Outbound calls to customers: NTC

A contact attempt is when you call a customer at a minimum of two numbers (For example, mobile number and CBR).

• Customers can be contacted using the following:
  • Porting Number
    
  • Courtesy Number
  • Primary Number (PAH)
  • Contact number listed in the notes, phone list, or contact information
• Do not contact customers using other active numbers on the account.
  • The end-user(s) may have nothing to do with the port.
  • Contacting mobile numbers (porting, etc.) should be our first option unless directed in the notes to do otherwise.
• Leave a bypass memo in Verification Notes in the Account Verification Window in Samson to identify if another Casework rep is currently working on the open port/s on the account including specific number being worked. If more than one number is being worked, not every number needs to be documented and instead you can use ‘Multiple Numbers’. Sample bypass memo: Casework: iPort - Rep name, last initial, rep ID, MSISDN XXXXXXXXXX
  • Call mobile numbers first, if available.
  • If only one number is given, you only need to call one number.
  • Leaving a voicemail counts as 1 attempt for all requests on the account.
  • Always review all memos from the start date of the port request. 
    • Confirm which action needs to take place next.
    • Gather the correct information from the customer to resolve the port.
    • Check if a temporary number or activation details are also needed to complete the port.
    • Check if the temporary number is indicated on the memo. And if port number is not yet reserved, perform Mobile Number change to reserve the port in number. Follow steps from WLNP manual MSISDN changes: Samson. Exception: If Ports being worked by NTC3 Team, do not make any changes.
    • Depending on the situation, you may need to check beyond the port starting date. For example:
      • Where customer might have interacted with other departments and there is a need for us to validate the information.
      • A cancel a resubmit was done.
      • Trying to determine if a case needs to be dispatched to bilingual for Spanish speaking customers.
  • Do not contact customers at their mobile internet line except for MI with Digits talk and text rate plan.
• A successful contact attempt is speaking to the Billing Responsible Party (BRP) or Authorized User (AU).
• Do not attempt to call a contact number provided by an unauthorized user unless that number is active on the account and/or in the account's contact list.
• Do not contact customers if memos say to cancel the port request for the porting number or complete the request replacing a temporary number.
• If a customer or Sales rep contacts Customer Care or NTC, but their information does not resolve the port issue:
  1. Restart the contact attempts.
  2. Attempt to contact them for two calendar days again.
• If a request is modified and fallout is received, the customer or Sales did not call back reset the attempt and attempt to contact the customer for two calendar days again

1. Repeat a contact attempt once a day, over two calendar days. A contact attempt counts:
   • If there was no answer or you left a message.
   • You made two contact attempts over two calendar days and are unsuccessful.
2. After the second attempt, perform one final attempt on the seventh (7) day if the request is still open with no action from the customer.
   • If customer is reached, reset the attempt, and attempt to contact the customer for two calendar days again.
   • If customer is not reached, cancel the port.

Note: If a new case is pulled through iPort and there are other related cases, the first contact attempt applies to all cases. This is to prevent multiple contact attempts and customer confusion.

• Customer calls Care: Restart the attempts for all ports in the account.
• Customer calls NTC: Restart the attempts for all ports in the account.
• Unauthenticated End User calls: Restart the contact attempts only for the number they are calling about.
• To check for multiple open port requests:
  • Inter port: Follow Access postpaid port requests.
  • Intra port: Search for "Transfer or Transfer Submit" system memo in Memo List.

• Calls to resolve fallout: Only if the resolution requires calling the customer as detailed in Fallout resolution.
• Customers are waiting for a device to be shipped: Check the order status to find when you need to call. See Fallout resolution.
• Ports going to Wholesale MVNE or MVNO accounts: Do not call under any circumstances.
• Call only during the correct hours in the customer's time zone:
  • Check the address where the bill is delivered to find the time zone.
  • Call only during the following hours (unless the customer requests a specific time).
    • Weekdays and weekends: 8 a.m. - 9 p.m.
    • Christmas eve: 8 a.m. - 5 p.m.
    • Thanksgiving Day and Christmas Day: No calls
    • New Year's day, President's Day, Memorial Day, Juneteenth (June 19), Independence Day (July 4), and Labor Day
      1. Consumer accounts: 8 a.m. - 9 p.m.
      2. Business accounts: No calls

