Smarterhome call flow English

• “I’d be happy to help you. May I please have your name?”
• “Please share your ZIP code, house number, and street name to check coverage.”
• “Is this residential or business?”
• “Are you the homeowner?”
• Confirm preferred phone number and a secondary number in case needed.
• Use the customer’s information in Bundle Portal to start generating any order (Potential Sale) as you qualify.

Identify the Call Driver

• Billing / Lower Bill → Ask provider & monthly cost.
• Technical Support → Ask provider & issue duration.
• New Services / Acquisition → Usage, provider, Spectrum history.
• Cancel / Retain → Reposition savings / alternatives.
• Affiliate / SmarterHome Program → Complete Affiliate form; AM calls same day (~10 min).

Store information

Upload the Vonage ID of that call into Bundle Portal. If it is a GMB or KIOSK bundle, a pop-up will show the store info — provide that to the caller.

From your Directory go to Info GMB Locations and search by the campaign telephone number (the number at the beginning of the campaign name on Vonage).

If the bundle does not show the pop-up, click Potential Sale, copy the campaign phone number from the campaign name, then go to Info GMB Locations and search by that number. Do not use the caller’s phone number. Do NOT give the campaign number as the store number. Provide store name, address, phone, and contact name if needed.

If caller declines or no offers available

If the call is from Affiliate and it is not sales related, please thank the caller and proceed with wrap up.

Internet Needs

• Main use — streaming, gaming, WFH, smart devices?
• Any slow speeds or buffering?
• How many devices connected at once?
• Anyone work or study from home?
• Use video calls regularly?

Cable / TV Needs

• Have cable or mainly stream?
• Platforms: Netflix, HBO, Hulu, Disney+, sports?
• Live TV, on-demand, or DVR?
• Must-have channels or sports?
• Watch on TV, computer, or mobile?
• How many TVs?
• Watch together or separately?
• Never miss live sports/news/events?
• Use DVR/recordings now? Want it?

Mobile / Wireless Needs

• How many lines?
• Carrier & coverage?
• Current payment?
• Bundle with internet?
• Unlimited / hotspot? Travel / intl?
• 5G important? Use phone as hotspot?
• Upgrade cadence? Device protection?

Home Security Needs

• Monitoring system, cameras, alarms?
• Personalized setup (doorbell, locks, detectors)?
• Protection from intruders/fire/hazards?
• Any service interruptions?
• 24/7 monitoring importance? App control?
• Detect fire/CO/floods?
• Pets? (recommend pet-friendly sensors)
• Smart home integration?
• Any break-ins nearby?

Present available providers (no pricing yet).

• Option 1: Internet + TV + Phone — normally $XX, today $XX, plus free mobile line for 12 months.
• Option 2: Internet + TV — normally $XX, today $XX.
• Satellite areas: emphasize “best available” with today’s reduced price.
• Assume close: “Great, let’s schedule installation — morning or afternoon?”
• Seed Security: “You’re also eligible for a partner promotion on home security.”

• Features & equipment included.
• Installation: self-install kit or technician (date/time).
• Promotions & contract term.
• Fees: install/shipping if any.
• “Promo price is $XX for X months, then $XX.”

Close

• Process payment (CPNI compliant).
• Confirm installation/activation date.
• Transition: “Now that we’ve covered your internet needs, let’s also secure your home.”

Objections

• Talk to family → Empathize; secure promo today; adjust before install.
• No money → Savings vs current bill; no payment until active; autopay discount.
• Have mobile elsewhere → Bundle savings; add mobile later.
• Already have security → Vivint integrates; 24/7 monitoring; $200 discount.
• No long contract → Month-to-month / no-contract options.
• Think about it → Urgency: promo valid today while on the line.
• Issues with [provider] → Improvements + alternatives available now.

Order Recap

• Services: Internet speed, TV package, Mobile lines, Security (if any).
• Installation: method + date/time (self-install / technician).
• Equipment: modem/router, TV box, mobile device(s).
• Promotions & Contract: $XX for X months; then $XX. Term = X months.

Churn-Reduction Bill Recap (read out loud)

• Billing cycle start: begins on [MM/DD]; first due date [MM/DD].
• First bill includes prorated partial month + first full month in advance + any one-time fees + equipment rental.
• Ongoing bill: $XX during promo (months 1–X), then $YY.
• Taxes & surcharges vary by location.
• Autopay/Paperless: −$X (often starts next cycle).
• Bundle/mobile credits: show as bill credits; may start 1–2 cycles after activation/port-in.
• Gift card/rebate: delivered after X–Y weeks — watch for redemption email.

Service-by-service bill summary (include on bill & read back)

• Internet: Plan [name/speed] at $[price]/mo promo → then $[price]. Equipment: modem/router $[fee]/mo. One-time: install/activation $[fee]. Discounts: autopay/paperless −$[X].
• TV: Package [name] at $[price]/mo promo → then $[price]. Devices: receiver/DVR $[fee]/mo each TV. Required: broadcast/RSN $[range]/mo. Add-ons: [HBO/Starz/etc. $[fee]/mo].
• Phone (Landline): Unlimited nationwide at $[price]/mo. Gov/911 fees vary. Equipment/ATA: $[fee]/mo. Porting timeline: [X–Y days].
• Mobile: [#] line(s) on [plan name] at $[price]/line after autopay. Devices: $[amount]/mo if financed. Credits usually begin in 1–2 cycles. Taxes/surcharges vary.

Compliance

• Deliver provider’s mandatory legal script (AT&T, Spectrum, Frontier, Optimum, etc.).
• Broadband Label consent: “We’ll send a broadband label by email/text. Is that okay?”

Survey (Check The Reviews)

Next step: Complete the review with the support of the floor supervisor, and then proceed to the security transfer.

• Bundle Portal Lead: Generate before transfer; note the lead number.
• Warm Transfer

Intro

Handoff Asset

To customer