Tools
Tool you can use to review Packages and channel line up
What is Channels and Packages Tool
What is required for your customer to use DIRECTV On Demand?
What is Internet
What systems can you use to add/change/remove features from a wireless account?
What is OPUS and Telegence
Besides the passcode, what other authentication method(s) can be used to access CRM accounts?
What is security question and/or place call to number billed on account as shown in the Authenticate Caller pop-up.
What does AER stand for?
What is Acknowledge, Empathize, Reassure
Use this tool to send your customer a text message w/ the Elite Care Teams direct email
What is Torch
System we view bills and make changes for DIRECTV converted customers in
What is CRM
What are the 2 Mobile Share Plan options we currently offer?
What is Mobile Share Plus 3GB and 9GB plans
Where in CRM do we view bills and make/view adjustments?
What is BIBA
Customer does a BOGO and gets 2 phones, 1 priced monthly at $38.34 and the other at $52.09. Which device does the credit get applied to?
The BOGO credit applies to the lower priced device ($38.34)
Use this tool to send emails to your customers that lets you assist them with self-help articles for the topics they're calling about
What is Solution Sender
DOUBLE JEOPARDY
This service package replaces the customer's regular programming while the account is in Service Interruption (Jesus Channels)
What is minimum service
What 2 countries can you call and not worry about being charged for with the Unlimited Extra and Unlimited Elite plans?
What is Canada and Mexico
DOUBLE JEOPARDY
What is the term used to modify an order that has already been submitted in CRM?
What is Amend
These people try to obtain private account information by manipulating customers and/or employees to provide the information.
What is a Social Engineer
This tool provides you quick access to information about products and services to efficiently assist reps while working with customers.
What is Mobile Sales Tool (MST)
With this sports package, customers can enjoy every out-of-market game, every Sunday, only on DIRECTV.
What is Directv NFL Sunday Ticket
DOUBLE JEOPARDY
How many GB of Personal Mobile Hotspot Data do you get per month, per line with the Unlimited Extra plan?
What is 15GB
Where can you see if a customer has a contract in CRM?
What is Change Order (NPC) Screen
When do BOGO offer credits start?
What is within 3 bill cycles
This tool helps AT&T employees who want to understand the terms, acronyms, and other definitions we use in our business.
What is Speakeasy
What are the 2 ways to authenticate standalone DIRECTV accounts in RIO?
What is Password or Name/Address/Phone Number
What are the 2 international features customers can get when traveling abroad on land?
What is International Day Pass (IDP) and Passport
Difference between BAN Level Adjustments and Line/Charge Level Adjustments
What is Line Level includes tax. BAN level does not include tax
What is The Promise (in order)
What is Warmly Welcome, Uncover Needs, Personalize Solution, Gain Agreement, Thoroughly Educate, Sincerely Thank