Julian Rodriguez

Cristian David Herrera Arroyo

Agent: Julian R.

Convo ID: 1871715

Queue: 18554306194 – Internet Finder DTV English 10000
Outcome: No Sale / Redirected to Customer Service
Lead Type: Returning customer (ex-DirectTV), asking for new cable offer
Duration: ~2:40

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🔹 1. Tone of Voice

Good: Calm, polite, and patient. Clear English.
Needs: Slightly more enthusiasm and direction — agent sounded reactive, not guiding.

✅ Professional tone
⚠️ Lacked energy to create sales momentum

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🔹 2. Opening

Good: Proper greeting and company identification. Asked if the caller was looking for new home services.
Missed: Could have used a friendlier bridge after confirmation (“Perfect! Let’s see what we can do for you today.”).

✅ Correct opening
⚠️ Weak transition into qualification

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🔹 3. Discovery

Good: Verified address and provider history (DirectTV).
Missed: Did not ask why customer left, what they liked before, or what’s important now (price, channels, reliability).
→ Missed discovery = missed cross-sell opportunity (Internet, mobile, security).

✅ Basic qualification
❌ No needs assessment or opportunity probing

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🔹 4. Offer / Cross-Sell Attempt

Issue: Instead of checking availability or presenting Spectrum options, the agent redirected the caller to customer service.
→ This was a potential new sale — the customer explicitly asked “what kind of deals do y’all have on cable?”
→ Should have treated as a new acquisition and verified coverage in Bundle Portal.

⚠️ Lost opportunity: No cross-sell attempt (Internet or Security).
❌ Should have pivoted:

“Since you’re looking for TV again, we can also bundle Internet to lower your monthly bill — let’s check what’s available at your address.”

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🔹 5. Handling

Agent defaulted to “contact customer service,” meaning the call ended with zero conversion attempt.
Even if the customer already had equipment, we could have:

• Explained trade-in / new install process
• Created a new potential sale in Bundle Portal
• Offered Vivint promotion as a value-add

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🧭 Why No Sale?

Factor	Responsibility	Note
Lead Quality	🟢 Good	Customer was interested, willing to reactivate.
Agent Performance	🔴 Main	Did not follow sales flow; treated as service call.
System/Process	⚪ Neutral	Possibly lack of clarity on “reactivation” handling.

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🧩 Coaching Focus

• Always check coverage and provider before redirecting — confirm if it’s a new lead or existing account.
• When unsure, create a potential sale — don’t hand off immediately.
• Introduce a cross-sell bridge: “We can get your cable back up and also lock in Internet or home security discounts.”
• Reinforce assumptive close: “Let’s see what bundle we can get you today.”

 

Agent: Julian

Convo ID: 1871166

Queue: 18554272403 – Directv AIP English 10000
Outcome: No Sale
Lead Type: Incoming inquiry (Paulding, OH – Cable + Internet)
Duration: ~4:00

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🔹 1. Tone of Voice

Good: Calm, courteous, clear English. Good pace and pronunciation.
Needs: Lacked sales energy and confidence — sounded informative but not persuasive.
✅ Professional tone
⚠️ Could add enthusiasm and reassurance to build excitement around the offer.

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🔹 2. Opening

Good: Clean greeting, identified company and recorded line properly.
Excellent compliance.
⚠️ Missed follow-up rapport phrase — could’ve added a quick engagement line (“Great! Let’s see what we have available for you today”).

✅ Opening correct and compliant
⚠️ Could add small-talk bridge to humanize interaction

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🔹 3. Discovery

Good: Collected full address, ZIP, and verified service interest (Internet + TV).
Missed: Did not explore usage habits, budget range, or service issues — customer volunteered specific needs (local channels + a few key networks), but Julian didn’t use that to personalize value.
→ Opportunity: highlight simplicity, reliability, and exact channel fit.

✅ Address and service confirmed
⚠️ Needs more personalization and probing questions (“How many TVs? Do you prefer simple setup or streaming?”)

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🔹 4. Offer / Presentation

Issue: Jumped directly to price ($94 Internet / $114 TV) without building value.

• Customer’s reaction showed confusion and hesitation — no value framing (“includes ESPN, Hallmark, History, all local stations”).
• Should have walked through package benefits before giving numbers.
• Did not position bundles or savings opportunity.

✅ Gave clear pricing
⚠️ No value or savings framing
❌ Missed bundle pitch (Internet + TV = better deal)

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🔹 5. Handling Objections

When customer said “I’ll get back to you,” agent thanked politely but did not attempt recovery.
→ Missed chance to isolate objection (“Was it the price or setup part that’s making you think twice?”).
→ No assumptive close (“We can hold the offer for you — would you like me to reserve it?”).

