ATT CIIMA Spanish 50000
Language: spanish
Queue Duration: 239.16 (sec)
all Drop Reason: HangUpInQueue
Customer number: +13344029139
NO CONTESTAN
Campaign number: 18552961704
Vonage Campaign name: 18552961704 – New ATT CIIMA Spanish 50000
Language: spanish
Queue Duration: 196.05 (sec)
Call Drop Reason: HangUpInQueue
Customer number: +13344029139
NO CONTESTA
Campaign number: 18552961704
Vonage Campaign name: 18552961704 – New ATT CIIMA Spanish 50000
Language: spanish
Queue Duration: 19.4 (sec)
Call Drop Reason: HangUpInQueue
Customer number: +13235003443
NO CONTESTA
Campaign number: 18553524565
Vonage Campaign name: 18553524565 – AIP Generic Spanish 99000
Language: spanish
Queue Duration: 590.22 (sec)
Call Drop Reason: HangUpInQueue
Customer number: +13053236358
VOICE MAIL
Campaign number: 18553527932
Vonage Campaign name: 18553527932 – DTV IAR English 10000
Language: english
Queue Duration: 378.13 (sec)
Call Drop Reason: HangUpInQueue
Customer number: +19094366869
NO CONTESTA
Campaign number: 18552902703
Vonage Campaign name: 18552902703 – Buscando Frontier Spanish 99000
Language: spanish
Queue Duration: 115.05 (sec)
Call Drop Reason: HangUpInQueue
Customer number: +17377032048
COMPANIA DE TELEFONO ATT LES DEBE 900 USD NO QUIERE CAMBIARSE POR LA DEUDA
Campaign number: 18554604104
Vonage Campaign name: 18554604104 – Freeinternet ACP Spanish 99000
Language: spanish
Queue Duration: 309.33 (sec)
Call Drop Reason: HangUpInQueue
Customer number: +16783865605
MISMO CLIENTE DE KINETICK 8778079463 ACN
Campaign number: 18553410567
Vonage Campaign name: 18553410567 – Xfinity NIAR Spanish 50000
Language: spanish
Queue Duration: 345.08 (sec)
Call Drop Reason: HangUpInQueue
Customer number: +16787487942
CITA MEDICA LLAMAR A 5:00PM ———————————————————————————————————————-
Campaign number: 18555346649
Vonage Campaign name: 18555346649 – MIR Spanish Targeting Renters 99000
Language: spanish
Queue Duration: 615.53 (sec)
Call Drop Reason: HangUpInQueue
Customer number: +12035657065
YA CONTRATO SERVICIO CON FRONTIER OFERTA DE VIVINT DECLINE
Campaign number: 18552902703
Vonage Campaign name: 18552902703 – Buscando Frontier Spanish 99000
Language: spanish
Queue Duration: 410.27 (sec)
Call Drop Reason: HangUpInQueue
Customer number: +18456674135
NO CONTESTA
Campaign number: 18552977445
Vonage Campaign name: 18552977445 – New IAR Spanish 50000
Language: spanish
Queue Duration: 4.47 (sec)
Call Drop Reason: HangUpInQueue
Customer number: +13214434795
YA CONTRATO SERVICIO CON XFINTY YA TIENE CAMARAS
Campaign number: 18552977653
Vonage Campaign name: 18552977653 – New CIIMA Spanish – Core 50000
Language: spanish
Queue Duration: 638.46 (sec)
Call Drop Reason: HangUpInQueue
Customer number: +16783865605
CONTRATO KINETICK DOBLE CONTRATACION DE SERVICIO NECESITA CANCELAR OFERTA DE VIVINT CX INF QUE YA CONTRATO EL SERVICIO
Campaign number: 18553410567
Vonage Campaign name: 18553410567 – Xfinity NIAR Spanish 50000
Language: spanish
Queue Duration: 108.94 (sec)
Call Drop Reason: HangUpInQueue
Customer number: +16783865605
BUZON DE VOZ
Campaign number: 18553410567
Vonage Campaign name: 18553410567 – Xfinity NIAR Spanish 50000
Language: spanish
Queue Duration: 155.99 (sec)
Call Drop Reason: HangUpInQueue
Customer number: +19514459483
LE JAQUEARON LA TARJETA LLAMO PARA CAMBIAR EL METODO DE PAGO
Campaign number: 18552902703
Vonage Campaign name: 18552902703 – Buscando Frontier Spanish 99000
Language: spanish
Queue Duration: 286.66 (sec)
Call Drop Reason: HangUpInQueue
Customer number: +18202250130
YA TIENE SERVICIO LLAMAVA POR CX SER
Campaign number: 18553527713
Vonage Campaign name: 18553527713 – AIP PIP Spanish 99000
Language: spanish
Queue Duration: 213.44 (sec)
Call Drop Reason: HangUpInQueue
Customer number: +15863395764
BUZON DE MENSAJES
Campaign number: 18553563178
Vonage Campaign name: 18553563178 – DTV CIIMA English 10000
Language: english
Queue Duration: 41.46 (sec)
Call Drop Reason: HangUpInQueue
Customer number: +14352325458
NO CONTESTA
Campaign number: 18553410567
Vonage Campaign name: 18553410567 – Xfinity NIAR Spanish 50000
Language: spanish
Queue Duration: 55.69 (sec)
Vonage Call GUID: 01999cbb-3461-4a5d-92d6-8f8136062615
Call Drop Reason: HangUpInQueue
Customer number: +12149667105
NO CONTESTA
Campaign number: 18554779883
Vonage Campaign name: 18554779883 – Generic Telecom Fastest Internet Spanish 99000
Language: spanish
Queue Duration: 56.03 (sec)
delinda tenn
5136944223
sleanatenn886@gmail.com
5136944632-