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=A84
>CALLER CONCERN / 0 -> GHOST CALLS<
>PHONE NUMBER/ ACCT. NUMBER<
>CALLER NAME<
>SERVICE ADDRESS [CHECK CPSOS]<
>CALL RESOLUTION<
>CALL BACK NUMBER<
>GOOD TIME TO CALL BACK<
>MISC<

Thank you for calling AT&T, my name is CLARK. How may I help you today?
=IF(A2=0;"I'm sorry I cannot hear anyone from the other line, if somebody can hear me please give us a callback at 800-288-2020, I'll be releasing this call now.";"-----")
>[1] UNHAPPY CUSTOMER ; [2] CALL TO BUY<
=IF(A13=1;CONCATENATE("I apologize for the inconvenience our service had provided YOU, I understand YOUR frustration and to make sure that we fix this as soon as possible. I will pull up YOUR account and find out the most convenient way to resolve [";UPPER(A2);"] and if needed I'll connect YOU with a specialist who could better assist YOU with this concern.");IF(A13=2;CONCATENATE("I'll be happy to assist YOU [";UPPER(A2);"]. First let me make sure that the service is available, and if it is. I'll make sure to set YOU up with the best package that will suit YOUR needs.");CONCATENATE("I'll be happy to assist YOU with [";UPPER(A2);"] here's what I'll do, l'll pull up your account and make sure that [";UPPER(A2);"] is resolved, or properly connect YOU to another of our specialist who could better assist YOU with this concern.")))
=IF(A13=2;"Do YOU have an existing account with AT&T?>Y[1] or N[0]<";"May I have YOUR phone number starting with the area code /or YOUR account number?")
=IF(A15=1;"May I have the ACCT. NO. for your AT&T Service? May I have your first and last name?";"May I have your first and last name? ")
=IF(A13=2;"May I have the best phone number where I can reach YOU at?";"-----")
=IF(A13=2;"May I have the address where this service will be installed?";"-----")
=IF(AND(A13=2;A15<>1);"-----";CONCATENATE("Mr/Miss [";UPPER(A4);"] I need to verify the acct could YOU please provide (PASSCODE first if available) the last four of the social in the acct.? or Customer code.)>ENTER HERE verifier: SSN / cx code / others<"))
=IF(AND(A13=2;A15<>1);"-----";"[CHECK FIRST IF APPLICABLE] Under federal privacy law, it is your right and our duty to protect your account information. May I use your information during this call to discuss products offered by at&t companies? Your decision will not affect your service. >ENTER HERE (y,n,perm,dnd)<")
=CONCATENATE("[IF NEEDED] Mr/Miss [";UPPER(A4);"] I want to ensure that YOUR concern about [";UPPER(A2);"] is handled properly today. So Mr/Miss [";UPPER(A4);"] I'll be reviewing YOUR account in order for me to provide YOU the information/assistance YOU required, this might take a couple of minutes so you may hear a moment of silence as I do these tasks. Feel free to get my attention if you have any other concerns that you need my help with.")
=CONCATENATE("[IF NEEDED]Mr/Miss [";UPPER(A4);"] I just want to inform you that I'm still working on your concern and would like to request another minute, would that be ok?")
[Look and Provide Resolution]
[Transfer Call>Y[1] or N[0]<]
=IF(A24=1;CONCATENATE("Upon reviewing YOUR account and after exhausting all of my resources here, YOUR concerned about [";UPPER(A2);"] can be handle better by another of our specialist in a department handling this issues. As promised I'll be connecting you with the specialist who could give you better assistance. And for future reference you can connect with our specialist through this number 8002882020. I'll be connecting the call now, so may I place our call Mr/Miss [";UPPER(A4);"] on hold as I CONNECT the call. Thank YOU for doing business with AT&T have a nice day.");"-----")
=IF(A13=2;"-----";CONCATENATE("[RECAP] Mr/Miss [";UPPER(A4);"] YOU called about [";UPPER(A2);"] and I have provided you solution/information [";UPPER(A6);"] are YOU satisfied with that resolution Mr/Miss[";UPPER(A4);"] (Thank you / If not what else could i help YOU with?). I'm glad that i was able to take care of [";UPPER(A2);"] I'll be asking you a few questions to ensure YOU are getting the best value for YOUR services. tell me... "))
=IF(OR(A13=2;A20="n";A20="dnd");"-----";"Who is your current cable provider?")