1. Give your first name, explain that you are calling from the T-Mobile number transfer center, and the call may be monitored for quality assurance.
2. Ask for the authorized user (AU) or billing responsible party (BRP) by full name. You do not need to verify the Customer PIN/Passcode on an outbound call, but you must ask for the BRP/AU by first and last name.
   • BRP/AU is not available: Explain you are calling about the request to port a number to T-Mobile. Ask if the person is aware of the request. Do not provide the porting number. Ask for the full name of the person you are speaking to.
     • Person is not aware of a request to port a number: Ask if they can pass on a message to the account owner to call us back to discuss the port request.
       • Yes: Provide our contact number and hours of operation.
       • No: Thank the person for their time and end the call.
       • Call a second number on the account following the contact attempt guidelines.
     • Person is aware of a request to port a number:
       • You can discuss and modify the port ONLY if the person can validate the porting number. Go to the next step.
       • If the customer cannot validate the porting number, ask if they can pass on a message to the account owner to call us back to discuss the port request.
         • Yes: Provide our contact number and hours of operation.
         • No: Thank the person for their time and end the call.
       • Call a second number on the account following the contact attempt guidelines.
     • Number is set up on the account: Provide advisements based on whether you were able to resolve the fallout or if additional information is still required.  See step 6 below.
     • Number is not set up on the account: Review the memos to see if port direction can be found.
       • Yes: Set up the MDN Change/Activation as indicated in the memos. For an activation, you need to obtain the SIM from the customer. Provide the appropriate advisements. See step 6 below.
       • No: Ask the customer which number on the account belongs to the BRP and offer to call them for permission to set up the number. If the contact attempt is unsuccessful, leave a VM to call us back with port direction. If the customer doesn’t know which number belongs to the BRP, ask them to have the BRP call us back and provide our contact information.
   • BRP/AU is available: Go to the next step.
3. Explain the reason for the call and provide the full porting number.
4. Ask the customer if they can discuss the request and have the information to complete the request. (T-Mobile, see Access postpaid port requests.)
   • Customer states they are the number owner, and they are not porting the number
     1. Apologize.
     2. Cancel the port.
     3. Call the T-Mobile customer from the primary subscriber, contact number, etc.
        • Customer answers
        1. Verify the number they were trying to port.
        2. If the same number is given, ask if the account with the other service provider is in their name.
           1. No: Explain that we need to speak to the number owner and get their permission before we can port the number.
           2. Yes: Explain that we just spoke to someone who claimed this was their number and they did not want to port. Ask if they have the phone available.
              1. Yes: Call the number and when they answer we will initiate a new port.
              2. No: Ask them to call back once they do so we can confirm the number or call the OSP with the customer so they can verify the account to prove number ownership.
        • Customer does not answer/leave voicemail
          1. Leave a voicemail explaining that there was an issue with their port that required us to cancel the request.
          2. Ask them to call back to initiate a new request.
          3. Do not attempt to reach the customer again. A new port will be submitted once they call back in.
   • Customer asks to be called back
     • Port Fallout Related
       1. Ask the customer for the date and time they want a call back and put the case in Response 3rd Party status for the date/time requested. Be mindful of customer calling hours.
       2. Set expectations with the customer that they can still call us back if they obtain the required information before then, but if the port has not been completed by (date and time of the requested call back), someone will call them back to resolve the fallout. 
       3. Memo the account, including that if the port is resolved, the follow up is not required.
     • Non-Port Fallout Related
       1. Ask for a better time when you can call them.
       2. Add a memo to the account with the callback date and time.
       3. Set a Samson follow-up for the callback date.
       4. Do not contact the customer again until the agreed upon date.
     •  The callback resets the attempt counter making the callback the first attempt.
   • Does not have the information, but has time and is authorized to access the other provider's account
     1. Refer to the Service provider/carrier directory to determine whether self‑service options are available for the fallout. If so, ask the customer if they prefer using the self‑service or calling the other carrier.
        • Self‑service: Explain the self-service steps.
        • Calling the OSP: Continue to the next step.
     2. Conference the call with the OSP.
     3. Ask for the needed information to complete the port.
        • OSP agrees to discuss information:
          1. With the customer on the line, work with the OSP to complete the port request.
          2. Go to step 5.
        • OSP only agrees to discuss information with the customer:
          1. If the OSP will only discuss information with the customer or if the customer fails the OSP's account verification, tell the customer to call us back. Give the contact number and hours of operation.
          2. If the customer asks to be called back, follow steps under asks to be called back.
   • Does not have time or does not have the information
     1. Ask them to call back or visit a store when ready to discuss the port with a copy of a bill from the old service provider.
     2. Give the contact number and hours of operation.
     3. Add a memo to the account.
   • Customer says they will resolve fallout at the store
     • Ask the customer when they plan to visit the store. Confirm if they still wish to receive a call from the Number Transfer Team regarding the port.
     • Customer wants to receive port updates: Note on the account the date they plan to visit the store and their request for updates. Update the status in iPort to "Response 3rd Party" and adjust the pending expiration date after their store visit date.
     • Customer declines port updates or requests not to be contacted: Note this in the account notation accordingly. Update the status in iPort to "Response 3rd party" and adjust the pending expiration adding 7 days.
   • Has the information: Go to the next step.
5. Resolve any fallout issues. If there are multiple port requests, handle based on the account type.
   • Individual account: Work all the port requests at the same time.
   • Business accounts: Check the account to find if the request was submitted through Salesforce, initiated through Care, or if the request is from the backlog.
6. Remind customers:
   • Go over the Customer advisements.
   • To save any voicemails.
     • The old voicemail box and any voicemails will be deleted.
     • For phone numbers being replaced, the voicemail box will reset when the port completes.
   • A text message from T-Mobile is sent when the porting process starts.
   • If you are calling on the number being ported, this call may disconnect when the porting process begins.
7. Resubmit/modify the request.
8. Refresh the port for the new response and modify again if needed or give the new timeline for the number transfer if the port goes into delay.
9. Add a memo to the account.

