Before transferring a call, always ensure you have handled all the customer’s concerns that you are trained to handle.
If a customer needs to speak to the manufacturer of their device, refer to Device and Partner Support Contacts to provide the customer with a method of contact.
Verify Department Hours of Operation (HOOP) prior to transfer. If outside hours of operation, advise the customer to call back during the hours of operation.
If it is outside of the external partner's hours of operation, provide the customer with hours of operation and toll-free number (if available) for the customer to call.
Only transfer when directed to by a workflow or as instructed by transfer reasons below.
If transferring, inform the customer of the expected wait time, if available. Empathize with the customer upon transferring.
To ensure we fully resolve your issue today, I'm going to transfer you to someone who can assist you with...
Cold Transfer - Displayed in CTI as "C". Transfer the customer to another department/partner without speaking to the receiving agent.
Warm Transfer - Displayed in CTI as "W". Speak with the receiving agent to provide information about the reason for the call.
Transfer Categories In this Article
| ▿Chat Transfers | ▿Sling Partner Transfers | ▿Cord Cutter Transfers |
| ▿Internal Transfers | ▿OTA Antenna Transfers | ▿Ticket Trending |
Chat Transfers
Internal Transfers
| Reason to transfer | Transfer to | Location in CTI | HOOP EST | Special instructions |
|---|---|---|---|---|
| Customer requests a supervisor (Coach) | Coach | General | Voice: 9:30am - 12:00am Chat: 8:00am - 1:00am | Input Coach's extension in Extension field when advised |
| Advised by Global Expert | - | - | 8:00am - 12:00am | Launch Help Chat Tool input GE's extension in Extension field when advised |
| Customers can answer a survey about their experience with Sling | Resolve Survey | General | 24/7 | - |
Antenna-related questions and troubleshooting that cannot be handled. Customer requests a buyer's remorse refund for an order placed by Sling TV Sales/CS for an AirTV Bundle and OTA antenna or customer orders from airtv.net. | AirTV Device Support | Secondary Support | 9:30am - 12:00am | Phone number: 866-974-1354 |
| Sling International customer service and tech support | Sling Intl Support | International | 9:00am - 12:00am | - |
| Customer requests to speak to a U.S. agent | U.S. | Secondary Support | Voice: 9:30am - 12:00am Chat: 8:00am - 1:00am | - |
| Customer requests the installation of an outdoor OTA antenna | Cord Cutters | Secondary Support | 9:30am - 12:00am | Phone number: 855-428-7201 |
| CTI displays "CCH" and customer needs Cord Cutter Hotline support | CCH Agent | General | 9:30am - 12:00am | Determine if the customer needs Sling support or CCH support before transferring |
| Customer is inquiring about the status of their tech visit or has questions regarding a pre-existing OTA installation | AirTV Device Support | Secondary Support | 9:30am - 12:00am | Phone number: 866-974-1354 |
Sling Partner Transfer
Transfers to billing and device partners such as Amazon and TiVo.
| Reason to transfer | Transfer to | Location in CTI | HOOP EST | Special instructions |
|---|---|---|---|---|
| Customer has technical issue with their Amazon device | Amazon | ext eng - amazon device | 24/7 | Direct all billing questions to call the phone number 1-888-283-0524 |
| Customer has billing issues with their Roku Payment Method account such as updating the card on file | Roku | ext eng - roku | 24/7 | Direct all technical issues to support.roku.com |
| Customer has billing issues or technical issues with TiVo integrated guide | TiVo | ext eng - tivo | See Special instructions | If tech-related, customers should only be transferred for integrated guide issues. Mon-Fri 10:00am-9:00pm |
OTA Antenna Transfers
Transfers to OTA antenna support and installations done by DISH or OnTech.
| Reason to transfer | Transfer to | Location in CTI | HOOP EST | Special instructions |
|---|---|---|---|---|
| Customer requests the installation of an outdoor OTA antenna or has questions regarding a pre-existing OTA installation set up through Cord Cutters | Cord Cutters | Secondary Support | 9:30am - 12:00am | Phone number: 855-428-7201 |
| CTI displays "CCH" and the customer needs Cord Cutter Hotline support | CCH Agent | General | 9:30am - 12:00am | Determine if the customer needs Sling support or CCH support before transferring |
| DISH Technician left tools/equipment behind. DISH Technician misconduct/damages. DISH Technician outside of the scheduled arrival window. | Senior Resolution Specialists | Primary > Senior Resolution Specialists | 8:00am - 12:00am | |
| OnTech Technician left tools/equipment behind. OnTech Technician misconduct/damages. Customer has questions regarding a pre-existing OTA installation from OnTech, or questions about items purchased from OnTech. | OnTech | OnTech CS | 8:00am - 12:00am | PIN 682 Phone: 833-ONTECH1 (833-668-3241) |
Cord Cutter Transfers
Transfers for use by Cord Cutter Agents only.
| Reason to transfer | Transfer to | Location in CTI | HOOP EST | Special instructions |
|---|---|---|---|---|
| Customer requests BRM for an order placed on slingbox.com | Sling Media | Sling Support | 9:30am - 12:00am | PIN 687 |
| ALLO customers with questions about Internet or an AirTV BRM/Exchange | Allo | Sling External | See Special instructions | Customer Service: Mon-Fri 6:00am - 8:00pm; Sat-Sun 7:00am - 4:00pm Tech Support: 24/7 |
| Antenna-related questions, sales, installs, and troubleshooting that cannot be handled | Solid Signal | Sling External | 7:30am - 7:30pm | - |
| Issues with the HUB on same-day install Technician left tools/equipment behind Technician is outside of the scheduled window Need to reschedule but there is no available date close | Hub Office | General | See Special instructions | Check IHS Contact By ZIP Do not transfer customer |
| Issues with an OnTech OTA antenna install within 60 days of installation | OnTech | OnTech CS | 8:00am - 12:00am | PIN 682 Phone: 833-ONTECH1 (833-668-3241) |