ATENTO TELESERVICIOS ESPAÑA S.A.
SUCURSAL EN COLOMBIA
Calle 39 No 21-84 Bucaramanga
NIT: 900.076.998-6
Tel: (09-1) 5940000
ATENTO TELESERVICIOS ESPAÑA S.A. SUCURSAL EN COLOMBIA
Calle 39 No 21-84 Bucaramanga
NIT: 900.076.998-6
Tel: (09-1) 5940000
MOVE
GREETINGS:
• Welcome
“Good morning / afternoon / evening, this is (name) from Movistar. How may I help you?”
• Name
“May I have your name, please?” / “May I ask who I am speaking with?”
“Nice to talk to you, Miss/Mister + Last name”
“May I have the phone number you want to consult about?”
IDENTIFICATION:
“Are you the account holder?” / “Is this contract under your name?”
“May I have your full name and ID number?” / “May I have the full name and ID number of the account holder?”
DISPOSITION TO HELP (REPHRASE):
“Just to confirm, do you require to move your services to a new address?”
“Just to be sure, do you require your landline/internet service moved to a new address?”
“Just to be sure, is it necessary to relocate your router within your home?”
ATENTO TELESERVICIOS ESPAÑA S.A. SUCURSAL EN COLOMBIA
Calle 39 No 21-84 Bucaramanga
NIT: 900.076.998-6
Tel: (09-1) 5940000
NETWORK COVERAGE:
“May I have your new home address? I will check the network coverage, so we can provide you internet service with the best possible
internet connection”.
• FTTH Disponible
“Mister/Miss, I am checking the system and fiber optics appears to be available. I will go ahead and place an order for the installation.
Let set this up with a short voice recording. May I have your best contact number? Keep in mind that our technicians will contact you
within three days to schedule the installation”.
• ADSL 2+ Disponible
“Mister/Miss, I am checking the system and ADSL under copper wire appears to be available. I will go ahead and place an order for the
installation. Let set this up with a short voice recording. May I have your best contact number? Keep in mind that our technicians will
contact you within three days to schedule the installation”.
• Sin Información
“Mister/Miss, I am checking in the system, and I can see that there is no Power Line Communication available in this area. In this sense,
we can provide you with a 4G wireless internet connection that works with radio waves. I will go ahead and open an internal request
asking for this installation. May I have your best contact number? In the next days, you will get a call from the department in charge to
arrange for the Wi-Fi box’s installation or delivery”.
DEVICES:
“Mister/Miss, please remember to take the devices with you to your new location”.
VOICE RECORDING:
“To continue with this request, I will make a voice recording in which I will require your personal information, including full name and ID
number. Do you agree?”
ATENTO TELESERVICIOS ESPAÑA S.A. SUCURSAL EN COLOMBIA
Calle 39 No 21-84 Bucaramanga
NIT: 900.076.998-6
Tel: (09-1) 5940000
ENDING
FURTHER DOUBTS / ASKING FOR ADDITIONAL INFORMATION
“Please, let me know if you need any further information”
“May I help you with anything else?”
“Is there anything else I can help you with?”
TO ANNOUNCE AND INTRODUCE THE UPCOMING SURVEY
TELCO: “Please, keep in mind that you will receive an email survey to evaluate my service, being 5 (stars) the highest rate”
LEGADO: “Please, keep in mind that in the next three days you will receive a survey to evaluate my service, being 9 the highest rate”
“Do you feel satisfied with my customer service?” / “Do you feel satisfied with the assistance that I have given to you today?”
“Your opinion is quite important for me” / “Please, remember that your opinion is very important for our company”
FAREWELL
“It was a pleasure assisting you today” / “It was a pleasure talking to you today” / “Thank you very much indeed”
“Thank you for calling, Miss/Mister (Last name). I wish you a good day / weekend / holiday”