1. No voicemail: Add a note to the account for the contact attempt.
2. Voicemail: Leave a message with the following:
   • Your name and that you're calling from the T-Mobile number transfer center about the customer's recent port request.
   • The full 10 digits of the porting number (Recommend the customer have it when calling back, along with the required information.
     Note: If there are multiple MSISDNS in fallout for the same account, advise that there are multiple MSISDNs. No need to leave full 10-digit numbers in VM on all numbers.    
   • Check the fallout. Inform the customer of the specific information needed to proceed (example: transfer PIN, ZIP code, remove number lock, etc.)
     Note: This only applies to Wireless port. If there are multiple fallouts or it’s a Wireline port, advice we need additional information for the requested number and need to call us back.
   • Remind the customer to keep service active with the other carrier while porting.
   • Contact number and hours of operation.

• No voicemail: Add a note to the account for the courtesy call. Cancel the port. 
• Voicemail: Leave a message with the following:
  • Your name and that you're calling from the T-Mobile number transfer center about the customer's recent port request.
  • Tell customers that we will close the number transfer request for now and if they wish to continue with the number transfer request, call us back anytime.
  • The full 10-digit porting number (Recommend the customer have it when calling back, as well as the required information based on the carrier requirements. Use Service provider/carrier directory: Wireless  and Service provider/carrier directory: Wireline to check OSP requirements.
  • Contact number and hours of operation.

Review the account memos.

• If memos show that the specific issue and the person we promised is aware that the issue/port is resolved, a call back is not required. Close the follow up, and memo the account.
• If the person we promised is not aware the issue/port is resolved, then perform a call back. After the contact attempt, close the follow up, and memo the account.
• If the memos are unclear if the person we promised is aware the issue/port is resolved, then perform a call back. After the contact attempt, close the follow up, and memo the account

1. Contact the customer.
2. If they don't answer, follow Call is not answered / goes to voicemail.
3. Close the follow up.
4. Add a note to the account. This completes the contact attempt.