=IF(OR(A13=2;A20="n";A20="dnd");"-----";">ENTER cable provider here [0 if none; 1 if we can offer]<")
=IF(OR(A13=2;A20="n";A20="dnd");"-----";"How much is that?>ENTER price<")
=IF(OR(A13=2;A20="n";A20="dnd");"-----";"How many channels are you getting?>ENTER no. of channels<")
=IF(OR(A13=2;A20="n";A20="dnd");"-----";"Who watches TV most in your household?>ENTER name/s<")
=IF(OR(A13=2;A20="n";A20="dnd");"-----";"What do you/they like to watch?>ENTER shows<<")
=IF(OR(A13=2;A20="n";A20="dnd");"-----";"How many TVs do you have?>ENTER no. of TVs?<")
=IF(OR(A13=2;A20="n";A20="dnd");"-----";"Are any of them HD?>ENTER no. of HD TVs<")
=IF(OR(A13=2;A20="n";A20="dnd");"-----";"Who is your current internet service provider?")
=IF(OR(A13=2;A20="n";A20="dnd");"-----";">ENTER internet service provider here [0 if none; 1 if we can offer]<")
=IF(OR(A13=2;A20="n";A20="dnd");"-----";"How much is that?>ENTER price<")
=IF(OR(A13=2;A20="n";A20="dnd");"-----";"What speed is it?>ENTER HSI speed<")
=IF(OR(A13=2;A20="n";A20="dnd");"-----";"Who uses the internet most in your household?>ENTER name/s<")
=IF(OR(A13=2;A20="n";A20="dnd");"-----";"What do you/they like to do on the internet?>ENTER activities<")
=IF(OR(A13=2;A20="n";A20="dnd");"-----";"How many computer's do you have?>ENTER no. of computers?<")
=IF(OR(A13=2;A20="n";A20="dnd");"-----";"Any of those computers laptop?>ENTER no. of laptops<")
=IF(OR(A13=2;A20="n";A20="dnd");"-----";"Who is your current mobile phone provider?")
=IF(OR(A13=2;A20="n";A20="dnd");"-----";">ENTER mobile phone service provider here [0 if none; 1 if we can offer]<")
=IF(OR(A13=2;A20="n";A20="dnd");"-----";"How much is that?>ENTER price<")
=IF(OR(A13=2;A20="n";A20="dnd");"-----";"How many minutes do you get?>ENTER number of minutes<")
=IF(OR(A13=2;A20="n";A20="dnd");"-----";"Who uses the mobile phone most in your household?>ENTER name/s<")
=IF(OR(A13=2;A20="n";A20="dnd");"-----";"Besides talking, what do you/they like to do on your/their cellphone/>ENTER activities<")
=IF(OR(A13=2;A20="n";A20="dnd");"-----";"How many lines do you have/need>ENTER no. of mobile phone lines have/need?<")
=IF(OR(A13=2;A20="n";A20="dnd");"-----";"What kind of phone do you have/or looking for (Barphone, flip phone, qwerty keyboard, camera, etc.)>ENTER type of mobile phone<")
=IF(OR(A13=2;A20="n";A20="dnd");"-----";"Let's review what we talked about to make sure I understand your situation...")
