Account Security
What is the first step when someone does not know their security pin?
Offer to reset it. DO NOT give hints.
Is it okay to paraphrase the IR scripting?
NO!
What side of the envelope is the Activation code?
Right side
When should you remove and readd the voicemail feature?
NEVER!
Which call queue can you cold transfer a call to?
FCC Stay Connected
When is it okay to say a phone number during a call?
After the customer says it first.
Number change.
New account
Are rates the same if a customer goes on a cruise?
No, cruise ships have their own rates.
Do you send an OTP for a device that was shipped to the customer by us?
No
Call HQ
Who do you call when a customer needs to check a port status?
CS Port Assist
Can you accept a nickname for account access?
Example: Customer says Bill but the account is under William.
NO!
What is the maximum International roaming limit you can set without approval?
$500
If the customer does not have access to the other line on the account, do you request an OTP override?
No, they must call us back when they are with the other device.
What is the first step when a customer reports having issues with picture messaging?
Ask probing questions!
Who handles Iris Ally troubleshooting?
Ally_PERS_Service
Offer to send them the receipt under the Orders tab
What are the rates for Uganda?
$0.44/minute
$58.50/GB
$0.19/SMS
After the activation has been submitted through carrier requests, what should you do next?
Power cycle and test
When is it okay to call Help Queue while troubleshooting a customer's issue?
If you have completed all troubleshooting steps or the step tells you to call them.
When do you call Billing?
NEVER!
What are the requirements for the Security pin?
Date of birth
SSN
1111 or 1234
What do you do if a customer does not meet the requirements to have International roaming added?
Fill out the template and call HQ.
Where is the activation code located on a BYOD?
They do not have one.
What do you do if a customer reports they received the following error when downloading an esim?
Cellular plan cannot be added, this code is no longer valid, contact carrier for more info
Fraud, escalation, if you have called more than twice, had to check back in with your customer twice, warranty, when a supervisor tells you to have them take over, OTP overrides.