✅ Remained polite
❌ No objection handling, no reattempt

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🔹 6. Vivint Seed

Good: Mentioned promotion (“$250 off security and monitoring”)
Issue: Too late and detached from conversation. It sounded scripted after the customer had already ended the call.
→ Should be positioned earlier as a value add (“By the way, with your service, you’ll also qualify for a free security installation — that’s an exclusive promotion today”).

✅ Mentioned promotion
⚠️ Poor timing; delivery lacked engagement

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🔹 7. Assumptive Close

Missed completely.
At no point did Julian guide toward a next step or confirmation (“Let’s schedule the install” / “Would you like me to lock that in for you?”).

❌ No attempt to close or create urgency

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🧭 Why No Sale?

Factor	Responsibility	Note
Lead Quality	🟢 Good	Customer asked for both Internet & cable. Strong potential.
Agent Performance	🔴 Main	Focused on information, not persuasion; no value-building or close.
Customer	⚪ Neutral	Showed genuine interest, only wanted clarity & reassurance.

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🧩 Coaching Focus

• Build value before price: explain what the offer includes and highlight key channels before quoting totals.
• Ask at least one qualifying or emotional question (“What do you like to watch most?”).
• Use assumptive closing: “Let’s get that locked in for your address today — morning or afternoon install?”
• Bring up Vivint early as an incentive, not a post-script.

 

No podemos dejar ir las ventas asi

 

Definitivamente

 

Mis llamadas son muy caras ahora. No puede ser posible que alguien con tanta experiencia deje ir las ventas. Entiendo que su acercamiento a los clientes sea mas seco, pero, la venta igual hay que hacerla

 

Removamos las llamadas de video para Julian. Todas las ventas me las deja ir

 

Alguien llame a esos clientes porfavor a ver si logramos salvar alguna venta

 

Agent: Julian Rodriguez
Date/Time: Oct 24, 9:02 AM

Convo ID: 1870732

Queue: 18554272403 – Directv AIP English 10000
Outcome: No Sale / Billing Inquiry Redirected
Lead Type: Misrouted (customer calling to pay bill)
Duration: ~2:30

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🔹 1. Tone of Voice

Good: Professional, polite, and patient despite confusion.
Needs: Could sound more confident when clarifying the situation — tone became uncertain mid-call.
✅ Courteous and calm
⚠️ Lacked control and assertiveness to guide call direction

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🔹 2. Opening

Good: Correct company ID and greeting (“Thank you for calling… recorded line”).
⚠️ Missed opportunity to immediately clarify purpose (“Just to confirm, are you calling for a new service or to manage an existing one?”).
✅ Opening compliant
⚠️ Weak follow-through clarification

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🔹 3. Discovery

Good: Verified address and ZIP; maintained patience through caller confusion.
Missed: Once it was clear this was a billing call, Julian could have shifted to light discovery — e.g., “While you have me, may I check if there are new service or upgrade offers available for your area?”
✅ Address verified
❌ No cross-sell or curiosity pivot

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🔹 4. Handling / Transfer

Good: Provided correct customer-service number clearly and courteously.
Issue: The redirection was accurate but transactional — no attempt to convert or retain engagement.
→ Should briefly check coverage or mention Spectrum bundles before ending.
✅ Accurate information
⚠️ Missed soft-sell bridge

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🔹 5. Vivint Seed

Good: Mentioned promotion before ending (“$250 off security cameras”).
Issue: Same as previous calls — dropped at the end, with zero context or personalization.
→ Should instead frame it earlier as “While I look that up…” to keep customer listening.
✅ Compliance with promo mention
⚠️ Poor placement, robotic delivery

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🔹 6. Assumptive Close / Cross-Sell

Missed: No attempt to schedule follow-up or check for interest in other services once caller said she had DirecTV.
→ Quick recovery example:

“Since you already have DirecTV, I can check if Spectrum offers a better TV + Internet deal for your ZIP — want me to see what’s available?”

❌ Missed full conversion opportunity

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🧭 Why No Sale?

Factor	Responsibility	Note
Lead Quality	🟡 Medium	Wrong queue (billing intent), but has existing DirecTV service = possible cross-sell.
Agent Performance	🔴 Main	Good compliance but reactive; didn’t attempt soft-conversion or curiosity pitch.
Customer	⚪ Neutral	Only intent: pay bill. Could’ve been redirected toward upgrade interest.

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🧩 Coaching Focus

• Control the conversation early (“Are you calling to pay a bill or check for new offers?”).
• Use cross-sell curiosity pivots for misrouted calls (“While I check that number, let me see if there’s a deal in your area”).
• Integrate Vivint promo naturally mid-call.
• Keep tone confident and guiding to maintain authority even in non-sales calls.