Billing & Sales

When these calls come in, we will basically act as a Tengo directory service.  They will call in on either the Tengo Billing, Tengo Sales, or Tengo VIP lines.  We will get their information and warm transfer them to the appropriate number.

Call Process

Scripting:
“Thank you for calling TengoInternet (sales/billing).  My name is __________.  How may I help you today?”
“May I get your name please”
“Thank you Mr or Mrs. ___________.  May I also confirm that you are calling from phone number XXX-XXX-XXXX?  Thank you.”
“Before I transfer you to Billing/Sales may I ask what the call is in regards to?”
“I am going to see if (Rick – Billing/ Elisa – Sales) is currently available to receive your call.  Please hold for just a moment while I transfer you. Thank you for calling TengoInternet. ”

Transfer Process

Once we get their information and confirm where they need to go, we will then call Rick or Elisa, let them know who we have on the line and their phone number, and ask if they are able to receive the call. Once they confirm that they can receive the call, we will transfer them through.

Scroll to Warm Transfer Section of HUD Transfer Processes.

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