Loyalty
False Churn
Agent Assist Fee
100
Percentage of all disconnects are port outs to the competition
What is 45%?
100
Indirect False Churn = _______ % of our total call volume
What is 0.075%
100
T/F the goal is NOT to make this a source of revenue, but rather to take the time to educate and take our customers through the digital options
What is true
200
Percentage of customers that contact us before porting out
What is 54%
200
T/F I need to submit examples of False Churn to my supervisor
What is, False, however you may continue to share examples as requested by your leaders in escalated situation. (we capture false churn via reporting, therefore you do not need to share each example)
200
Customers have 3 ways to make a payment 24 hours a day
What are #PMT, app, and online
300
Percentage of time, no save attempts are made for these customers
What is 66%
300
Retail False Churn = ________% of our total call volume
What is 0.19
300
Customers have 6 ways to pay their bill to avoid the Agent assist fee.
What is, #PMT, IVR, Store, Online, App, Apo
400
creates proactive loyalty
What is My Offers
400
Of the 16,000 Retail Agents completing add-a-lines, false churn is processed only _________ times a year per rep on average (looking for a number)
What is 2
400
 

Transactions that will appear on the customers next bill.

What are Future Dated or Unsecured Promise to Pay Arrangement (no payment method provided).

500
we just hit our 4 million mark of customer enrolling
What is Verizon Up
500
T/F - Agents are paid more for a new line vs an upgrade
What is FALSE
500

Transactions will show as separate line items on the customers banking (cc) statement.


What are Real Time Payment Made with an Agent Future Dated & Secured Promise to Pay Arrangement

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