Agents Pad

Purpose: Start the call professionally, confirm the customer, understand the request, and set up the save conversation before moving into account review.

• 1○
  Branded GreetingAgent uses a clear Mint Loyalty greeting and identifies themselves at the start of the call.
• 2○
  Reason for CallingAgent asks why the customer is calling and allows the customer to explain the concern.
• 3○
  Save SetupAgent asks permission to review the account before processing cancellation, port-out, or transfer information.
• 4○
  Validation AccuracyAgent verifies the account accurately before discussing account-sensitive information.
• 5○
  Careforce/Record AccessAgent accesses the account and communicates that they are reviewing records.

Purpose: Review the customer's account, plan, usage, history, eligibility, and possible account-based solutions.

• 1○
  Coverage & CompatibilityAgent checks coverage, network experience, device compatibility, and service fit.
• 2○
  Usage & Plan ConsultAgent reviews usage and plan fit before offering a solution.
• 3○
  Notes Review & HistoryAgent reviews account history, prior interactions, payment history, offers, and notes.
• 4○
  Retention Offer EligibilityAgent checks whether the customer qualifies for an approved save offer.

Purpose: Find the real reason behind the customer's concern by asking targeted questions, reviewing what already happened, and avoiding assumptions.

• 1○
  Port-Out ReasonAgent identifies why the customer wants to cancel, transfer, or port out.
• 2○
  Competitor DestinationAgent identifies where the customer is planning to move and what the competitor is offering.
• 3○
  Device/Usage NeedsAgent discovers device condition, usage habits, hotspot needs, streaming behavior, and usage expectations.
• 4○
  Issue Root Cause DiscoveryAgent asks what has already been done and identifies possible causes based on facts, not theory.
• 5○
  TMO Eligibility ScopingAgent identifies whether T-Mobile may be a better fit based on coverage, device, multi-line, or usage needs.
• 6○
  Empathy & PersonalizationAgent acknowledges the customer's concern and personalizes the response.

Purpose: Resolve the customer's concern, build value, present approved save options, compare competitor offers, and attempt retention before processing the exit path.

• 1○
  Save Offer DeliveryAgent presents a relevant approved save offer connected to the customer's concern.
• 2○
  Competitor Offer MatchAgent compares the competitor offer with Mint's available value, pricing, discount, or benefits.
• 3○
  Benefits & Discount FramingAgent explains the value of the offer beyond price, including savings, plan fit, coverage, and convenience.
• 4○
  Waterfall StrategyAgent provides the next approved option if the first offer does not address the concern.
• 5○
  Long-Term AgreementAgent positions the retention solution around long-term value, stability, and customer fit.
• 6○
  Loyalty Cross-Sell UseAgent positions T-Mobile as a possible better-fit solution when appropriate.
• 7○
  Cross-Sell SOP ComplianceAgent follows proper warm transfer language and process for T-Mobile cross-sell.

Purpose: Attempt eligible transfers correctly and document the transfer outcome.

• 1○
  Transfer AttemptedAgent attempts the correct warm transfer when the customer qualifies or agrees.
• 2○
  Pre to Post ProcessAgent documents the outcome and follows the transfer process.

Purpose: Maintain professional, confident, clear, empathetic, and customer-centered communication.

• 1○
  Confidence & ClarityAgent explains steps clearly and confidently.
• 2○
  Minty Fresh ScriptingAgent uses positive, natural, and brand-friendly language without sounding robotic.
• 3○
  AdaptabilityAgent adjusts communication based on the customer's concern or confusion.

Purpose: Move the call forward while still completing discovery, retention, and process steps correctly.

• 1○
  Call Flow ManagementAgent keeps the call organized and clearly moves from one step to the next.
• 2○
  SOP TimingAgent manages hold time and returns to the customer professionally.
• 3○
  PIN Delivery TimingAgent provides PIN or port-out information only after proper account review and required process.

Purpose: Complete accurate CRM updates, notes, tagging, and SOP documentation.

• 1○
  CRM Tagging AccuracyAgent applies the correct CRM disposition or outcome tag.
• 2○
  Final Call NotesAgent completes accurate final notes summarizing the call.
• 3○
  Tool Usage AccuracyAgent references the correct tools, records, and SOP sources.
• 4○
  Loyalty Process SOPAgent follows the required loyalty process before completing the customer request.

Purpose: End the call only after confirming all needs are addressed and closing professionally.

• 1○
  Final CheckAgent asks if the customer needs anything else before ending the call.
• 2○
  CSAT PromptAgent mentions the customer satisfaction survey when appropriate.
• 3○
  Branded GoodbyeAgent gives a professional end-of-call goodbye without using opening-style greeting language.

Purpose: Evaluate whether the agent built value, tested the customer's willingness to stay, and handled objections effectively before completing the exit path.

• 1○
  Built Value Before OfferAgent creates value before presenting the offer.
• 2○
  Trial CloseAgent checks whether the proposed solution would influence the customer's decision.
• 3○
  Objection HandlingAgent acknowledges and addresses the customer's objection instead of immediately giving up.