=IF(OR(A13=2;A20="n";A20="dnd");"-----";CONCATENATE("Your tv service provider is [";UPPER(A28);"] that costs [$";A29;"] you get [";A30;"] channels. [";UPPER(A31);"] usually watch/es [";UPPER(A32);"]. You have [";A33;"] TVs and [";A34;"] is in HD."))
=IF(OR(A13=2;A20="n";A20="dnd");"-----";CONCATENATE("Your internet service provider is [";UPPER(A36);"] that costs [$";A37;"] you get [";A38;"Mbps] speed. [";UPPER(A39);"] usually use/s it for [";UPPER(A40);"] you have [";A41;"] computer/s and [";A42;"] Laptop."))
=IF(OR(A13=2;A20="n";A20="dnd");"-----";CONCATENATE("Your mobile phone service provider is [";UPPER(A44);"] that costs [$";A45;" ]. You get [";A46;" minutes]. [";UPPER(A47);" usually use/s it for [";UPPER(A48);"]. You have [";A49;" line/s] and it is [";UPPER(A50);"] type device."))
=IF(OR(A13=2;A20="n";A20="dnd");"-----";"Did I understand that correctly?")
=IF(OR(A13=2;A20="n";A20="dnd");"-----";CONCATENATE("Based on what YOU told me , I HIGHLY RECOMMEND our... ";IF(SUM(4;IF(A28=0;-1;0);IF(A36=0;-1;0);IF(A44=0;-1;0))=4;"Quad";IF(SUM(4;IF(A28=0;-1;0);IF(A36=0;-1;0);IF(A44=0;-1;0))=3;"Triple";IF(SUM(4;IF(A28=0;-1;0);IF(A36=0;-1;0);IF(A44=0;-1;0))=2;"Double";"Single")));" pack"))
=IF(OR(A13=2;A20="n";A20="dnd");"-----";"Which includes our:")
=IF(OR(A13=2;A20="n";A20="dnd");"-----";"-Ever reliable Home Phone All Distance package that will give you unlimited minutes for Local and Long Distance calling")
=IF(OR(A13=2;A20="n";A20="dnd");"-----";IF(A28=0;"-----";"-AT&T DirecTV Choice Ultimate with 225 channels (a movie lover's package as you can get over 7000 On Demand shows and movies at no extra charge.)"))
=IF(OR(A13=2;A20="n";A20="dnd");"-----";IF(A36=0;"-----";"-AT&T HighSpeedInternet Elite Package which provides you a 6Mbps DEDICATED line, very reliable for downloading music, movies and games."))
=IF(OR(A13=2;A20="n";A20="dnd");"-----";IF(A44=0;"-----";"-AT&T mobile phone service, and I'm proud to say that we are the only company who provides ROLLOVER minutes"))
=IF(OR(A13=2;A20="n";A20="dnd");"-----";"What this means to you get all of these on a much cheaper price because we have bundled all these great products in one, and also you'll have less worries as you could get these all with one bill. What do you say if we set it up for you today?")
