Luis Caleno

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.

3 thoughts on “Luis Caleno”

  1. 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

  2. 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)

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