TEAM AWESOME JEOPARDY

OneView

100

What is the 1Source Doc for - Rogers Oneview Capabilities and Transactions ?

REF1217

200

What is the 1Source DOC ID for Activate a New Additional Line in Oneview. 

And 

How much does the Setup Service Fee cost ?

PRO4586

On your next invoice you will see a one-time Setup Service Fee of $50 for the device you ordered.

300

What is the title name for - REF1081

Open Oneview Issues

400

What is the DOC ID for - 

Change Caller ID (User Name) in Oneview 

and 

How many steps are in the procedure ?

PRO4582

6 Steps

500

What is the DOC ID for 

Activate Apple Music in Oneview.

PRO4485

Maestro

100

What is the resolution for 

Order Locked by Another User Error in Maestro

The order can't be re-opened for up to 60 minutes. Please wait before trying again.

200

What is the positioning and DOC ID for - 

Positioning for planned System Outages in V21, SGI, or Maestro

REF695 

Planned Outage

Outage Phase

Positioning During the outage

• Mr. /Mrs. Customer, we are experiencing a planned system upgrade. I apologize for this inconvenience and am happy to help you with general inquiries. What questions do you have for me?
• If you’re unable to assist the customer, set their expectation by using the following positioning:
  • Please call us back in XX hours (as specified in the NPSC email notification).

300

What is the DOC ID for: 

Maestro and Oneview Validation Messages for Ignite

and what is its purpose ?

REF1079

When migrating customers from Digital TV (legacy services) to Ignite TV, you may get validation message popping up in Oneview or Maestro. Use the table below to understand what these messages mean and how to treat it.  

400

What is the DOC Id for - 

Handle Stuck Order Actions in Maestro

If unsuccessful what is the case we will create and what are the 5 drop down types ?

PRO4579

If unsuccessful, create an Account Issues Case.

• Type 1: Account Issues (Rogers)
• Type 2: Care Issues
• Type 3: Activation
• Type 4: N/A
• Type 5: Ticket

500

What is the Procedure to Identify a Long Distance Suspension Using Maestro ?

1. In Maestro, click Search then move over Ordering and select Assigned Product.
2. Click Search Now.
3. Click the + beside Telephone Line to expand it. 
4. Click the + beside Calling Features to expand it
5. Check the Status of Enable Chargeable Calls.

Screenshot

 

1Source

100

BACK TO SCHOOL 

What is the 1Source doc ID for - 

Free Samsung Chromebook 4 with purchase of select Samsung phones – Back to School

OFR8324

200

BACK TO SCHOOL 

Who is eligible for; 

Surprise and Delight for Targeted Customers - $10 Off Monthly Service Fees (MSF) for 24 Months When Purchasing Accessories on Financing – Back to School

Customers who meet all of the following:

• Purchase accessories of their choice on financing
• $240 minimum financing amount (before taxes)
• Tagged in Actions & Offers in Oneview

300

What is the Doc ID for - Rogers Digital Coach - Self-Serve Options

REF1221

400

POL46 - what is the article title ?

And

What is the procedure when placing a customer on hold ?

Article Title: Call Holds Policy.

When to Place a Call on Hold

Customers should be kept on the line during research and account transactions as much as possible. A hold should only be used when an agent:

• Needs assistance (ex. consulting another department, Team Manager (TM), etc.)
• Isn't able to complete the necessary tasks or account updates while on the call due to excessive customer conversation.

Before putting a call on hold, the agent must ask the customer’s permission. Agents should also advise the customer of the expected hold time.

See the following for hold durations:

Consumer: The hold time can’t be more than 2 minutes. If the agent needs more than 2 minutes to complete their task, they must go back to the customer and let them know another hold is needed. The second hold and subsequent holds can’t exceed 5 minutes.

500

What is the DOC ID for Threatening Calls Policy ?

And 

What are the 3 unacceptable customer behaviors ?

DOC ID: POL16 

(1) Yelling or Profane language that is not directed at an agent.

(2) General abusive language that does not directly reference an agent’s identity.

(3) Unacceptable abusive or discriminatory language directed at or about any agent.

Summer Fun

100

In the US, what is the best selling BBQ meat throughout the summer?

Hotdogs.  

200

Which summertime smell is said to elicit happy memories in humans?

The smell of freshly cut grass.

300

Using clothespins to attach baseball cards to your bike was a famous summertime activity. What was the purpose of doing this?

To make it sound like the noise of a motorcycle as you cycle.

400

How did the popular summertime game 'Frisbee' get its name?

 It was the name of a bakery, The Frisbee Pie Bakery.

500

Before they were used for playing, Frisbees served what objective in the kitchen?

They were a pie tin.

BP5

100

What step # is - Name what the Value-Add is. 

5

200

Words that work in Step 3 

• What     this PROVIDES you is ______ (unlimited internet, free     Canada-wide calling) for only $___ more than what you’re paying right now. 
• What     that DOES is _______.

300

Bridge to a recommendation /solution.

• Based on what we’ve discussed, I have a few options.  Here is one that I feel might make the most sense FOR YOU. 
• Based on what we’ve talked about, I believe I have an explanation FOR YOU.

400

How many steps are in BP 5 ? 

6 Steps

500

Speed Bump - Customer Interrupts – They want their core issue addressed first. What are the steps and positioning ?

 Step 1:  Let them speak while actively listening

 Step 2:  Acknowledge

 Step 3:  Take ownership to address the specific issue

 Step 4:  Transition back to your presentation of the solution/explanation

How it might sound:

“Uh-huh.  Absolutely, I understand that you were contacting us about an overage. We are going to take a look at your overages from last month…while ensuring you don’t have this problem again.”