=IF(OR(A13=2;A20="n";A20="dnd");"-----";"[AT&T Prices (Homephone (86), DirecTV(87), HSI(88), Wireless(89))")
=IF(OR(A13=2;A20="n";A20="dnd");"-----";IF(A13=3;"-----";35))
=IF(OR(A13=2;A20="n";A20="dnd");"-----";IF(A13=3;"-----";IF(A28=0;"-----";44.99)))
=IF(OR(A13=2;A20="n";A20="dnd");"-----";IF(A13=3;"-----";IF(A36=0;"-----";19.95)))
=IF(OR(A13=2;A20="n";A20="dnd");"-----";IF(A13=3;"-----";IF(A44=0;"-----";59.99)))
=IF(OR(A13=2;A20="n";A20="dnd");"-----";IF(A13=3;"-----";CONCATENATE("Total of $";SUM(A64:A67))))
=IF(OR(A13=2;A20="n";A20="dnd");"-----";IF(A13=3;"-----";CONCATENATE("[Customer's present charges Homephone(92), ";A28;" (93), ";A36;" (94), ";A44;" (95)]")))
=IF(OR(A13=2;A20="n";A20="dnd");"-----";IF(A13=3;"-----";35))
=if(a28=0;"-----";a29)
=IF(A36=0;"-----";A37)
=IF(A44=0;"-----";A45)
=IF(OR(A13=2;A20="n";A20="dnd");"-----";IF(A13=3;"-----";CONCATENATE("Total of $";SUM(A70:A73))))
=IF(OR(A13=2;A20="n";A20="dnd");"-----";IF(A13=3;"-----";IF(SUM(A64:A67)>SUM(A70:A73);CONCATENATE("I know that there's a difference of... $";SUM(A65:A67)-SUM(A70:A73);" ... but imagine for an additional of only... $";(SUM(A65:A67)-SUM(A70:A73))/30;" per day you get all of the great features I mentioned, what do you say we set this Mr/Miss [";UPPER(A4);"] up for you today?");CONCATENATE("With a difference of [$";SUM(A70:A73)-SUM(A65:A67);"] Imagine a savings of [$";(SUM(A70:A73)-SUM(A65:A67))*12;"] per year, what do you say we set this Mr/Miss [";UPPER(A4);"] up for you today?"))))
=IF(OR(A13=2;A20="n";A20="dnd");"-----";IF(A13=3;"-----";CONCATENATE("I understand the hesitation Mr/Miss [";UPPER(A4);",] I just want to tell you that this is the best offer you can get in this market nowadays, the best value for your hard-earned money? Why not try it out for a couple of months just to get the feel for it?")))
=IF(OR(A13=2;A20="n";A20="dnd");"-----";IF(A13=3;"-----";CONCATENATE("A good callback number then and the best time I can call you. And thanks a lot Mr/Miss [";UPPER(A4);"]")))
=IF(A13=2;"-----";IF(A13=3;"-----";CONCATENATE("To fully recapped about what we did today Mr/Miss [";UPPER(A4);"] you called about [";UPPER(A2);"] and I have provided you solution/answer by [";UPPER(A6);"] i offered you...")))
=IF(OR(A13=2;A20="n";A20="dnd");"-----";IF(A13=3;"-----";IF(A28=0;"-----";"DirecTV (Y[1],N[2],0)")))
=IF(OR(A13=2;A20="n";A20="dnd");"-----";IF(A13=3;"-----";IF(A36=0;"-----";"AT&T HighSpeedInternet (Y[1],N[2],0)")))
=IF(OR(A13=2;A20="n";A20="dnd");"-----";IF(A13=3;"-----";IF(A44=0;"-----";"AT&T Wireless Phone (Y[1],N[2],0)")))
=IF(A13=2;"-----";IF(A13=3;"-----";CONCATENATE("Mr/Miss [";UPPER(A4);"] my goal today is to make sure that you are very satisfied with the level of service that I have provided YOU, are YOU VERY SATISFIED Mr/Miss [";UPPER(A4);"]? Will there be anything else I can help you with today?")))
=IF(A13=2;"-----";"Thank you for choosing AT&T have a nice day.")
