Activation
1. Open the call.
2. Validate the customer account.
If you see the serial number, Ask for the
last 4 digits of the serial number
Or
If you don’t see the serial number Ask for
it
Copy the serial number in the notepad
3. Do you want a new number or a
number transfer from other
company?
If he said new number
4. Thank you for choosing (brand
name) as your service provider.
5. My account creation.
Go to same costumer- create new account
May I have your activation zip code?
Repeat the zip code
Copy it in the notepad
May I have your email address?
Spell the email provided
To create your security pin May I have 4
digits that you can easily remember?
spell the PIN
May I have your date of birth
Spell the birth date
6. Activate the device.
7. Click on refresh
8. Read the transaction summary
9. Follow the flow chart.
10. Offer the survey.
11. Close the call
12. Create the interaction
Sales
Redemption
1. Open the call.
2. Validate the customer account.
Validate the last 4 digits of the phone
number, if you can see the number.
Or
Ask for the phone number, if you don’t
see the number
3. Ask for the airtime card number.
If apply
4. Offer
(Add now or add to the reserve).
NOTE: if the customer chose add now,
read the red add now warning verbatim
5. Read the service end date.
6. Offer the survey.
7. Close the call
8. Create the interaction.
1. Open the call.
2. Validate the customer account.
Validate the last 4 digits of the phone
number, if you can see the number.
Or
Ask for the phone number, if you don’t
see the number
3. Ask for the plan to pay and select
it
4. Provide the total amount including
taxes.
5. Ask for the last 4 digits of the
credit card.
6. Ask for the expiration date of the
card.
7. Ask for the CVV code.
If apply
8. Offer
(Add now or add to the reserve).
NOTE: if the customer chose add now,
read the red add now warning verbatim
7. Read the transaction summary
Not including the service end date
8. Offer the survey.
9. Close the call
10. Create the interaction.

Reactivation with PIN
1. Open the call.
2. Validate the customer account.
Validate the last 4 digits of the phone
number, if you can see the number.
Or
Ask for the phone number, if you don’t
see the number
3 Thank you for choosing (brand
name) as your service provider.
4 Ask for the airtime card number.
5 Click on activate
6 Click on refresh button
At the end of the call.
7 Read the activation instructions.
8 Read the service end date.
9 Offer the survey.
10 Close the call.
11 Create the interaction
Reactivation with credit/debit card
1. Open the call.
2. Validate the customer account.
Validate the last 4 digits of the phone
number, if you can see the number.
Or
Ask for the phone number, if you don’t
see the number
3. Thank you for choosing (brand
name) as your service provider.
4. Ask for the plan to pay//select it.
5. Provide the total amount
6. Ask for the last 4 digits of the
credit card.
7. Ask for the expiration date
8. Ask for the CVV code
9. Click on activate button
10. Click on refresh button
11. Read the transaction summary
Not including the service end date
 calling from the same line
At the end of the call.
Read the activation instructions
 calling from a different line
Advice the customer to make a call
12 Offer the survey.
13 Close the call
14 Create the interaction.
Upgrade
1. Open the call.
2. Validate the customer account.
3. If the customer is calling from the
phone request for an alternate line
 If the customer provides an
alternative line, spell it and call the
customer back.
 If the customer does not have, let
him know that the call can be
disconnected at any time and use
the checkmark
5. Ask for the security questions.
6. Let the customer know that
The New phone will be added in the old
account.
7. Go to transaction tab/upgrade
8. Enter the new serial number and SIM
9. Compete the upgrade process
If the customer is calling from the phone
schedule a callback to ENT handset
Read the transaction summary
10 wait 1 to 3 minutes while the upgrade
is completed
10. copy the whole transaction summary
in the notepad
11. Create the interaction in the old
phone.
12. Open the new serial number
13. Open and follow the flow chart
14. Offer the survey and Close the call.
15. Create the interaction in the new phone