Internet provider calls: how to answer subscribers during an outage and when they want to connect
Sado AI team · · 5 min read
In short
Most calls to an internet provider are of two kinds: “the internet isn’t working” and “I want to connect”. For the first, identify the subscriber by address or contract number. If there is a known outage there, give the cause and the expected fix time; if not, run a short check and open a technician ticket. For the second, record the address, plan and installation day. In an outage calls arrive at once, so prepare one message for all. An AI operator answers these calls with no queue.
Who calls a provider and why
| Call | What the subscriber needs | Who handles it |
|---|---|---|
| “No internet” | The cause and when it’s fixed | Known outage: ready message; new fault: technician |
| “Internet is slow” | A check and a ticket | Technical support |
| “I want to connect” | Address, plan, installation day | Sales and the installer |
| “I want to change my plan” | Plans and terms | Subscriber desk |
| “My payment didn’t go through” | An account check | Billing staff |
On a normal day these calls are spread out. In an outage, hundreds of subscribers call within an hour with the same question and the line is jammed.
During an outage: one answer for everyone
- As soon as an outage is found, write a short message: which areas, the cause in plain words (for example, “a cable was damaged”) and the expected fix time.
- Ask for the subscriber’s address first. If the area is on the list, read the message. Promise “we’ll text you when it’s back” only if that text is really sent.
- If the area isn’t on the list, it’s a new fault: go to the check script.
- If the promised time passes, update the message at once. Repeating an old time makes people twice as angry.
- Remove the message once service is back, or people with working internet will hear about an outage too.
A check script before sending a technician
- Router lights: which are on, is any red?
- Unplug the router for 30 seconds and plug it back in.
- Is the cable firmly in the router?
- No internet on another phone or computer either? If only one device fails, the problem may be that device.
Your technical team writes the script and the operator sticks to it. If it still doesn’t work after two or three steps, don’t wear the subscriber out: open a ticket and agree when the technician will come or call.
A sample call
Sado: Assalomu alaykum, TezNet, Shohruh speaking.
Caller: There’s been no internet since this morning. I work from home, I really need it.
Sado: I understand. What’s your address, please?
Caller: Sergeli, district 6, building 31.
Sado: Yes, a cable is damaged in Sergeli districts 6 and 7, and the crew is on it. It should be back by three.
Caller: And if it isn’t working after three?
Sado: I’ll open a ticket for you now. If it’s not back by three, a technician will call you. On this number?
Connection calls: don’t lose the sale
Someone who wants a new line usually calls two or three providers. The one that answers clearly first and books the installation day wins. Ask the address, say from your coverage list whether your network is there, or promise that a manager will check and call back. Quote plans from your price list and book the installation day straight away.
Call people who left a connection request on your website at once: an hour later they may have signed with another provider.
With an AI operator
Sado’s AI operator answers each call within a second and handles more than ten at the same time. During an outage every subscriber gives an address and hears the same clear message. New faults get a ticket; billing questions go to staff by your rule. Add the outage message to the operator’s information and remove it when service is back. How many calls one number takes at once also depends on its lines (channels): if you expect many calls, add channels in advance. More: incoming calls.
Connection requests land in Bitrix24 as leads: Bitrix24 integration. The operator also calls new website requests and makes “is it working now?” calls after repairs: AI outbound calls. How requests reach a CRM: calls and CRM. Try it live or call 78 778 01 23.
Questions
Can the AI operator see a subscriber’s account?
The operator answers only from the information you give it. Account and payment questions go, by your rule, to billing staff or into a callback task.
What about subscribers who speak Russian?
The operator replies in the caller’s language, Uzbek or Russian. Mixed speech stays in Uzbek, and it switches to Russian when the caller asks.
What do calls cost on an outage day?
Only talked minutes are paid: 800 so‘m a minute. For example, 300 one-minute calls on an outage day: 300 × 800 = 240,000 so‘m.