=IF(A13=2;"-----";IF(A13=3;"-----";CONCATENATE("cci: ";A2;" || ver: ";A19;" || cpni: ";A20;" || resol'n: ";A6;IF(AND(A79=0;A80=0;A81=0);"";CONCATENATE(" || offer: ";CONCATENATE(IF(A79=1;"DTV-Y|";IF(A79=2;"DTV-Denied|";""));IF(A80=1;"HSI-Y|";IF(A80=2;"HSI-Denied|";""));IF(A81=1;"WP-Y";IF(A81=2;"WP-Denied";""))))))))
Call to Buy SEGMENT [CHECK CPSOS]
>ENTER:[0]Not Available, [1]U-verse or [2] Available<
=IF(A86=0;CONCATENATE("Mr/Miss [";UPPER(A4);"] as much as we would like to provide you [";UPPER(A2);"] our system shows that it is not yet available in the area. For sure AT&T is doing its best to expand service coverage and that includes your area.");IF(A86=1;CONCATENATE("Mr/Miss [";UPPER(A4);"] I see the service available in your area and to make sure that we process a seamless order, let me CONNECT you to one of our specialist, for future reference you may use this number 8002882020 in order for you to get hold of our specialist, I'll be connecting you now, may I place our call on hold as I CONNECT the call? thank you for doing business with AT&T and have a nice day.");IF(A86=2;CONCATENATE("Mr/Miss [";UPPER(A4);"] I'm happy to inform you that the service is available. I'll be asking you a few questions to ensure YOU are getting the BEST VALUE for your services.");"-----")))
>Setting up ACCESS Line (Y[1], N[0])<
=IF(A88=1;"how many calls do you plan to make? >>enter no. of calls here<<);";"-----")
=IF(A88=1;"Will you be making Long Distance Calls through this phone?>>ENTER Yes or No<<";"-----")
=IF(A88=1;"Do you plan on making international calls?>>ENTER Yes or No<<";"-----")
=IF(A88=1;"Will you also be using this home phone for fax?>>ENTER Yes or No<<";"-----")
=IF(A88=1;"Do you have loved ones in your family that may need to reach you via a collect call?>>ENTER ANSWER here<<";"-----")
=IF(A88=1;"How often will you be using this home phone in a day or maybe a week?>>ENTER ANSWER here<<";"-----")
=IF(A88=1;"What are your plans if your phone would need repair?>>ENTER ANSWER here<<";"-----")
=IF(A88=1;"How many people would be using this home line?>>ENTER ANSWER here<<";"-----")
=IF(A88=1;"What features do you want on your phone?Likce Caller ID, Call Forwarding, 3 Way Calling etc?>>ENTER ANSWER here<<";"-----")
=IF(A88=1;"BASED ON WHAT YOU TOLD ME, I recommend our (ALL DISTANCE) package for your home phone as you mentioned (you will make Long Distance calls through this phone, what this means to you is that you don't have to worry about the number of minutes that you consume since you will get unlimited minutes for Local and Long Distance calling) not to mention the features that will go along with it. Let's set this up for you today. ok";"-----")
>Setting up HIGH SPEED INTERNET (Y[1], N[0])<
=IF(A99=1;"What are you planning to use this internet for-emails download music or movies, games?>>ENTER ANSWER here<<";"-----")
=IF(A99=1;"How many laptop computers do you have? How many desktops?>>ENTER ANSWER here<<";"-----")
=IF(A99=1;"How many people would be using the internet?>>ENTER ANSWER here<<";"-----")
=IF(A99=1;"How many devices do you want to connect to the internet like Ipad, xbox, etc?>>ENTER ANSWER here<<";"-----")
=IF(A99=1;"BASED FROM WHAT YOU TOLD ME, I recommend our (ELITE PACKAGE) with (6.0 Mbps as you stated that you will use the internet service to download music, movies, and games. What this means to you is that you can download multiple files at the same time.) Lets set this up for you tdoay, ok.";"-----")
>Setting up DirecTV (Y[1],N[0])<
=IF(A105=1;"What are your favorite programs?>>ENTER ANSWER here<<";"-----")
=IF(A105=1;"What type of programming does your family like to watch?>>ENTER ANSWER here<<";"-----")
=IF(A105=1;"What premium channels do you subscribe to?>>ENTER ANSWER here<<";"-----")
=IF(A105=1;"How many TVs do you have? Any of them HD?>>ENTER ANSWER here<<";"-----")
=IF(A105=1;"Do you go out often and missed programs you love to watch?>>ENTER ANSWER here<<";"-----")
=IF(A105=1;"BASED FROM WHAT YOU TOLD ME, I recommend our (Choice Ultimate which can come with the Whole Home DVR service since you have more than 1 HDTV, which means that you can get the most out of your HDTV plus enjoy watching the program from one TV to another and get over 210 channels in one package). Let's set this up for you today. ok.";"-----")
>Setting up WIRELESS Line (Y[1], N[0])<
=IF(A112=1;"Will you be using this cellphone for business or personal use?>>ENTER ANSWER here<<";"-----")
=IF(A112=1;"Besides calls, what else will you use the cellphone for... texting, internet, pictures?>>ENTER ANSWER here<<";"-----")
=IF(A112=1;"What kind of cellphone would you love to have?>>ENTER ANSWER here<<";"-----")
=IF(A112=1;"Does your family already has a wireless phone? If yes, how many minutes do they get?>>ENTER ANSWER here<<";"-----")
=IF(A112=1;"How many lines would you like to have?>>ENTER ANSWER here<<";"-----")
=IF(A112=1;"BASED FROM WHAT YOU TOLD ME, I recommend our (Family Plan that you can get up to 5 lines for you and your family with rollover minutes which means that you and your family can make use of the unused minutes the following month and be able to use all the minutes that you pay for.) Let's set this up for you today. ok.";"-----")
=IF(A86<>2;"-----";CONCATENATE("In order for me to continue on the process of [";UPPER(A2);"] I need to run a credit check and would ask some details from you Mr/Miss [";UPPER(A4);"] will that be ok?"))
=IF(A86<>2;"-----";"May I please have your Social Security Number>Enter SSN here<")
=IF(A86<>2;"-----";"Your Date of Birth>Enter Date of Birth<")
=IF(A86<>2;"-----";">Your License Number<")
=IF(A86<>2;"-----";CONCATENATE("You provided me one callback number: [";A7;"] can we use that?"))
=IF(A86<>2;"-----";"Would it be possible for you to provide 2nd callback number it is needed to process your order.>ENTER 2nd callback number<")
=IF(A86<>2;"-----";"May I have your email address to send you information about your order, terms of service, and all future communications abour your account?>ENTER email address<")
=IF(A86<>2;"-----";"[IF EMAIL PROVIDED]Do you also want me to use this email address to enroll you to our Paperless Billing?>ENTER Y or N<")
=IF(A86<>2;"-----";CONCATENATE("[DO PROCESS] Mr/Miss [";UPPER(A4);"] I'll be doing your request now, you may hear a moment of silence as I do the process. I'll be keeping you posted minute by minute on how [";UPPER(A2);"] is going along. Feel free to call my attention if you have any other requests that you need my help with. Thank you very much"))
=IF(A86<>2;"-----";"Enter Installation Date<")
=IF(A86<>2;"-----";">Enter day of week<")
=IF(A86<>2;"-----";">Enter time frame AM or PM<")
=IF(A86<>2;"-----";">Enter Montly rate charge<")
=IF(A86<>2;"-----";">Enter one time charges<")
=IF(A86<>2;"-----";">Enter services with one time charges<")
=IF(A86<>2;"-----";CONCATENATE("Just to RECAP Mr/Miss [";UPPER(A4);"] The due date for [";UPPER(A2);"order] will be on [";A128;"] that will be on [";A129;"] and the time window will be from [";A130;"]"))
=IF(A86<>2;"-----";CONCATENATE("The monthly rate for this order will be [$";A131;"]. There will be prorated charges on your next bill. There will be a one time charge of [$";A132;"] for [";UPPER(A133);"]"))
Is there anything else I that I may assist you with?
Again my name is CLARK and it is my goal today to make sure that you are VERY SATISFIED with the level of service I provided you. Can you say that you are VERY SATISFIED?
=CONCATENATE("Well thank you Mr/Miss [";UPPER(A4);"] for choosing at&t. Have a nice day.")
0 Yes
0 No
fanbase
12/1/2010

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